R

Friday, September 13th, 2024 5:37 AM

Internet keeps disconnecitng

Arris S33 sometimes it stays good for a couple of days and then it reboots*Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers

Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
5 Locked QAM256 507000000 Hz 6 dBmV 42 dB 3 0
1 Locked QAM256 477000000 Hz 6 dBmV 42 dB 1 0
2 Locked QAM256 483000000 Hz 6 dBmV 42 dB 1 0
3 Locked QAM256 489000000 Hz 6 dBmV 42 dB 1 0
4 Locked QAM256 495000000 Hz 6 dBmV 42 dB 1 0
6 Locked QAM256 513000000 Hz 6 dBmV 42 dB 2 0
7 Locked QAM256 519000000 Hz 5 dBmV 42 dB 3 0
8 Locked QAM256 525000000 Hz 5 dBmV 42 dB 3 0
9 Locked QAM256 531000000 Hz 5 dBmV 42 dB 5 0
10 Locked QAM256 537000000 Hz 5 dBmV 41 dB 4 0
11 Locked QAM256 543000000 Hz 5 dBmV 41 dB 2 0
12 Locked QAM256 549000000 Hz 5 dBmV 41 dB 3 0
13 Locked QAM256 555000000 Hz 5 dBmV 41 dB 4 0
14 Locked QAM256 561000000 Hz 5 dBmV 41 dB 4 0
15 Locked QAM256 567000000 Hz 5 dBmV 41 dB 7 0
16 Locked QAM256 573000000 Hz 5 dBmV 41 dB 2 0
17 Locked QAM256 579000000 Hz 5 dBmV 41 dB 7 0
18 Locked QAM256 585000000 Hz 5 dBmV 41 dB 5 0
19 Locked QAM256 591000000 Hz 5 dBmV 41 dB 6 0
33 Locked QAM256 453000000 Hz 6 dBmV 42 dB 1 0
34 Locked QAM256 459000000 Hz 7 dBmV 42 dB 1 0
35 Locked QAM256 465000000 Hz 7 dBmV 42 dB 2 0
36 Locked QAM256 471000000 Hz 6 dBmV 42 dB 1 0
37 Locked OFDM PLC 690000000 Hz 5 dBmV 41 dB 835524542 0
38 Locked QAM256 429000000 Hz 6 dBmV 42 dB 0 0
39 Locked QAM256 435000000 Hz 6 dBmV 42 dB 1 0
40 Locked QAM256 441000000 Hz 6 dBmV 42 dB 1 0
41 Locked QAM256 447000000 Hz 6 dBmV 42 dB 1 0
42 Locked QAM256 405000000 Hz 7 dBmV 42 dB 0 0
43 Locked QAM256 411000000 Hz 6 dBmV 42 dB 0 0
44 Locked QAM256 417000000 Hz 6 dBmV 42 dB 0 0
45 Locked QAM256 423000000 Hz 6 dBmV 42 dB 0 0


 

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 35600000 Hz 6400000 37.3 dBmV
2 Locked SC-QAM 29200000 Hz 6400000 37.3 dBmV
3 Locked SC-QAM 22800000 Hz 6400000 37.0 dBmV
4 Locked SC-QAM 16400000 Hz 6400000 36.3 dBmV
5 Locked SC-QAM 39600000 Hz 1600000 38.0 dBmV

Expert

 • 

107.2K Messages

2 months ago

The signal stat values were good at that snapshot in time. Please post the modem's RF error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publicly.

5 Messages

hi EG,

are you talking about event logs?

5 Messages

Date Time Event Level Description
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:34 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
17/8/2024
05:58:08 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-ou
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:07:17 3 No Ranging Response received - T3 time-out
31/12/1969
19:13:10 3 No Ranging Response received - T3 time-out
31/12/1969
19:18:20 3 No Ranging Response received - T3 time-out
31/12/1969
19:18:49 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:18:49 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
27/8/2024
16:51:42 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:36 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:36 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:36 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
12/9/2024
23:18:41 3 Failed LAN WebGUI login attempt from 68. on 24/09/12 at 11:18 PM.
12/9/2024
23:19:08 3 Successful LAN WebGUI login from 68. on 24/09/12 at 11:19 PM.
12/9/2024
23:35:34 3 Failed LAN WebGUI login attempt from 68. on 24/09/12 at 11:35 PM.
12/9/2024
23:35:45 3 Successful LAN WebGUI login from 68. on 24/09/12 at 11:35 PM.
13/9/2024
00:05:51 3 Failed LAN WebGUI login attempt from 68. on 24/09/13 at 12:05 AM.
13/9/2024
00:06:03 3 Successful LAN WebGUI login from 68. on 24/09/13 at 12:06 AM.
13/9/2024
00:29:27 3 Successful LAN WebGUI login from 68. on 24/09/13 at 12:29 AM.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:23 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:27 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
19:00:39 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
13/9/2024
09:15:05 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.
13/9/2024
11:55:15 3 Successful LAN WebGUI login from 68. on 24/09/13 at 11:55 AM.

(edited)

5 Messages

 what brand of coaxial splitters do you like and use? and what coaxial cable do you like and use thank you EG.

also, I was thinking later updating to MoCA could use this Amphenol 2-Way Digital Coaxial Splitter MoCA 2.5 ABS312H without MoCA installed or should I wait?

thanks again

ross

(edited)

Expert

 • 

107.2K Messages

2 months ago

Quite welcome ! I prefer not to recommend specific brands of equipment / hardware but that splitter is a good quality one. And yes. You can use a MoCA compliant splitter even if you don't yet have MoCA enabled.

Back to the issue at hand. So even though the signal status values looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is intermittent 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 check those upstream receive signal stats.

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

Official Employee

 • 

655 Messages

2 months ago

Hey there, @ROSSROSSROSS. Thank you for working with our community expert, @EG. We can dive into the signal like they suggested and provide assistance to get this intermittent connection issue resolved for you. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

5 Messages

ok thank you I will let then know.

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