Regular Visitor
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4 Messages
Re: Modem unresponsive
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
Expert
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109.1K Messages
5 years ago
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 ?
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FLOBCLOB
Regular Visitor
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4 Messages
5 years ago
Arris SVG2482AC
IndexLock StatusFrequencySNRPower Level
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EG
Expert
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109.1K Messages
5 years ago
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.
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FLOBCLOB
Regular Visitor
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4 Messages
5 years ago
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EG
Expert
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109.1K Messages
5 years ago
Good Luck !
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