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user_vcwl24
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4 Messages

Sunday, June 9th, 2024 2:05 PM

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Help!! My modem randomly restarts

I have been on xFinity home internet for 3 weeks now. I started with the Motorola SB6121. It was randomly restarting. When I called xFinity to get help, tech support told me that the issue is likely my modem because it is "end of life". Given that it was an intermittent issue, find it unlikely that an electronic device could work for a few days straight but then on many days would reboot multiple time. I begrudgingly bout a new modem - the Arris SBV2402. Well, this Arris modem is exhibiting the same issue (random reboots). 2 modems with the same intermittent problem and xFinity tech support tells me that everything is perfect on their end and I need to get help from the modem manufacturer.

This random modem rebooting issue appears to be somewhat common on the forum. Has anyone found the root cause? I am beyond frustrated.

Question

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Updated 

11 months ago

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6

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EG

Expert

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110K Messages

11 months ago

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

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.

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user_vcwl24

4 Messages

Downstream:

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 393.00 MHz -8.10 dBmV 40.95 dB 256QAM 34157604 118 1188
Downstream 2 1 375.00 MHz -8.20 dBmV 40.37 dB 256QAM 15807824 37 99
Downstream 3 2 381.00 MHz -8.10 dBmV 38.98 dB 256QAM 15638357 43 108
Downstream 4 3 387.00 MHz -8.20 dBmV 38.98 dB 256QAM 15768719 35 106
Downstream 5 5 399.00 MHz -8.10 dBmV 40.37 dB 256QAM 15749194 36 93
Downstream 6 6 405.00 MHz -7.90 dBmV 40.37 dB 256QAM 15706283 134 1215
Downstream 7 7 411.00 MHz -7.70 dBmV 40.37 dB 256QAM 15756817 138 1037
Downstream 8 8 417.00 MHz -7.70 dBmV 40.37 dB 256QAM 15697336 41 93
Downstream 9 9 423.00 MHz -7.50 dBmV 40.37 dB 256QAM 17338997 49 91
Downstream 10 10 435.00 MHz -7.30 dBmV 40.37 dB 256QAM 16989175 45 107
Downstream 11 11 441.00 MHz -7.20 dBmV 40.37 dB 256QAM 16864412 57 89
Downstream 12 12 447.00 MHz -7.10 dBmV 40.37 dB 256QAM 16922392 49 99
Downstream 13 13 453.00 MHz -7.00 dBmV 40.95 dB 256QAM 17433079 52 88
Downstream 14 14 459.00 MHz -7.20 dBmV 40.37 dB 256QAM 17519439 58 95
Downstream 15 15 465.00 MHz -7.20 dBmV 40.37 dB 256QAM 17468771 45 97
Downstream 16 16 471.00 MHz -6.90 dBmV 40.37 dB 256QAM 17384242 56 95
Downstream 17 17 477.00 MHz -7.20 dBmV 40.37 dB 256QAM 18309613 64 83
Downstream 18 18 483.00 MHz -6.90 dBmV 40.95 dB 256QAM 18282848 42 85
Downstream 19 19 489.00 MHz -7.00 dBmV 40.37 dB 256QAM 18382921 62 90
Downstream 20 20 495.00 MHz -7.00 dBmV 40.37 dB 256QAM 16884559 53 81
Downstream 21 21 507.00 MHz -7.10 dBmV 40.95 dB 256QAM 17296426 43 109
Downstream 22 22 513.00 MHz -7.20 dBmV 40.37 dB 256QAM 17597332 130 1199
Downstream 23 23 519.00 MHz -7.10 dBmV 40.37 dB 256QAM 17383078 59 77
Downstream 24 24 525.00 MHz -7.30 dBmV 38.98 dB 256QAM 17483788 68 60

11 months ago

0

user_vcwl24

4 Messages

11 months ago

Upstream:

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 17 16.40 MHz 46.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 22 10.40 MHz 44.96 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 16QAM
Upstream 3 21 40.40 MHz 45.75 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 4 20 35.60 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 5 19 29.20 MHz 45.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 6 18 22.80 MHz 45.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

0

0

EG

Expert

 • 

110K Messages

11 months ago

The downstream power is low / weak / marginal and it may be intermittently fluctuating even lower to out-of-spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

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XfinityThomasB

Official Employee

 • 

1.9K Messages

11 months ago

Hello user_vcwl24

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a Direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears.

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EG

Expert

 • 

110K Messages

11 months ago

@user_vcwl24 

Have you had a chance to see if any of those items apply ? Please reply right here in your topic in these PUBLIC help forums. Thank you !

1

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user_vcwl24

4 Messages

@EG​ I have one connector in my basement. It was put in by Comcast years ago. Looks to be stainless steel construction. Unfortunately, I need to have the connector as it connects the feed from outside my house to my modem on the main floor. I do not see any corrosion on the coax cables nor have I noticed any cuts.

Worse of all, my modem is still rebooting once or twice everyday. I have called xfinity a few times. All I get is that the signal from their end is just fine, and they can send a tech out but it will cost me $100 because I am still in my first month with them (therefore considered as installation charge).

11 months ago

0

EG

Expert

 • 

110K Messages

11 months ago

If there is nothing more that can be done to improve the connection quality, then you'll need a tech visit as stated. 


Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it up to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there should not be any charge.


Good luck !

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