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Third replacement XB6 reboots itself seemingly at random intervals

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Frequent Visitor

Third replacement XB6 reboots itself seemingly at random intervals

I've been chasing this ghost since November.

 

I have the Xfinity GigE service with two phone lines using the XB6, set up in bridge mode. I've reported this problem into Comcast support, and we've replaced the hardware three times, had multiple dispatches where the line tests perfectly fine. My presumption that the XB6 seemingly fully reboots (versus just the connection resetting) is because in the Xfinity Network Status uptime counter resets (I can't find any other accessible indicator of uptime). I can't say with certainty, but I believe this device was more stable before my phone lines were reactivated with my last hardware swap.

 

After much back and forth for three months, Comcast is dispatching to replace my perfectly fine coax cable. Does anyone have any insight? If the whole device is rebooting, my instinct here is that it's a software bug. Having my Internet service drop once an hour for 5-10 minutes is incredibly frustrating.


Here are my settings/levels/etc:

 

Cable Modem

HW Version:11
Vendor:ARRIS Group, Inc.
BOOT Version:0.1.9.430478
Core Version:0.0.0.0
Model:TG3482G
Product Type:XB6
Flash Part:469 MB
Download Version:2.0.2.209
 
Downstream
Channel Bonding Value
Index
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
Lock Status
Locked
NotLocked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
609000000
 
465000000
471000000
477000000
483000000
489000000
495000000
507000000
513000000
519000000
525000000
531000000
537000000
543000000
549000000
555000000
561000000
567000000
573000000
579000000
585000000
591000000
597000000
603000000
615000000
621000000
627000000
633000000
639000000
645000000
651000000
SNR
38.605377
 
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
40.366287
38.983261
38.983261
40.366287
40.366287
38.605377
38.983261
38.983261
38.983261
38.983261
38.605377
38.605377
38.983261
38.983261
38.983261
38.983261
38.983261
38.605377
38.983261
38.983261
38.983261
Power Level
9.099998
 
8.699997
8.599998
8.500000
8.500000
8.500000
8.599998
8.400002
8.500000
8.500000
8.500000
8.099998
8.400002
8.300003
8.900002
8.800003
8.599998
8.800003
8.800003
8.900002
8.800003
8.699997
8.900002
9.300003
9.099998
8.699997
8.500000
8.400002
8.599998
8.699997
8.900002
Modulation
QAM256
UNSUPPORTED
QAM256
QAM256
QAM256
 
Upstream
Channel Bonding Value
Index
1
2
3
4
Lock Status
ACTIVE
ACTIVE
ACTIVE
ACTIVE
Frequency
23700000
36700000
30300000
17300000
Symbol Rate
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
5120 KSym/sec
Power Level
38.520599
37.520599
38.270599
38.520599
Modulation
64QAM
64QAM
64QAM
64QAM
Channel Type
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
US_TYPE_STDMA
 
CM Error Codewords
Unerrored Codewords
6671
559030611
6670
6670
6671
6670
6670
6670
6670
6670
6670
6670
6670
6671
6671
6670
6670
6670
6670
6670
6671
6671
6670
6670
6670
6670
6631
6631
6631
6630
6631
6631
Correctable Codewords
0
3735936685
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
Uncorrectable Codewords
0
3735936685
0
0
0
0
0
 
Thanks,
 
-Jay
 
Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Seriously guys, not one thought?

 

I've had seven dispatches, replaced every piece of gear. Comcast keeps scheduling a underground cable replacement, giving me a window, making me stay home, then not showing up and cancelling the appointment.

 

I'm getting into the territory where I literally feel abused by the support process, so I came here.

Authorized Vendor

Re: Third replacement XB6 reboots itself seemingly at random intervals

I sent you a PM I would like to take a look on the other side of the modem and look at the CMTS side to see what I can see..

-------------------------------------
Network Engineer, IP Engineer, Docsis..; the views expressed on this post are mine and do not necessarily reflect the views of my employer..

Gamer.. Living the dream one catastrophe at a time Smiley Happy ..
Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Thanks, I responded with the information. Let me know what you see. Over the past few days, we find it continues randomly rebooting, though two days ago we went an entire 24 hours, and yesterday there was a 6 hours without a reboot. I can't find anything happening at the same time that would correlate (like the phone being used).

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

I wasn't having same issue but got rid of the XB6 and picked up a Motorola MB8600.  Saving myself monthly fees and headaches, and faster speed.

Regular Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

My XB6 would not work reliably with a router attached to it. I tried it both bridged with the router and as a gateway with the router in bridged mode.  Multiple visits from Comcast technicians replacing the XB6 and cable to the house never solved the problem.  It works fine as a gateway with a gigabit switch attached.

Authorized Vendor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Just wanted to give you a heads up we are looking at the modem and checking out the logs..  Once I know more will ping you back.. 

-------------------------------------
Network Engineer, IP Engineer, Docsis..; the views expressed on this post are mine and do not necessarily reflect the views of my employer..

Gamer.. Living the dream one catastrophe at a time Smiley Happy ..
New Poster

Re: Third replacement XB6 reboots itself seemingly at random intervals

I am also having the same problem with the new XB6 device I got after upgrading.

 

There are no signal issues that I can see, but the XB6 device reboots several times a day.

 

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

I've 100% confirmed the modem continues to reboot itself. Last time was an hour ago. We have 100% verified that _every_ segment has zero noise and perfect specifications. There is no power-related issues (we've put the modem on a separate conditioned UPS power source and given it its own circuit), no RF signals near by. The XB6 is set to bridge mode, so nothing on the IP side should be pushing it's limits in any way. We know it's not related to incoming our outgoing calls or traffic levels, as the reboots can happen at times of zero activity.

 

I'm at my wits end here, but I recognize this may be a software glitch so I'm doing my best to be patient! Thank you for looking at this.

Expert

Re: Third replacement XB6 reboots itself seemingly at random intervals

Have you called Comcast and obtained the ICFR, uSNR, and Upstream Receive Power levels. You can’t see them from your end but Comcast can see them from their end.

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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

On my early calls into Tech Support they claimed they checked all those power levels and they were nominal. Also, when we replaced the underground cable, the very knowledgeable tech tested everything in both directions and said everything looked great.

 

I have not asked for those levels in the past month, though. At this point, I think everyone involved in this troubleshooting process is pointing to the XB6 (which has been replaced three times).

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Just FYI, I am now entering my fifth month of troubleshooting this problem.

 

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

We're now closing in on six months, still resetting. Comcast or Arris unable to do anything.

 

Underground cable, above ground cable, telephone poll equipment, fiberotics, everything, replaced. CPE replaced three times.

Silver Problem Solver

Re: Third replacement XB6 reboots itself seemingly at random intervals


@jsa_sf wrote:

We're now closing in on six months, still resetting. Comcast or Arris unable to do anything.

 

Underground cable, above ground cable, telephone poll equipment, fiberotics, everything, replaced. CPE replaced three times.


I replaced my Arris XB3 with the Arris XB6 last week.  Neither one has ever done a random reboot in short intervals.  Sure sounds like you have an issue somewhere back up from your residence to the wiring back to the Comcast neighborhood network somewhere.

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I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Regular Contributor

Re: Third replacement XB6 reboots itself seemingly at random intervals


@jsa_sf wrote:

We're now closing in on six months, still resetting. Comcast or Arris unable to do anything.

 

Underground cable, above ground cable, telephone poll equipment, fiberotics, everything, replaced. CPE replaced three times.


I would be going nuts in your situation.

 

So far it seems you've swapped in only other XB6s, right?

 

If yes, then I would pick up an SB8200, a CM1000, or an MB8600 to see if they also have this problem or if they work. Maybe the XB6 model just doesn't like something about your setup.

 

Also, do you have the XB6 plugged into a good UPS?

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

I have had Comcast replace all the residence wiring. all underground wiring, and supposedly they have replaced the fiberoptics in the neighborhood and the telephone poll equipment on March 2nd. I am plugged into an excellent UPS and have measured noise coming from my circuit (zero). I have replaced the XB6 three times with brand new equipment.

 

At this point, I am convinced that the problem is a bug in the Arris code running on the XB6. It may be related to our use of phone lines. Unfortunately, I cannot replace the equipment with any of the suggestions above (SB8200, CM1000, MB8600) and continue to use Comcast phone services. Comcast refuses to do anything more.

 

Six months have passed with no resolution. I will say the the frequency of resets reduced to about once per day since Comcast made some changes to their own equipment on March 2nd, but I have no where else to go at this point.

 

I'm probably going to move to not using Comcast for phone services and try these other examples of hardware.

I'm supper disappointed that the Arris person above never followed up.

Expert

Re: Third replacement XB6 reboots itself seemingly at random intervals

You could still buy on of those but it would mean you have to buy an eMTA as well as whatever D3.1 modem for the voice side.

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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!
Expert

Re: Third replacement XB6 reboots itself seemingly at random intervals

@jsa_sf

 

I asked a corporate employee to look into this for you. You can expect a reply in this thread.


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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.
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Official Employee

Re: Third replacement XB6 reboots itself seemingly at random intervals

Hello jsa_sf. We apologize you continue to experience issues with your XB6 modem. I can assist in troubleshooting your daily resets. I'd like to start with polling the CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. Please send me a private message and include your full name and account primary phone number so I can access your equipment.


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Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Private message sent. I'll post here if we learn anything. Thanks for the response.

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Comcast checked my connections and once again verified that everything is testing perfectly. Since the connection is resetting, the advice is to swap the equipment again.

 

I've already swapped my equipment three times. I'm not swapping it again.


Six months, and all we've proven is that everything tests fine, and my connection continues to reset randomly. Six months, clearly there is a bug in the code on the XB6, and all I get is a run-around with no alternative suggestions besides "swap it again."

 

I hope folks reading this understand that I've been incredibly patient on this. I want to be cooperative! This is just ridiculous. I know if I was a business customer, they would probably give me other equipment without this problem.

Official Employee

Re: Third replacement XB6 reboots itself seemingly at random intervals

@jsa_sf. I apologize for the inconvenience and I know this is frustrating. I polled the CMTS this morning, and now I'm seeing intermittent (current) degradation of your Down Rx Power. This normally isn't enough of an issue to cause the XB6 to reset the way it has been for you. I'd like to continue troubleshooting with you. I've responded to your private message. 


 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

The forums will not allow me to send another private message for some reason, so I can't respond to your request.

 

To be clear, you are recommending another dispatch to our home because you want to check that there isn't something that might be causing the power level drop. This has happened before.

 

There isn't anything on the CPE side causing a drop. The only way you're going to localize this problem is if you can install a bi-directional monitor at the Comcast vault to further isolate the source of the drop. You'll need to keep the monitor rolling for at last 48 hours and then get that data.

 

Every dispatch (we've had over eight) has told us that their technicians _do not have the tools to do this_ and therefore do not isolate the location of this power loss.

 

Since you have my contact/account info, feel free to call me since I can't send you a private message.

Official Employee

Re: Third replacement XB6 reboots itself seemingly at random intervals

Hi jsa_sf.

 

I had our Forums Community Manager @ComcastJessie verify your ability to send PM's is activated. 

 

As stated via Private Message to you:

 

  • I apologize for the inconvenience of the issue you are encountering with your XB6 modem. Since measuring your levels this morning shows signal degradation, and since your most recent tech visit was in February, I am going to recommend we send another tech out to check the Down Rx Power level. The reset is not a known issue with these models of XB6, so there may be something premise related causing yours to reset. Please let me know if you would like to continue with scheduling the technician visit. 

 

A technician visit is the next course of action. Please let me know when you will be available. I will send you a PM with your appointment details once I schedule it. 


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Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

If you insist on dispatching, that's fine, but again, understand that the power level drop is not premise related.

 

The previous six dispatches have already proven that is the case,. To isolate the power drop, you'll need to monitor from the Comcast vault towards Comcast for 48 hours, collecting data. That's it, there is no requirement to visit our home again.

 

If another dispatch comes to our home, taking our time, only to come to the same conclusion as the previous dispatches, or tell me they don't have the tools to isolate the problem, you can imagine how upsetting that will be for us.

Administrator

Re: Third replacement XB6 reboots itself seemingly at random intervals

@jsa_sf

 

I can confirm that private messages are enabled for you and are working correctly. 

 

To private message someone, hover over or click on a username.

From the hovercard select the option that says SEND MESSAGE. If on their profile page click the option that says Private Message Me.

In the private message screen make sure you have all the fields completely filled out (Send To, Message Subject, and Message Body).

Once complete hit the Send button. 

 

To check your private messages, click the Envelope icon in the upper right corner of your screen. 

There you will see all private messages received and sent in list format (sorted by date by default).

To view any private message simply click the blue Message Subject.

From there you will be directed to a full screen view of that message.

 

I hope this helps. If you have any further concerns about the forum, please don't hesitate to let me know directly.

 

Jessie

Community Administrator

 


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Private messages are working again for me, thank you. It was erroring earlier claiming I've sent too many.

Expert

Re: Third replacement XB6 reboots itself seemingly at random intervals


@jsa_sf wrote:

If you insist on dispatching, that's fine, but again, understand that the power level drop is not premise related.

 

Hey @jsa_sf

I totally get your frustration. I'm a former Comcast tech and I've dealt with some trouble calls that are very similar to yours. Frankly, some techs are more experienced at resolving issues than others. Problems that are intermittent can be very difficult to diagnose and repair. @ComcastJoeTru  is a corporate employee and he has a great history of getting these types of issues resolved. He's right -- the next step in troubleshooting is to get another tech out there to make 100% sure it's not in the drop system (between the tap and your modem). When corporate gets involved, local systems tend to find the motivation to get repairs done, so in your case, @ComcastJoeTru is your best friend.

 

Also, don't forget: They owe you a $20 credit for every tech visit after the first for the same problem.You can also get a credit for your service from the time you first reported the issue until it is resolved.


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!
Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Jesse,

 

Here we are again. See attached.

 

-JayScreen Shot 2018-04-12 at 12.23.27 PM.png

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

And this one is extra special, that happened first:

 

Screen Shot 2018-04-12 at 12.21.56 PM.png

Administrator

Re: Third replacement XB6 reboots itself seemingly at random intervals

@jsa_sf,

 

Please completely log out of the forum, clear your cache and cookies, log back in, and try again. 

 

After these steps, please let us know if you continue to experience an issue with private messages.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!
Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

Same problem. I've cleared all cookies and cache, all content, everything. I'm using Chrome. See photo:

 

Screen Shot 2018-04-12 at 12.45.03 PM.png

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

(I've now switched browsers, cleared cache, cleared cookies, purged all content, re-logged out and logged back in, and it still gives me the same error above.)

 

Frequent Visitor

Re: Third replacement XB6 reboots itself seemingly at random intervals

I figured it out. Private messages were tripping up on the word "couldn't," without the letter L. Interesting. Is that a curse word somewhere?

Administrator

Re: Third replacement XB6 reboots itself seemingly at random intervals

@jsa_sf,

 

That is strange as it is not listed as a Smut word in any of our filters. I have reported this issue and we are hoping to have a resolution soon. Again, we apologize for the inconvenience. 


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