Re: Random Modem Resets, several times over the last few days.

Question

I have same modem and mine has too. I was thinking it was an Xfinity issue though.?

TEvans6589 · Answer

I agree and think it's an Xfinity issue. I thought I would post a message to see if others have had the same issue. I'm hoping someone might know how to resolve it or can confirm that its an issue with Xfinity.

EG · Answer

Start here;https://forums.xfinity.com/t5/Your-Home-Network/Internet-Troubleshooting-Tips/m-p/3310447#M316652

EG · Answer

Are the signal status numbers in spec ? The values are there in those tips.

TEvans6589 · Answer

Thanks for that info. After a quick review the issue seems to be 'critical T3 timeouts' I'm seeing the modem reset everytime the T3 timeouts happen. I now need to figure out what's causing the issue.

EG · Answer

The upstream power is too high and it may be intermittently fluctuating even higher 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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TEvans6589 · Answer

Startup ProcedureProcedureStatusCommentAcquire Downstream Channel LockedConnectivity StateOKOperationalBoot StateOKOperationalConfiguration FileOK SecurityEnabledBPI+DOCSIS Network Access EnabledAllowed   Downstream Bonded Channels ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables1Locked256QAM16477.00 MHz0.60 dBmV38.61 dB540382Locked256QAM17483.00 MHz0.80 dBmV38.61 dB759423Locked256QAM18489.00 MHz0.70 dBmV38.61 dB1104444Locked256QAM19495.00 MHz0.60 dBmV38.61 dB1259365Not Locked----20507.00 MHz----------------6Locked256QAM21513.00 MHz0.30 dBmV35.60 dB2047387Locked256QAM22519.00 MHz0.40 dBmV37.36 dB2687338Locked256QAM23525.00 MHz0.10 dBmV37.36 dB3271289Locked256QAM24531.00 MHz0.10 dBmV37.64 dB30563710Locked256QAM25537.00 MHz0.30 dBmV37.64 dB22983911Locked256QAM26543.00 MHz0.30 dBmV37.64 dB25673612Locked256QAM27549.00 MHz0.40 dBmV37.64 dB34523713Locked256QAM28555.00 MHz0.30 dBmV37.64 dB31413914Locked256QAM29561.00 MHz0.20 dBmV37.64 dB26203115Locked256QAM30567.00 MHz0.40 dBmV37.36 dB1634016Locked256QAM31573.00 MHz-0.10 dBmV37.64 dB1667017Locked256QAM32579.00 MHz-0.30 dBmV37.64 dB1523218Locked256QAM33585.00 MHz-0.60 dBmV37.64 dB1294019Locked256QAM34591.00 MHz-0.70 dBmV37.36 dB1811620Locked256QAM35597.00 MHz-0.50 dBmV37.36 dB1650021Locked256QAM36603.00 MHz-0.30 dBmV35.78 dB1096022Locked256QAM37609.00 MHz-0.50 dBmV37.36 dB481023Locked256QAM38615.00 MHz-0.30 dBmV37.36 dB258024Locked256QAM39621.00 MHz-0.30 dBmV37.36 dB181025Locked256QAM40627.00 MHz0.20 dBmV37.90 dB138026Locked256QAM41633.00 MHz0.10 dBmV38.60 dB104027Locked256QAM42639.00 MHz-0.30 dBmV38.60 dB134028Locked256QAM43645.00 MHz-0.60 dBmV38.20 dB148029Locked256QAM44651.00 MHz-0.90 dBmV38.20 dB173030Locked256QAM45657.00 MHz-0.60 dBmV38.60 dB279031Locked256QAM46663.00 MHz-0.10 dBmV38.60 dB250032Locked256QAM47669.00 MHz0.10 dBmV38.60 dB1870  Upstream Bonded Channels ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower1LockedATDMA35120 kSym/s30.30 MHz52.25 dBmV2LockedATDMA15120 kSym/s17.30 MHz51.75 dBmV3LockedATDMA45120 kSym/s36.70 MHz53.00 dBmV4LockedATDMA25120 kSym/s23.70 MHz51.00 dBmV5LockedATDMA51280 kSym/s41.20 MHz51.25 dBmV

TEvans6589 · Answer

The filter is a FRSA50, below are the stats without the filter.

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	256QAM	16	477.00 MHz	4.60 dBmV	38.61 dB	9	0
2	Locked	256QAM	17	483.00 MHz	4.90 dBmV	38.98 dB	0	0
3	Locked	256QAM	18	489.00 MHz	4.90 dBmV	38.61 dB	12	0
4	Locked	256QAM	19	495.00 MHz	4.60 dBmV	38.61 dB	0	0
5	Locked	256QAM	20	507.00 MHz	4.50 dBmV	27.69 dB	159964	273
6	Locked	256QAM	21	513.00 MHz	4.40 dBmV	36.61 dB	0	0
7	Locked	256QAM	22	519.00 MHz	4.50 dBmV	37.36 dB	0	0
8	Locked	256QAM	23	525.00 MHz	4.40 dBmV	38.98 dB	0	0
9	Locked	256QAM	24	531.00 MHz	4.50 dBmV	38.61 dB	0	0
10	Locked	256QAM	25	537.00 MHz	4.60 dBmV	38.61 dB	0	0
11	Locked	256QAM	26	543.00 MHz	4.70 dBmV	38.98 dB	0	0
12	Locked	256QAM	27	549.00 MHz	4.70 dBmV	38.61 dB	0	0
13	Locked	256QAM	28	555.00 MHz	4.80 dBmV	38.61 dB	0	0
14	Locked	256QAM	29	561.00 MHz	4.50 dBmV	38.98 dB	0	0
15	Locked	256QAM	30	567.00 MHz	4.50 dBmV	38.61 dB	0	0
16	Locked	256QAM	31	573.00 MHz	4.00 dBmV	38.61 dB	0	0
17	Locked	256QAM	32	579.00 MHz	3.80 dBmV	38.61 dB	0	0
18	Locked	256QAM	33	585.00 MHz	3.50 dBmV	38.61 dB	0	0
19	Locked	256QAM	34	591.00 MHz	3.40 dBmV	37.64 dB	0	0
20	Locked	256QAM	35	597.00 MHz	4.00 dBmV	37.64 dB	0	0
21	Locked	256QAM	36	603.00 MHz	4.30 dBmV	37.64 dB	0	0
22	Locked	256QAM	37	609.00 MHz	4.10 dBmV	37.64 dB	0	0
23	Locked	256QAM	38	615.00 MHz	4.20 dBmV	38.61 dB	0	0
24	Locked	256QAM	39	621.00 MHz	4.10 dBmV	38.61 dB	0	0
25	Locked	256QAM	40	627.00 MHz	4.50 dBmV	36.90 dB	0	0
26	Locked	256QAM	41	633.00 MHz	4.30 dBmV	38.90 dB	0	0
27	Locked	256QAM	42	639.00 MHz	4.00 dBmV	37.30 dB	0	0
28	Locked	256QAM	43	645.00 MHz	3.90 dBmV	38.90 dB	0	0
29	Locked	256QAM	44	651.00 MHz	3.40 dBmV	38.90 dB	0	0
30	Locked	256QAM	45	657.00 MHz	4.00 dBmV	39.20 dB	0	0
31	Locked	256QAM	46	663.00 MHz	4.50 dBmV	37.90 dB	0	0
32	Locked	256QAM	47	669.00 MHz	4.80 dBmV	37.90 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	30.30 MHz	38.50 dBmV
2	Locked	ATDMA	1	5120 kSym/s	17.30 MHz	38.75 dBmV
3	Locked	ATDMA	4	5120 kSym/s	36.70 MHz	39.75 dBmV
4	Locked	ATDMA	2	5120 kSym/s	23.70 MHz	38.00 dBmV
5	Locked	ATDMA	5	1280 kSym/s	41.20 MHz	37.50 dBmV

TEvans6589 · Answer

Okay, I went out and removed the 3-way splitter and did a direct connection to the modem. I only use Xfinity for internet so this isn't an issue moving forward. See below for the new data.

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	256QAM	16	477.00 MHz	3.90 dBmV	38.98 dB	47	0
2	Locked	256QAM	17	483.00 MHz	4.20 dBmV	38.61 dB	27	0
3	Locked	256QAM	18	489.00 MHz	4.20 dBmV	38.61 dB	32	0
4	Locked	256QAM	19	495.00 MHz	3.90 dBmV	38.61 dB	32	0
5	Not Locked	----	20	507.00 MHz	----	----	----	----
6	Locked	256QAM	21	513.00 MHz	3.90 dBmV	36.39 dB	28	0
7	Locked	256QAM	22	519.00 MHz	4.00 dBmV	38.61 dB	49	2
8	Locked	256QAM	23	525.00 MHz	3.70 dBmV	38.98 dB	24	20
9	Locked	256QAM	24	531.00 MHz	3.90 dBmV	38.61 dB	48	4
10	Locked	256QAM	25	537.00 MHz	3.80 dBmV	38.61 dB	75	1
11	Locked	256QAM	26	543.00 MHz	3.90 dBmV	38.61 dB	47	13
12	Locked	256QAM	27	549.00 MHz	4.00 dBmV	38.61 dB	32	0
13	Locked	256QAM	28	555.00 MHz	3.90 dBmV	38.98 dB	34	0
14	Locked	256QAM	29	561.00 MHz	3.70 dBmV	38.98 dB	42	0
15	Locked	256QAM	30	567.00 MHz	3.80 dBmV	38.61 dB	40	0
16	Locked	256QAM	31	573.00 MHz	3.40 dBmV	38.61 dB	31	0
17	Locked	256QAM	32	579.00 MHz	3.30 dBmV	38.61 dB	4	0
18	Locked	256QAM	33	585.00 MHz	2.90 dBmV	37.64 dB	0	0
19	Locked	256QAM	34	591.00 MHz	3.00 dBmV	37.64 dB	0	0
20	Locked	256QAM	35	597.00 MHz	3.40 dBmV	37.64 dB	0	0
21	Locked	256QAM	36	603.00 MHz	3.40 dBmV	37.64 dB	0	0
22	Locked	256QAM	37	609.00 MHz	3.10 dBmV	37.64 dB	0	0
23	Locked	256QAM	38	615.00 MHz	3.30 dBmV	37.64 dB	0	0
24	Locked	256QAM	39	621.00 MHz	3.40 dBmV	38.61 dB	0	0
25	Locked	256QAM	40	627.00 MHz	3.80 dBmV	38.20 dB	0	0
26	Locked	256QAM	41	633.00 MHz	3.70 dBmV	38.60 dB	0	0
27	Locked	256QAM	42	639.00 MHz	3.50 dBmV	38.60 dB	0	0
28	Locked	256QAM	43	645.00 MHz	3.30 dBmV	38.60 dB	0	0
29	Locked	256QAM	44	651.00 MHz	2.80 dBmV	38.60 dB	0	0
30	Locked	256QAM	45	657.00 MHz	3.20 dBmV	38.60 dB	0	0
31	Locked	256QAM	46	663.00 MHz	3.60 dBmV	38.60 dB	16	0
32	Locked	256QAM	47	669.00 MHz	3.80 dBmV	38.60 dB	11	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	3	5120 kSym/s	30.30 MHz	48.50 dBmV
2	Locked	ATDMA	1	5120 kSym/s	17.30 MHz	48.25 dBmV
3	Locked	ATDMA	4	5120 kSym/s	36.70 MHz	49.25 dBmV
4	Locked	ATDMA	2	5120 kSym/s	23.70 MHz	47.50 dBmV
5	Locked	ATDMA	5	1280 kSym/s	41.20 MHz	47.75 dBmV

EG · Answer

It's better, but I would still like to see a bit more wiggle room. 40 to 45 dB would be ideal.

As far as that filter goes, it depends on what type it is and why it was put there. If it is a MoCA POE filter, and you don't have or use MoCA, then it can be removed. If it is a noise filter that was put there by Comcast you may or may not still need it. Try removing it and see what happens. It may be benign and not causing any loss, and could possibly be left alone or re-installed. YMMV.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer! tick

TEvans6589 · Answer

I also noticed there was a filter before the main line was going into the 3-way. Should I keep that on or remove it now that it's a direct line into the modem?

EG · Answer

That trap is a dinosaur device. The upstream stats are so much better !! Bottom line. Live with it for a while now and see. You should be golden !

TEvans6589 · Answer

Can't thank you enough! You're the best! Thanks for all the help today.

EG · Answer

My pleasure !! I hope that things hold up for you ! Good luck !

Your Home Network

KeedyAC

Re: Random Modem Resets, several times over the last few days.

Responses

TEvans6589

EG

EG

TEvans6589

EG

TEvans6589

TEvans6589

TEvans6589

EG

TEvans6589

EG

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