Have to keep resetting my modem

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

What is the exact make and model number of the modem / gateway device ?

Is this with a WiFi connection ?

Thanks so much for your help!!  My modem is a Motorola MB7621.  I’m sure it is a modem issue as the everything I have connected with an Ethernet cable goes offline too.  When I reset my modem, things are fine for anywhere between 15 minutes to an hour then I lose connection and have to reset it all over again.

Here are the logs:

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 21 549.0 -0.2 41.1 10 24 2 Locked QAM256 1 417.0 0.8 42.1 0 0 3 Locked QAM256 2 423.0 0.8 42.0 0 0 4 Locked QAM256 3 429.0 0.8 42.1 0 0 5 Locked QAM256 4 435.0 0.8 42.1 0 0 6 Locked QAM256 5 453.0 1.1 42.2 0 0 7 Locked QAM256 6 459.0 1.2 42.1 0 0 8 Locked QAM256 7 465.0 1.4 42.3 0 0 9 Locked QAM256 8 471.0 1.5 42.1 0 0 10 Locked QAM256 9 477.0 1.4 42.5 0 0 11 Locked QAM256 10 483.0 1.6 42.6 0 0 12 Locked QAM256 11 489.0 1.5 42.5 0 0 13 Locked QAM256 12 495.0 1.4 41.9 0 0 14 Locked QAM256 13 501.0 1.2 42.0 0 0 15 Locked QAM256 14 507.0 1.3 37.1 0 0 16 Locked QAM256 15 513.0 1.1 41.9 0 0 17 Locked QAM256 16 519.0 1.0 43.8 0 0 18 Locked QAM256 17 525.0 -0.1 43.6 0 0 19 Locked QAM256 18 531.0 -1.0 42.4 0 0 20 Locked QAM256 19 537.0 -0.7 42.9 0 0 21 Locked QAM256 20 543.0 -0.5 43.3 0 0 22 Locked QAM256 22 555.0 -0.1 43.7 0 0 23 Locked QAM256 23 561.0 -0.3 43.7 0 0 24 Locked QAM256 24 567.0 -0.1 43.8 0 0 Total             10 24

Upstream Bonded Channels

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 4 5120 35.6 43.5 2 Locked ATDMA 1 5120 16.3 42.8 3 Locked ATDMA 2 5120 22.8 42.8 4 Locked ATDMA 3 5120 29.2 43.5 5 Not Locked Unknown 0 0 0 0.0 6 Not Locked Unknown 0 0 0 0.0 7 Not Locked Unknown 0 0 0 0.0 8 Not Locked Unknown 0 0 0 0.0

Event Log

Log

Time   Priority   Description   Fri Sep 01 16:50:27 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 16:50:27 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 16:54:47 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:41:10 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:53:27 2023    Critical (3)   REG RSP not received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:30 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:30 2023    Critical (3)   REG RSP not received;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:46 2023    Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6

Sorry, I didn’t see the post about Mac and Ip addresses.  Her is a repost:

Thanks so much for your help!!  My modem is a Motorola MB7621.  I’m sure it is a modem issue as the everything I have connected with an Ethernet cable goes offline too.  When I reset my modem, things are fine for anywhere between 15 minutes to an hour then I lose connection and have to reset it all over again.

Here are the logs:

logs:

Downstream Bonded Channels

Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected 1 Locked QAM256 21 549.0 -0.2 41.1 10 24 2 Locked QAM256 1 417.0 0.8 42.1 0 0 3 Locked QAM256 2 423.0 0.8 42.0 0 0 4 Locked QAM256 3 429.0 0.8 42.1 0 0 5 Locked QAM256 4 435.0 0.8 42.1 0 0 6 Locked QAM256 5 453.0 1.1 42.2 0 0 7 Locked QAM256 6 459.0 1.2 42.1 0 0 8 Locked QAM256 7 465.0 1.4 42.3 0 0 9 Locked QAM256 8 471.0 1.5 42.1 0 0 10 Locked QAM256 9 477.0 1.4 42.5 0 0 11 Locked QAM256 10 483.0 1.6 42.6 0 0 12 Locked QAM256 11 489.0 1.5 42.5 0 0 13 Locked QAM256 12 495.0 1.4 41.9 0 0 14 Locked QAM256 13 501.0 1.2 42.0 0 0 15 Locked QAM256 14 507.0 1.3 37.1 0 0 16 Locked QAM256 15 513.0 1.1 41.9 0 0 17 Locked QAM256 16 519.0 1.0 43.8 0 0 18 Locked QAM256 17 525.0 -0.1 43.6 0 0 19 Locked QAM256 18 531.0 -1.0 42.4 0 0 20 Locked QAM256 19 537.0 -0.7 42.9 0 0 21 Locked QAM256 20 543.0 -0.5 43.3 0 0 22 Locked QAM256 22 555.0 -0.1 43.7 0 0 23 Locked QAM256 23 561.0 -0.3 43.7 0 0 24 Locked QAM256 24 567.0 -0.1 43.8 0 0 Total             10 24

Upstream Bonded Channels

Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV) 1 Locked ATDMA 4 5120 35.6 43.5 2 Locked ATDMA 1 5120 16.3 42.8 3 Locked ATDMA 2 5120 22.8 42.8 4 Locked ATDMA 3 5120 29.2 43.5 5 Not Locked Unknown 0 0 0 0.0 6 Not Locked Unknown 0 0 0 0.0 7 Not Locked Unknown 0 0 0 0.0 8 Not Locked Unknown 0 0 0 0.0

Event Log

Log

Time   Priority   Description   Fri Sep 01 16:50:27 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MA=00;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 16:50:27 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 16:54:47 2023    Critical (3)   Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;=00xx;CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;C;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-M;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   DHCP failed - DHCP Solicit sent, No DHCP Advertise received;CM-;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-M;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:27:41 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-;CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:41:10 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM;CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 17:53:27 2023    Critical (3)   REG RSP not received;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:30 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:30 2023    Critical (3)   REG RSP not received;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 17:53:46 2023    Critical (3)   No Ranging Response received - T3 time-out;CM-;CM-QOS=1.0;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-;CM-QOS=1.1;CM-VER=3.0;   Fri Sep 01 18:16:22 2023    Critical (3)   16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-;CM-QOS=1.1;CM-VER=3.0;   Time Not Established   Critical (3)   No Ranging Response received - T3 time-out;CM-CM-QOS=1.0;CM-VER=3.0;   Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6

One more thing, there is a what looks like a filter screwed between the coax came and the female port of the modem that has a green band and the number 6 on it.  I have tried taking it off and there is no difference in the drops

The signal status values at that snapshot in time were OK but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) /  an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

Thank you so much.  Just an an FYI, those stats were from shortly after I reset my modem.  It was loosing signal every few minutes as I tried to respond so I had to grab the stats as quickly as I could after a reboot.  Thanks again!!

Quite welcome !

@DD_13 

Hmmm.... Looks like this one slipped through the cracks...... It happens sometimes. At this time, I'm going to try re-escalating your issue again.

Well, they sent a tech out and he replaced all of the filters and the grounding connection outside.  Everything checked out ok inside and to the box from the pole.  Tech said they were sending a crew out to check a few of the poles in the area and the connections there.  I received a text earlier this afternoon saying they did that work.  So far for the last two hours it hasn’t gone out yet.  So that’s a good sign.  I’ll update it there is still a problem.

I’m a week in and the connection is solid so I’ll close this out.  Thank you to everyone!!!