Skip to main content

    Support

    Offers

T
tdock
1st Topic
1st Accepted Solution

7 Messages

Monday, January 22nd, 2024 4:34 PM

Closed

Intermittent Modem Reset

Hey, hoping to get advice from someone more experienced with networks here. The past two days I have been experiencing intermittent connection issues. It appears that my modem is randomly restarting itself throughout the day. I haven't called xfinity yet but I figured I would post here in case anyone had any more insight on how I should approach this. I imagine that tech support is just going to tell me to power cycle and when it comes back online they will assume the problem is fixed but I have already done that so I want to make sure I can ask them for more specific troubleshooting help.

The Modem/Router combo is an Arris Surfboard sbg7600ac2. I purchased this and do not rent it from xfinity.
I have posted the recent event logs and upstream/downstream.

Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 435.00 MHz 7.20 dBmV 40.37 dB 256QAM 659467 0 0
Downstream 2 1 417.00 MHz 7.10 dBmV 40.37 dB 256QAM 344326 14 0
Downstream 3 2 423.00 MHz 6.80 dBmV 38.98 dB 256QAM 354106 0 0
Downstream 4 3 429.00 MHz 6.80 dBmV 40.37 dB 256QAM 337424 0 0
Downstream 5 5 441.00 MHz 7.00 dBmV 40.95 dB 256QAM 342059 0 0
Downstream 6 6 447.00 MHz 7.00 dBmV 40.37 dB 256QAM 310642 0 0
Downstream 7 7 453.00 MHz 7.10 dBmV 40.95 dB 256QAM 344834 0 0
Downstream 8 8 459.00 MHz 7.40 dBmV 40.95 dB 256QAM 312528 0 0
Downstream 9 9 465.00 MHz 7.20 dBmV 40.37 dB 256QAM 376900 0 0
Downstream 10 10 471.00 MHz 7.40 dBmV 40.95 dB 256QAM 387327 0 0
Downstream 11 11 477.00 MHz 7.00 dBmV 40.37 dB 256QAM 407823 19 0
Downstream 12 12 483.00 MHz 7.50 dBmV 40.95 dB 256QAM 353825 7 0
Downstream 13 13 489.00 MHz 7.20 dBmV 40.37 dB 256QAM 273765 0 0
Downstream 14 14 519.00 MHz 7.50 dBmV 40.37 dB 256QAM 250648 3 0
Downstream 15 15 525.00 MHz 7.50 dBmV 38.98 dB 256QAM 250301 4 0
Downstream 16 16 531.00 MHz 7.40 dBmV 40.37 dB 256QAM 254660 0 0
Downstream 17 17 537.00 MHz 7.30 dBmV 40.95 dB 256QAM 288239 0 0
Downstream 18 18 543.00 MHz 7.20 dBmV 40.95 dB 256QAM 227602 2 0
Downstream 19 19 549.00 MHz 7.40 dBmV 40.37 dB 256QAM 290426 0 0
Downstream 20 20 555.00 MHz 7.50 dBmV 40.37 dB 256QAM 286385 0 0
Downstream 21 21 561.00 MHz 7.70 dBmV 40.37 dB 256QAM 182692 0 0
Downstream 22 22 567.00 MHz 7.80 dBmV 40.95 dB 256QAM 166076 0 0
Downstream 23 23 573.00 MHz 7.80 dBmV 40.37 dB 256QAM 172471 0 0
Downstream 24 24 579.00 MHz 7.90 dBmV 40.37 dB 256QAM 174380 0 0
Downstream 25 25 585.00 MHz 7.50 dBmV 37.90 dB 256QAM 466800 0 0
Downstream 26 26 591.00 MHz 7.60 dBmV 39.20 dB 256QAM 461827 0 0
Downstream 27 27 597.00 MHz 7.70 dBmV 38.60 dB 256QAM 464899 0 0
Downstream 28 28 603.00 MHz 7.40 dBmV 39.90 dB 256QAM 383277 0 0
Downstream 29 29 609.00 MHz 7.60 dBmV 39.90 dB 256QAM 436947 0 0
Downstream 30 30 615.00 MHz 7.20 dBmV 39.50 dB 256QAM 395152 0 0
Downstream 31 31 621.00 MHz 7.40 dBmV 39.90 dB 256QAM 400889 0 0
Downstream 32 32 627.00 MHz 7.70 dBmV 39.50 dB 256QAM 424811 0 0

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 16.40 MHz 30.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 6 10.40 MHz 30.18 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 16QAM
Upstream 3 5 40.40 MHz 30.18 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 64QAM
Upstream 4 4 35.60 MHz 31.43 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 5 3 29.20 MHz 31.43 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 6 2 22.80 MHz 30.18 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Event Log

1/21/2024 6:02 73040100 6 TLV-11 - unrecognized OID
1/21/2024 7:13 82000200 3 No Ranging Response received - T3 time-out
1/21/2024 7:17 73040100 6 TLV-11 - unrecognized OID
1/21/2024 7:39 82000200 3 No Ranging Response received - T3 time-out
1/21/2024 7:46 73040100 6 TLV-11 - unrecognized OID
1/21/2024 8:34 82000200 3 No Ranging Response received - T3 time-out
1/21/2024 9:02 73040100 6 TLV-11 - unrecognized OID
1/21/2024 10:17 82000200 3 No Ranging Response received - T3 time-out
1/21/2024 10:37 73040100 6 TLV-11 - unrecognized OID
1/21/2024 10:48 82000200 3 No Ranging Response received - T3 time-out
1/21/2024 11:07 73040100 6 TLV-11 - unrecognized OID
1/21/2024 11:18 82000200 3 No Ranging Response received - T3 time-out

Question

 • 

Updated 

1 year ago

88

2

0

XfinityFrank

Official Employee

 • 

1.3K Messages

1 year ago

Hi there @tdock ! Thanks for reaching out on the Community Forum about your reset issue! Looking at the upstream and downstream signal levels, they do appear to be normal. The T3 timeouts are concerning, usually a problem with noise or a bad piece of cable, amplifier if applicable, etc. The first thing to check is that there are no breaks in the coaxial cable or loose connections between the back of the modem and any splitters or wall plate. Have you had a chance to inspect those connection points at all?

2

0

tdock

7 Messages

@XfinityFrank​ I ended up disconnecting the modem, spraying it out with some canned air and reconnecting it and making the connections were tight. There were a few more outages in the hours following and then it seemed to slow down. There was only one T3 Timeout the next day (although there were 3 outages of over the course of one hour). Today there have only been a couple minor outages of a couple seconds but these do not show up as T3 timeouts so those may be unrelated. I don't know if fixing the connection should have immediately stopped the outages but my connection seems to have greatly improved over the past two days.

At any rate, my internet is now much more useable. Thank you for your reply!

This reply has been converted into a comment

1 year ago

0

XfinityBenny

Official Employee

 • 

790 Messages

@tdock That is great news. T3's are normal, and can happen. The reconnect is so fast, that you should not notice anything at all. If you do, or if there are a flurry of timeouts, let us know. We'll make sure you get the best performance from your connection! 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

forum icon

New to the Community?

Start Here