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S33 Arris Modem - only 1 Bonded Upstream Channel Locked - Losing Connectivity in the Afternoons daily
For the last several weeks to now almost daily, my S33 Arris Modem loses upstream connectivity first (and then all connectivity) between the hours of 1-3PM (I live in Houston). The outage can happen for minutes or hours. I sometimes lose connections at other points during the day, but almost daily between 1-3pm.
A few things I've noticed in the error logs:
- 16 consecutive T3 timeouts while trying to range on upstream channel 5
- No Ranging Response received - T3 time-out
- Started Unicast Maintenance Ranging - No Response received - T3 time-out
- CM-STATUS message sent. Event Type Code: 8; Chan ID: 3; DSID: N/A
- CM-STATUS message sent. Event Type Code: 7; Chan ID: 3 4; DSID: N/A
I also noticed that only 1 Upstream Bonded Channels is locked - Channel 5. Channels 1,2,3,4 and 11 remain Unlocked. Power level for Channel 5 is 58.0 dBmW and all other channels range between 51.3-55.0. All Downstream Channels are locked, power levels are at 1 dBmW, SNR/MER is around 42/43 db, Corrected and Uncorrectable are 0 for almost all downstream channels.
When the outage happens, I notice my upload speed/link goes first and then minutes later the whole connection. I can restart my modem, but that doesnt usually work. My cable TV is also out during this period.
Any thoughts as to what is happening?
BruceW
Gold Problem Solver
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26.4K Messages
1 year ago
The downstream stats are OK but the upstream is a different matter. At least 3 upstream channels should be locked, and the power levels are out of spec (too high). Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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CCKrista
Retired Employee
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1.5K Messages
1 year ago
Hello @user_apk56, thank you for taking the time to reach out on social media. I understand your concern with the upstream connectivity, and I'd like the opportunity to check into that for you.
To access your account, will you please send us a direct message with your full name and complete service address.
To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
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