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alos
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Sunday, February 25th, 2024 1:50 AM

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S33v2 intermittent connection issues

I've been having issues with my Arris S33v2. The connection would be up for a few hrs and then randomly disconnect. I've tried rebooting and resetting the modem. Here is some of the status tables from the modem:

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected
Uncorrectables
20 Locked QAM256 531000000 Hz 4 dBmV 44 dB 0 0
13 Locked QAM256 489000000 Hz 3 dBmV 44 dB 0 0
14 Locked QAM256 495000000 Hz 3 dBmV 44 dB 0 0
15 Locked QAM256 501000000 Hz 4 dBmV 44 dB 0 0
16 Locked QAM256 507000000 Hz 4 dBmV 44 dB 0 0
17 Locked QAM256 513000000 Hz 3 dBmV 44 dB 0 0
18 Locked QAM256 519000000 Hz 3 dBmV 44 dB 0 0
19 Locked QAM256 525000000 Hz 4 dBmV 45 dB 0 0
21 Locked QAM256 537000000 Hz 3 dBmV 44 dB 0 0
22 Locked QAM256 543000000 Hz 4 dBmV 44 dB 0 0
23 Locked QAM256 549000000 Hz 4 dBmV 44 dB 0 0
24 Locked QAM256 555000000 Hz 3 dBmV 44 dB 0 0
25 Locked QAM256 561000000 Hz 4 dBmV 44 dB 0 0
26 Locked QAM256 567000000 Hz 4 dBmV 44 dB 0 0
27 Locked QAM256 573000000 Hz 4 dBmV 44 dB 0 0
28 Locked QAM256 579000000 Hz 4 dBmV 44 dB 0 0
29 Locked QAM256 585000000 Hz 4 dBmV 44 dB 0 0
30 Locked QAM256 591000000 Hz 3 dBmV 44 dB 0 0
31 Locked QAM256 597000000 Hz 3 dBmV 44 dB 0 0
32 Locked QAM256 603000000 Hz 3 dBmV 44 dB 0 0
33 Locked QAM256 609000000 Hz 3 dBmV 44 dB 0 0
34 Locked QAM256 615000000 Hz 3 dBmV 44 dB 0 0
35 Locked QAM256 621000000 Hz 4 dBmV 44 dB 0 0
36 Locked QAM256 627000000 Hz 3 dBmV 44 dB 0 0
37 Locked QAM256 633000000 Hz 4 dBmV 44 dB 0 0
38 Locked QAM256 639000000 Hz 3 dBmV 44 dB 0 0
39 Locked QAM256 645000000 Hz 4 dBmV 44 dB 0 0
40 Locked QAM256 651000000 Hz 4 dBmV 44 dB 0 0
41 Locked QAM256 657000000 Hz 4 dBmV 44 dB 0 0
42 Locked QAM256 663000000 Hz 4 dBmV 44 dB 0 0
43 Locked QAM256 669000000 Hz 3 dBmV 44 dB 21326 80412
44 Locked QAM256 675000000 Hz 3 dBmV 43 dB 69749 323928
193 Locked OFDM PLC 957000000 Hz 0 dBmV 42 dB 8771885 0

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
17 Locked SC-QAM 16400000 Hz 6400000 45.3 dBmV
18 Locked SC-QAM 22800000 Hz 6400000 45.5 dBmV
19 Locked SC-QAM 29200000 Hz 6400000 44.8 dBmV
20 Locked SC-QAM 35600000 Hz 6400000 46.0 dBmV

I've seen other users like this one with similar issues. Is there a solution for these problems? Firmware update? Configuration that needs to change from Xfinity?

Forgot to mention that I see the following errors in the events section:

UCD invalid or channel unusable;
CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
YNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;

Question

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1 month ago

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XfinityChelseaB

Official Employee

 • 

1.1K Messages

7 months ago

Hello @alos ,Thanks so much for taking a moment out of your day to leave a post on our community forum. We do have a great troubleshooting page that could help. Take a look here: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting Or https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0#M316652

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alos

3 Messages

7 months ago

Thank you for responsing! I've followed the steps shown on the guide. I've pasted the table with the values from the events page and status in my first post. Today I had 2 episodes today where the modem would discconnect and then reconnect. Event log shows:

UCD invalid or channel unusable;CM-MAC=<some MAC address>;CMTS-MAC=<some other MAC address>;CM-QOS=1.1;CM-VER=3.1;

(edited)

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XfinityChelseaB

Official Employee

 • 

1.1K Messages

@alos, Thank you for sharing! If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

7 months ago

0

EG

Expert

 • 

106K Messages

7 months ago

@alos @XfinityChelseaB 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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alos

3 Messages

No solutions just yet. :(

7 months ago

0

Linuxguy42

1 Message

1 month ago

I have the same problem.

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EG

Expert

 • 

106K Messages

1 month ago

@Linuxguy42 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 6-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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