8 Messages
Intermittent modem reconnection
Ever since joining Xfinity, several times a day, my modem (an Arris SURFboard S33v2) loses connection to Xfinity and goes through a light cycle of solid amber to blinking green ("channel search") to blue ("online in DOCSIS 3.1 mode"). I'm not certain what the issue is, and have found conflicting information on this modem working or not working with Xfinity.
I don't mind replacing it with a different modem if that's what it takes, but I'm not sure if that's likely to fix the problem or not, and would appreciate it if anyone has any insight on what the source of the problem might be.
Things tried:
- Resetting modem
- Replacing splitter with same model (BDS103H, modem connected to -7db)
- Connecting modem directly to incoming coax line
Downstream Bonded Channels | |||||||
---|---|---|---|---|---|---|---|
Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
20 | Locked | QAM256 | 501000000 Hz | 0 dBmV | 43 dB | 176 | 788 |
1 | Locked | QAM256 | 387000000 Hz | -1 dBmV | 42 dB | 753 | 3869 |
2 | Locked | QAM256 | 393000000 Hz | -1 dBmV | 42 dB | 2221 | 8795 |
3 | Locked | QAM256 | 399000000 Hz | -1 dBmV | 42 dB | 3433 | 6867 |
4 | Locked | QAM256 | 405000000 Hz | -1 dBmV | 42 dB | 4442 | 5977 |
5 | Locked | QAM256 | 411000000 Hz | -1 dBmV | 42 dB | 3112 | 4808 |
6 | Locked | QAM256 | 417000000 Hz | -1 dBmV | 42 dB | 1883 | 1094 |
7 | Locked | QAM256 | 423000000 Hz | -1 dBmV | 42 dB | 1878 | 5180 |
8 | Locked | QAM256 | 429000000 Hz | -1 dBmV | 42 dB | 1491 | 3910 |
9 | Locked | QAM256 | 435000000 Hz | -1 dBmV | 43 dB | 1410 | 4600 |
10 | Locked | QAM256 | 441000000 Hz | -1 dBmV | 43 dB | 787 | 2009 |
11 | Locked | QAM256 | 447000000 Hz | 0 dBmV | 43 dB | 2359 | 10885 |
12 | Locked | QAM256 | 453000000 Hz | 0 dBmV | 43 dB | 1251 | 4892 |
13 | Locked | QAM256 | 459000000 Hz | 0 dBmV | 43 dB | 1216 | 5281 |
14 | Locked | QAM256 | 465000000 Hz | 0 dBmV | 43 dB | 1133 | 4926 |
15 | Locked | QAM256 | 471000000 Hz | 0 dBmV | 43 dB | 776 | 3095 |
16 | Locked | QAM256 | 477000000 Hz | 0 dBmV | 43 dB | 1233 | 5107 |
17 | Locked | QAM256 | 483000000 Hz | 0 dBmV | 43 dB | 562 | 2174 |
18 | Locked | QAM256 | 489000000 Hz | 0 dBmV | 43 dB | 1870 | 8897 |
19 | Locked | QAM256 | 495000000 Hz | 0 dBmV | 43 dB | 778 | 3593 |
21 | Locked | QAM256 | 507000000 Hz | 0 dBmV | 43 dB | 1020 | 4670 |
22 | Locked | QAM256 | 513000000 Hz | 0 dBmV | 43 dB | 2542 | 12376 |
23 | Locked | QAM256 | 519000000 Hz | 0 dBmV | 43 dB | 1194 | 5681 |
24 | Locked | QAM256 | 525000000 Hz | 0 dBmV | 43 dB | 1098 | 5203 |
25 | Locked | QAM256 | 531000000 Hz | 0 dBmV | 43 dB | 1035 | 4938 |
26 | Locked | QAM256 | 537000000 Hz | 0 dBmV | 43 dB | 1074 | 5274 |
27 | Locked | QAM256 | 543000000 Hz | 0 dBmV | 43 dB | 1062 | 5049 |
28 | Locked | QAM256 | 549000000 Hz | 0 dBmV | 43 dB | 970 | 4706 |
29 | Locked | QAM256 | 555000000 Hz | 0 dBmV | 43 dB | 1264 | 5764 |
30 | Locked | QAM256 | 561000000 Hz | 0 dBmV | 43 dB | 2376 | 11708 |
31 | Locked | QAM256 | 567000000 Hz | 0 dBmV | 43 dB | 900 | 3798 |
32 | Locked | QAM256 | 573000000 Hz | 0 dBmV | 43 dB | 1139 | 5523 |
193 | Locked | OFDM PLC | 722000000 Hz | 0 dBmV | 43 dB | 16495824 | 3 |
194 | Locked | OFDM PLC | 957000000 Hz | -5 dBmV | 40 dB | 7347557 | 421 |
Upstream Bonded Channels | ||||||
---|---|---|---|---|---|---|
Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
17 | Locked | SC-QAM | 16400000 Hz | 6400000 | 50.0 dBmV | |
18 | Locked | SC-QAM | 22800000 Hz | 6400000 | 50.0 dBmV | |
19 | Locked | SC-QAM | 29200000 Hz | 6400000 | 49.3 dBmV | |
20 | Locked | SC-QAM | 35600000 Hz | 6400000 | 50.0 dBmV |
Date Time | Event Level | Description |
---|---|---|
31/12/1969 16:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:20 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
2/8/2024 23:06:32 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
2/8/2024 23:06:45 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:20 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
2/8/2024 23:46:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
2/8/2024 23:46:37 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
3/8/2024 01:47:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
3/8/2024 01:47:30 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
3/8/2024 03:03:36 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
3/8/2024 03:03:51 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
3/8/2024 04:11:30 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
3/8/2024 04:11:44 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:20 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
3/8/2024 04:25:29 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
3/8/2024 04:25:45 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
31/12/1969 16:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[redacted];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
31/12/1969 16:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
31/12/1969 16:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-85MHz. |
31/12/1969 16:00:28 |
6 | Honoring MDD; IP provisioning mode = IPv6 |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
31/12/1969 16:00:36 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
3/8/2024 10:27:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
3/8/2024 10:27:28 |
6 | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
3/8/2024 10:27:29 |
6 | DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[redacted];CMTS-MAC=[redacted]CM-QOS=1.1;CM-VER=3.1; |
3/8/2024 10:27:37 |
3 | UCD invalid or channel unusable;CM-MAC=[redacted];CMTS-MAC=[redacted];CM-QOS=1.1;CM-VER=3.1; |
3/8/2024 12:24:51 |
3 | Successful LAN WebGUI login from [redacted] on 24/08/03 at 12:24 PM. |
Information | |
---|---|
Standard Specification Compliant | DOCSIS 3.1 |
Hardware Version | V1.0 |
Software Version | TB01.03.001.10_012022_212.S3 |
Cable Modem MAC Address | [redacted] |
Serial Number | [redacted] |
Accepted Solution
MootValue
8 Messages
1 month ago
There have been no issues with the Xfinity Gateway, so looks like my modem was the problem. Thanks again for the help with this!
1
0
EG
Expert
•
106.3K Messages
2 months ago
The upstream power is too high / almost out of spec, and it may be intermittently fluctuating even higher 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. Try putting the modem on the -3,5 dB port instead.
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 !
(edited)
2
0
EG
Expert
•
106.3K Messages
2 months ago
Now there is a bit of wiggle room ! If the other wall jacks are not being used they should be disconnected and the splitter should not be used (a direct run to the modem). You'll gain even more wiggle room.
0
0
MootValue
8 Messages
2 months ago
It looks like the -3.5 dB port didn't do it. As for the direct run to the modem, that's one of the things I tried before—I had it connected directly to the incoming line with nothing in between. So, sounds like I need a technician.
Is there any way to request a technician visit without having to go through tier 1 support?
0
0
EG
Expert
•
106.3K Messages
2 months ago
I'm going to escalate this to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to arrange a tech visit for you. You should get a reply here in your topic. Good luck and please post back here with how it turns out.
(edited)
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MootValue
8 Messages
2 months ago
I had a tech visit, he found no issues with my connection, and other apartments in my building haven't been having problems. He thinks it's the modem, which I'm fine with replacing as the next step. He recommended buying Netgear.
As long as I'm buying a new modem, is it particularly worthwhile to buy a modem on the list of recommended devices (as opposed to the list of compatible devices)?
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0
MootValue
8 Messages
2 months ago
Xfinity support reached out to offer to credit a month of Xfinity Gateway rental so I can see if the problem persists before paying out of pocket for a new modem—I'm going to go with that first.
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