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user_anon1000
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Monday, November 6th, 2023

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Little to No WAN Connection via Router; Intermittent via Direct Connection to Surfboard S33v2 Modem

Hi, I’m having some severe internet issues that have proved very difficult to troubleshoot. Summary:

11/5/2023 – I have no WAN connection from router. Restarted both the router and modem several times. Tried different ethernet cords from modem to router. WAN connection would sometimes come online for a minute and then drop again. Via Xfinity app, modem appears “online” through all this time. Blue light on Arris Surfboard 33v2 modem during all of this.

At first, I suspected an issue with my router, because could not log into it from my desktop PC, but this may be a different issue (DNS), as I could log into it wirelessly through a laptop. But I tried two other routers to rule that out, and I still did not have any WAN coming through the routers (three total).

Tried connecting from modem straight to desktop PC. Initially, this worked immediately. Then, this became intermittent as well with no internet access. I logged into the modem and started getting familiar with the status, logs and diagnostics. These are noted below from 11/5/2023. I believe my downstream readings are OK but upstream are on the low end. I have several errors in the event log that may be relevant. No known changes/issues with my cable wiring, though I guess I should check the box outside. Only use of cable in home is for internet service.

Contacted Xfinity support. They ran me through ipconfig release and renew on my desktop PC, as well as my laptop wirelessly connected. This did not help. They said the modem looks fine on their end. They told me to contact Asus and TP-Link (the routers I’ve been using to test), which did not make sense to me. I said it seems like the problem is a configuration issue with the modem (though I’ve never modified any settings), the modem itself, or upstream on their end. They suggested I contact Arris. I’m doing that and posting here to try and get some help.

Note that this is pretty much a brand-new modem that I purchased in June 2023 in order to solve the issue I was having then, which seems to be exactly the same issue with an intermittent WAN connection with no difference between my TP-Link router and brand new ASUS router (again then I was suspecting my router was the problem, but it was not). At that time I thought my old Netgear router, with older/outdated DOCSIS standard, was the issue as I had had it for many years. Initially the Surfboard was great, but thinking over the last several months, I believe I’ve been having this WAN connection issue intermittently. Nothing like now though.

Randomly, the WAN was working late yesterday via the router. When I got up today, it was dropped again. Intermittently working via direct connection to desktop PC.

Please help!

Downstream Bonded Channels

Channel ID

Lock Status

Modulation

Frequency

Power

SNR/MER

Corrected

Uncorrectables

41

Locked

QAM256

675000000 Hz

0 dBmV

40 dB

0

0

13

Locked

QAM256

507000000 Hz

2 dBmV

40 dB

0

0

14

Locked

QAM256

513000000 Hz

2 dBmV

40 dB

0

0

15

Locked

QAM256

519000000 Hz

2 dBmV

40 dB

0

0

16

Locked

QAM256

525000000 Hz

2 dBmV

40 dB

0

0

17

Locked

QAM256

531000000 Hz

2 dBmV

40 dB

0

0

18

Locked

QAM256

537000000 Hz

2 dBmV

40 dB

0

0

19

Locked

QAM256

543000000 Hz

1 dBmV

40 dB

0

0

20

Locked

QAM256

549000000 Hz

1 dBmV

40 dB

0

0

21

Locked

QAM256

555000000 Hz

1 dBmV

40 dB

0

0

22

Locked

QAM256

561000000 Hz

1 dBmV

40 dB

0

0

23

Locked

QAM256

567000000 Hz

1 dBmV

40 dB

0

0

24

Locked

QAM256

573000000 Hz

1 dBmV

40 dB

0

0

25

Locked

QAM256

579000000 Hz

1 dBmV

40 dB

0

0

26

Locked

QAM256

585000000 Hz

1 dBmV

40 dB

0

0

27

Locked

QAM256

591000000 Hz

0 dBmV

40 dB

0

0

28

Locked

QAM256

597000000 Hz

0 dBmV

40 dB

0

0

29

Locked

QAM256

603000000 Hz

0 dBmV

40 dB

0

0

30

Locked

QAM256

609000000 Hz

0 dBmV

40 dB

0

0

31

Locked

QAM256

615000000 Hz

0 dBmV

40 dB

0

0

32

Locked

QAM256

621000000 Hz

0 dBmV

40 dB

0

0

33

Locked

QAM256

627000000 Hz

0 dBmV

39 dB

0

0

34

Locked

QAM256

633000000 Hz

0 dBmV

39 dB

0

0

35

Locked

QAM256

639000000 Hz

0 dBmV

39 dB

0

0

36

Locked

QAM256

645000000 Hz

0 dBmV

39 dB

0

0

37

Locked

QAM256

651000000 Hz

0 dBmV

40 dB

0

0

38

Locked

QAM256

657000000 Hz

0 dBmV

39 dB

0

0

39

Locked

QAM256

663000000 Hz

0 dBmV

40 dB

0

0

40

Locked

QAM256

669000000 Hz

0 dBmV

40 dB

0

0

42

Locked

QAM256

681000000 Hz

0 dBmV

40 dB

0

0

43

Locked

QAM256

687000000 Hz

0 dBmV

40 dB

0

0

44

Locked

QAM256

693000000 Hz

1 dBmV

40 dB

0

0

159

Locked

OFDM PLC

722000000 Hz

1 dBmV

40 dB

5863502

0

 

Upstream Bonded Channels

Channel ID

Lock Status

US Channel Type

Frequency

Width

Power

9

Locked

SC-QAM

10400000 Hz

3200000

42.0 dBmV

10

Locked

SC-QAM

16400000 Hz

6400000

42.0 dBmV

11

Locked

SC-QAM

22800000 Hz

6400000

42.5 dBmV

12

Locked

SC-QAM

29200000 Hz

6400000

42.5 dBmV

13

Locked

SC-QAM

35600000 Hz

6400000

42.5 dBmV

14

Locked

SC-QAM

40400000 Hz

3200000

42.5 dBmV

 

Date Time

Event Level

Description

31/12/1969
16:00:20

3

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=(redacted);CMTS-MAC=(redacted);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, 5-42MHz.

31/12/1969
16:00:41

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:41

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:41

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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
16:00:20

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.

31/12/1969
16:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:40

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:40

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:40

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:38

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:38

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

5/11/2023
10:05:58

3

Failed LAN WebGUI login attempt from (IP address redacted) on 23/11/05 at 10:05 AM.

5/11/2023
10:06:49

3

Failed LAN WebGUI login attempt from (IP address redacted) on 23/11/05 at 10:06 AM.

5/11/2023
10:09:16

3

Successful LAN WebGUI login from (IP address redacted) on 23/11/05 at 10:09 AM.

5/11/2023
10:11:02

3

Successful LAN WebGUI login from (IP address redacted) on 23/11/05 at 10:11 AM.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:39

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:39

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:59

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:59

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:59

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

5/11/2023
17:55:52

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

5/11/2023
17:55:52

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

5/11/2023
17:55:52

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

5/11/2023
18:35:20

3

Successful LAN WebGUI login from (IP address redacted) on 23/11/05 at 6:35 PM.

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=(redacted);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, 5-42MHz.

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.

31/12/1969
16:00:36

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

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=(redacted);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, 5-42MHz.

31/12/1969
16:00:30

6

Honoring MDD; IP provisioning mode = IPv6

31/12/1969
16:00:41

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.

31/12/1969
16:00:41

3

CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.

31/12/1969
16:00:41

3

CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.

5/11/2023
20:10:07

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;

5/11/2023
20:10:12

5

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;

5/11/2023
20:10:13

5

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;

5/11/2023
20:10:13

5

Dynamic Range Window violation

5/11/2023
20:10:13

5

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=(redacted);CMTS-MAC=(redacted);CM-QOS=1.1;CM-VER=3.1;

5/11/2023
20:10:13

5

Dynamic Range Window violation

5/11/2023
20:11:34

3

Successful LAN WebGUI login from (IP address redacted) on 23/11/05 at 8:11 PM.

 

Question

 • 

Updated 

2 years ago

139

1

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Selected Oldest First
flatlander3

Problem Solver

 • 

1.5K Messages

2 years ago

You're going to need some help on this one and help from someone other than tier 1 support.  The signal power looks good, but your modem is rebooting.  Everything with a log entry date stamp for the year 1969 is when your modem was trying to connect back up to Xfinity, so of course, you would have no internet access during this time.  There is no real-time clock in your modem.  It gets the time/date from the network.  

These entries are interesting:  "RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW".  If it said "Bottom of the DRW", that's an obvious plant problem and there would be some signal tilt involved, but it doesn't, and there was more than one entry recorded and that's problematic according to my understanding of the spec, and of how it's supposed to work.  They really need to look at it from Xfinity's end.  They'd get a lot more detail on the error and might have some equipment dying.  Are your neighbors having issues too??

I don't know how to escalate it and it would be really hit and miss for a tech to see that on a service visit, since it would be working fine.....until it doesn't.  Anyone know how to escalate something to tier 2?   

3

0

user_anon1000

3 Messages

@flatlander3​ Thanks for the reply! I talked to Arris and they said the upstream channel range should be 45-52. They recommend I give these logs to Xfinity and have them adjust things on their end. Perhaps that's the main culprit here, though there are many other apparent issues in the log. I haven't had a chance to ask the neighbors if they're having issues either, but I suppose it could be dependent on what modem they have and whether the ranges are OK for them or not.

Your assessment of the logs are helpful as well. I'll be giving it all to Xfinity... if I can figure out a way to escalate it, as you mention... if nothing else, I'll just call them again and keep asking for the next level of support. It seems harder and harder to even find how to call ISPs these days. Everything through their automated assistant that you have to start over with every time.

Thanks.

2 years ago

0

flatlander3

Problem Solver

 • 

1.5K Messages

@user_anon1000​  Arris is shining you on too then.  You want the upstream power to be low.  Upstream channel power adjusts itself.  It's the amount of power your modem has to shove to maintain contact.  If it's running over 50dB, you've likely got connector or splitter problems and you'd be pushing really hard to get a signal out.  You'd see codeword errors on DOCSIS 3.1.  This can also cause spontaneous reboots.  It's not the problem in your case.  Downstream power at 0dB is dead perfect in the center of the range you want (-7dB to +7db).  That's not it either.

You don't control RNG-RSP CCAP Commanded Power, and overshoot is an odd duck case.  They really have to look at that from the other end.   Logging might be really limited on your Arris too. It doesn't even look like it records DHCP messages.  You could spend $100 on a tech visit to check things out, but whatever they carry on the truck for diagnostic equipment isn't going to tell them anything other than what your modem did, and since it's transient, they likely wouldn't see it. 

2 years ago

0

XfinityDena

Official Employee

 • 

3.6K Messages

Hello @user_anon1000 were you able to reach out and speak with us? 

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

2 years ago

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