DS profile assignment change knocks me offline

@XfinityShawn​ 

     Hello and thanks for your reply. For the past two months, I have received nearly 20 attempts by Comcast to push a DS profile assignment change to my modem. The modem is an Arris SB8200 which I have been using successfully for years. Each time I receive this push, my Internet service is disrupted until I do two things: 1. I must reboot the modem completely. And 2. After the modem reboot, I must completely reboot my router. The router loses the IP and cannot detect Internet service until both are rebooted. Following these procedures, everything works fine until another push (DS profile assignment change) is received. I have 12 of these events logged and printed from my modem's event log. 

     In each instance, it is an attempt to re-profile Channel 32 with the new profile of 1.2.3. A technician came out but was not in a position to address that situation. I also spoke to two separate reps on the phone, but they were also not able to help. In addition, I have been through the Xfinity Assistant more than once. The assistant cannot really address this type of issue either. Someone with the technical expertise on downstream profile assignment changes is needed. 

     At this point it has become somewhat frustrating, so I have reached out via the forum for assistance. I appreciate any attention you can give to this matter. 

We are sorry to hear about the frustrations @user_8z0qky and are happy to investigate your concerns further. To get started, can you please send us a Direct Message with your first and last name along with the address on the account?

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     Comcast suggested that it was an issue with my modem that caused the problem and also suggested that I perform a factory reset of the modem. I could not verify this but I took their suggestion and did the factory reset. Did it work? Well, who knows? If the issue occurs again then we might say no, it didn't work. But if there are no more failures of my Internet service, with the DS profile assignment change message in the log, perhaps that was the issue. But for how long? This problem has been occurring for three months so it may take a while to come to a conclusion. During the last episode, the number of downstream channels increased from 33 to 45, then days later went back to 33. Very confusing!

     I will say that Comcast's response to my DM's were genuine and perhaps solved the problem. We just aren't prepared to say that yet. The Xfinity Assistant, the reps from India and the technician who came to the premises weren't really in a position to address my particular issues. The technician was great and found some other things that could have caused problems in the future, plus he upgraded the grounding / lightning arrestor block. 

     All in all, this forum (that led me to an actual Comcast employee) has been the most helpful path to resolving my issue. Not that I desire any more trouble but, what if this occurs again? Well, let's hope it doesn't! 

@user_mra774​ 

     Is your modem and router separate, or built into the same device?

     Well, my three and-a-half month odyssey is apparently not over. My service was interrupted again tonight with the familiar old "DS profile assignment change" problem. Checking the modem after this happens shows that there is a good DOCSIS 3.1 downstream signal, but my router has lost the IP address. Both units have to be rebooted, beginning with the modem. After the reboots, everything sails along just fine...until another DS profile assignment change occurs. There are NO other detectable (from the standpoint of an Internet user) problems at any other time. The modem logs show that each incident is associated with a 'DS profile assignment change'. As I mentioned before, after one of these incidents, my modem logged 45 downstream channels instead of the usual 33. Within a couple of days, it reverted back to 33. 

     I don't quite see how my (otherwise) perfectly functioning modem could detect channels that aren't there. I'll keep an open mind to the source of the problem but I am not convinced my modem is the source of the troubles as it was suggested to me in the DM. 

     From what I have been told by company personnel, "DS" stands for "downstream". As I understand it, anything 'downstream' does not come from my equipment, but IS received by my equipment. Again, I'll keep an open mind but I need some better explanations.