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Modem is dropping internet connection sporadically
My internet is now dropping several times a day, usually running for only an hour or less before having to be restarted.
My modem is an Arris SB6183. The event log seems to have an infinite loop of errors being triggered and looks as follows:
| Tue Jul 27 17:41:26 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 17:41:27 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 17:41:32 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 17:41:55 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:44:56 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:45:22 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:48:22 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:48:33 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 17:48:56 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:51:57 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:52:22 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:55:22 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:55:33 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 17:55:56 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:58:56 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 17:59:21 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 18:02:22 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 18:02:33 2021 | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.0;CM-VER=3.0; |
| Tue Jul 27 18:02:55 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 18:05:56 2021 | Critical (3) | Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
| Tue Jul 27 18:06:22 2021 | Critical (3) | TLV-11 - Illegal Set operation failed;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.0; |
The status specs look like this:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | Locked | |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | ||||||||
|---|---|---|---|---|---|---|---|---|
| Channel | Lock Status | Modulation | Channel ID | Frequency | Power | SNR | Corrected | Uncorrectables |
| 1 | Locked | QAM256 | 13 | 495000000 Hz | -6.7 dBmV | 38.9 dB | 0 | 0 |
| 2 | Locked | QAM256 | 1 | 411000000 Hz | -7.5 dBmV | 39.1 dB | 0 | 0 |
| 3 | Locked | QAM256 | 2 | 417000000 Hz | -7.7 dBmV | 39.0 dB | 0 | 0 |
| 4 | Locked | QAM256 | 3 | 423000000 Hz | -7.8 dBmV | 39.0 dB | 0 | 0 |
| 5 | Locked | QAM256 | 4 | 435000000 Hz | -7.8 dBmV | 39.0 dB | 0 | 0 |
| 6 | Locked | QAM256 | 5 | 447000000 Hz | -8.0 dBmV | 39.0 dB | 0 | 0 |
| 7 | Locked | QAM256 | 6 | 453000000 Hz | -7.2 dBmV | 39.1 dB | 0 | 0 |
| 8 | Locked | QAM256 | 7 | 459000000 Hz | -7.6 dBmV | 38.9 dB | 0 | 0 |
| 9 | Locked | QAM256 | 8 | 465000000 Hz | -7.0 dBmV | 38.9 dB | 0 | 0 |
| 10 | Locked | QAM256 | 9 | 471000000 Hz | -7.4 dBmV | 38.8 dB | 0 | 0 |
| 11 | Locked | QAM256 | 10 | 477000000 Hz | -6.6 dBmV | 39.0 dB | 0 | 0 |
| 12 | Locked | QAM256 | 11 | 483000000 Hz | -6.7 dBmV | 38.9 dB | 0 | 0 |
| 13 | Locked | QAM256 | 12 | 489000000 Hz | -6.5 dBmV | 39.0 dB | 0 | 0 |
| 14 | Locked | QAM256 | 14 | 507000000 Hz | -6.2 dBmV | 37.5 dB | 0 | 0 |
| 15 | Locked | QAM256 | 15 | 513000000 Hz | -6.5 dBmV | 38.8 dB | 0 | 0 |
| 16 | Locked | QAM256 | 16 | 519000000 Hz | -6.2 dBmV | 38.9 dB | 0 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Lock Status | US Channel Type | Channel ID | Symbol Rate | Frequency | Power |
| 1 | Locked | ATDMA | 10 | 5120 Ksym/sec | 22800000 Hz | 49.5 dBmV |
| 2 | Locked | ATDMA | 9 | 5120 Ksym/sec | 16400000 Hz | 49.5 dBmV |
| 3 | Locked | ATDMA | 11 | 5120 Ksym/sec | 29200000 Hz | 49.5 dBmV |
| 4 | Locked | ATDMA | 12 | 5120 Ksym/sec | 35600000 Hz | 50.9 dBmV |
Any help would be greatly appreciated!!! Thanks in advance!
EG
Expert
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111.6K Messages
4 years ago
The upstream power is on the high side and it may be intermittently fluctuating even higher to out of spec levels. And the downstream power is low / weak. 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 there 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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, 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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CCElizabeth
Problem Solver
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908 Messages
4 years ago
Hello @user_f9c50b. Did EG's recommendations help your internet connection? If so, please let us know so the community can benefit from this solution. If not, please let me know what troubleshooting you've done so far to try and resolve this issue.
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