Re: Modem unresponsive

Question

I too am getting this message and am unable to restart my modem remotely. I must physically go to the modem, unplug it, and let it set for about 30 seconds, then plug it back in to get it to work again. Takes about ten minutes to get everything back up to working.

I wish Xfinity would at least address the issue here so that I have some notion as to whether I need a new modem, or if there is something else that needs to be done.

EG · Answer

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

What is the exact make and model number of the modem ?

FLOBCLOB · Answer

Arris SVG2482AC

IndexLock StatusFrequencySNRPower Level

Downstream

Channel Bonding Value

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

17

18

19

20

21

22

23

24

25

26

27

28

29

30

31

32

Locked

Not Locked

543.00 MHz

417.00 MHz

423.00 MHz

429.00 MHz

435.00 MHz

441.00 MHz

447.00 MHz

453.00 MHz

459.00 MHz

465.00 MHz

471.00 MHz

477.00 MHz

483.00 MHz

489.00 MHz

495.00 MHz

507.00 MHz

513.00 MHz

519.00 MHz

525.00 MHz

531.00 MHz

537.00 MHz

549.00 MHz

555.00 MHz

561.00 MHz

35.60 dB

35.78 dB

35.60 dB

35.78 dB

35.60 dB

35.78 dB

35.60 dB

35.08 dB

34.93 dB

35.60 dB

35.78 dB

35.08 dB

35.60 dB

35.78 dB

2.60 dBmV

3.60 dBmV

3.70 dBmV

3.40 dBmV

4.20 dBmV

4.70 dBmV

4.40 dBmV

4.20 dBmV

3.80 dBmV

3.90 dBmV

3.60 dBmV

3.70 dBmV

3.60 dBmV

3.30 dBmV

4.10 dBmV

4.00 dBmV

3.60 dBmV

3.40 dBmV

3.50 dBmV

3.10 dBmV

2.80 dBmV

3.50 dBmV

2.90 dBmV

IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type

Upstream	Channel Bonding Value
1	2	3	4	5	6	7	8
Locked	Locked	Locked	Locked	Locked	Not Locked	Not Locked	Not Locked
23.70 MHz	36.50 MHz	30.10 MHz	17.30 MHz	40.50 MHz
5120 KSym/s	5120 KSym/s	5120 KSym/s	5120 KSym/s	1280 KSym/s
54.00 dBmV	52.00 dBmV	53.50 dBmV	54.00 dBmV	52.25 dBmV
64 QAM	64 QAM	64 QAM	64 QAM	64 QAM
DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)	DOCSIS2.0 (ATDMA)

EG · Answer

The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting 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 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

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.

FLOBCLOB · Answer

Thanks for the information. I will check to see if we have any such connections and check for any hidden lose connections. I will let you you know what I find. Much appreciated!

EG · Answer

Good Luck !

Your Home Network

FLOBCLOB

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