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Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

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Contributor

Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Hello:

 

After purchaing a Comcast-certified and recommended Arris T25 telephony modem,  I am not able to get Comcast to adjust the signal levels to spec.  Comcast tells me that because it's a third-party modem (aren't all Comcast modems made by a third party?) it cannot see the signal levels.

 

Arris, however, was able to log into my modem and confirmed that the signal levels are not to DOCSIS 3.1 specs.  Speifically the upload signal levels.  Arris confirmed that the uncorrectable errors far too high because if low power levels.  Arris confirmed the modem is functional and is not defective and many internet sites and this Xfinify forum page have documented similar issues.  

 

I've rebooted and reset the modem many times, gone through receiving the "magic signal" from Comcast, and nothing has resolved the power and signal levels.

 

Comcast has sent techs to the hosue three times but has made no signal adjustments. 

 

All of the cables and connectors have been replaced. There is only one splitter in the hosue betweeen the incoming line and the cable modem (and it's been replaced), and the two TVs are working fine. 

 

The old cable modem (MB8600) worked fine for at least two years and rarely had any errors at all.

 

My symptoms are pixelated videos (on tablets and PCs, clicks in audio streams, and "poor connection" on FaceTime video calls.

 

I have gigabit service.

 

How do I get someone at Comcast to fix the signal levels to my hosue (not within my house)?

 

Here's what the modem reports after a reboot five minutes ago:

 

PS -- I don't know the password to see what's in the advanced menu...is there anything there that I should see or would be helpful?

 

Thanks

 

 RF Parameters
Downstream QAM
 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 11453.00 MHz12.00 dBmV40.37 dB256QAM19834955300
Downstream 22459.00 MHz11.60 dBmV40.37 dB256QAM2590866600
Downstream 33465.00 MHz11.70 dBmV40.37 dB256QAM2514249200
Downstream 44471.00 MHz12.10 dBmV40.37 dB256QAM19210286400
Downstream 55477.00 MHz12.30 dBmV40.37 dB256QAM2569211100
Downstream 66483.00 MHz11.80 dBmV40.37 dB256QAM19296259200
Downstream 77489.00 MHz11.10 dBmV40.37 dB256QAM25399764100
Downstream 88495.00 MHz12.00 dBmV40.37 dB256QAM2580232400
Downstream 99519.00 MHz12.10 dBmV40.37 dB256QAM2742487400
Downstream 1010525.00 MHz11.90 dBmV40.37 dB256QAM19718684300
Downstream 1111531.00 MHz11.20 dBmV40.95 dB256QAM2997531900
Downstream 1212537.00 MHz11.10 dBmV40.37 dB256QAM2781783200
Downstream 1313543.00 MHz11.80 dBmV40.37 dB256QAM2633043700
Downstream 1414549.00 MHz11.80 dBmV40.95 dB256QAM2648413800
Downstream 1515555.00 MHz10.80 dBmV40.37 dB256QAM2568746300
Downstream 1616561.00 MHz11.20 dBmV40.37 dB256QAM2856644100
Downstream 1717567.00 MHz12.00 dBmV40.37 dB256QAM2523065400
Downstream 1818573.00 MHz11.70 dBmV40.95 dB256QAM2493419200
Downstream 1920585.00 MHz11.30 dBmV40.37 dB256QAM2391330800
Downstream 2021591.00 MHz11.10 dBmV40.37 dB256QAM2559656220
Downstream 2122597.00 MHz10.80 dBmV40.37 dB256QAM2497550500
Downstream 2223603.00 MHz10.10 dBmV38.98 dB256QAM2788296000
Downstream 2324609.00 MHz10.00 dBmV38.98 dB256QAM3029427100
Downstream 2426615.00 MHz9.90 dBmV38.98 dB256QAM3202491650
Downstream 2527621.00 MHz9.30 dBmV38.61 dB256QAM3080131370
Downstream 2628627.00 MHz8.80 dBmV38.61 dB256QAM28716287160
Downstream 2729633.00 MHz8.90 dBmV38.98 dB256QAM30700350240
Downstream 2830639.00 MHz8.60 dBmV38.98 dB256QAM31848015100
Downstream 2931645.00 MHz8.10 dBmV38.98 dB256QAM2811891690
Downstream 3032651.00 MHz8.20 dBmV38.61 dB256QAM2805727930
Downstream 3133657.00 MHz8.40 dBmV38.98 dB256QAM27872351150
Reset FEC Counters
Downstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754453939
 
Upstream QAM
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1223.70 MHz29.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2436.50 MHz29.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.10 MHz28.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4117.30 MHz31.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Tx Power(dBmV)

 Status
System Uptime:0 d: 1 h: 30 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:Telephony-Reg Complete
Time and Date:Fri 2020-09-25 09:28:27

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000 (Full)14:C0:3E:14:E6:72
LAN Port 2EnabledDown-----14:C0:3E:14:E6:72
CABLEEnabledUp-----14:C0:3E:14:E6:73
MTAPassUp-----14:C0:3E:14:E6:74

 Diplexer
 Upstream RangeDownstream RangeCurrent Band Setting
Band 05 MHz-85 MHz108 MHz-1002 MHz 
Band 15 MHz-42 MHz108 MHz-1002 MHzX

 

 

 

 

Highlighted
Contributor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Here is the modem event log:

 

 DOCSIS(CM) Events

Date TimeEvent IDEvent LevelDescription
12/31/1969 19:01840201004Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820012005RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/18/2020 9:57900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/18/2020 10:29900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/18/2020 10:37900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 3:28820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 23:10840202005Lost MDD Timeout;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820012005RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/22/2020 23:12900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/24/2020 10:43900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/24/2020 11:02900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/24/2020 11:09900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820011005RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/25/2020 7:59900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/28/2020 23:21840202005Lost MDD Timeout;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/28/2020 23:24900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/29/2020 14:09900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/30/2020 23:18840202005Lost MDD Timeout;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01820002003No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
9/30/2020 23:20900000005MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:e6:73;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 PacketCable(MTA) Events

Date TimeEvent IDDescription
9/18/2020 10:353000000002MTA RESET:
9/18/2020 10:3716MTA TFTP: Successful
9/18/2020 10:374000951500Provisioning Complete
9/18/2020 10:3726MTA PROV: Successful!
9/18/2020 10:373Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/18/2020 10:373Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/22/2020 23:1316MTA TFTP: Successful
9/22/2020 23:134000951500Provisioning Complete
9/22/2020 23:1326MTA PROV: Successful!
9/22/2020 23:133Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/22/2020 23:133Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/24/2020 10:413000000002MTA RESET:
9/24/2020 10:4416MTA TFTP: Successful
9/24/2020 10:444000951500Provisioning Complete
9/24/2020 10:4426MTA PROV: Successful!
9/24/2020 10:443Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/24/2020 10:443Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/24/2020 11:0216MTA TFTP: Successful
9/24/2020 11:024000951500Provisioning Complete
9/24/2020 11:0226MTA PROV: Successful!
9/24/2020 11:023Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/24/2020 11:023Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/24/2020 11:073000000002MTA RESET:
9/24/2020 11:0916MTA TFTP: Successful
9/24/2020 11:094000951500Provisioning Complete
9/24/2020 11:0926MTA PROV: Successful!
9/24/2020 11:093Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/24/2020 11:093Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/25/2020 7:573000000002MTA RESET:
9/25/2020 8:0016MTA TFTP: Successful
9/25/2020 8:004000951500Provisioning Complete
9/25/2020 8:0026MTA PROV: Successful!
9/25/2020 8:003Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/25/2020 8:003Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/28/2020 23:2416MTA TFTP: Successful
9/28/2020 23:244000951500Provisioning Complete
9/28/2020 23:2426MTA PROV: Successful!
9/28/2020 23:243Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/28/2020 23:243Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/29/2020 14:073000000002MTA RESET:
9/29/2020 14:0916MTA TFTP: Successful
9/29/2020 14:094000951500Provisioning Complete
9/29/2020 14:0926MTA PROV: Successful!
9/29/2020 14:093Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/29/2020 14:093Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/30/2020 23:2116MTA TFTP: Successful
9/30/2020 23:214000951500Provisioning Complete
9/30/2020 23:2126MTA PROV: Successful!
9/30/2020 23:213Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/30/2020 23:213Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS

 

 
Highlighted
Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Same thing Here - I have seen that Arris has defective chips in their modems via another post - This finger potinting between Arris & Comcast is ridiculous!

Highlighted
Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Highlighted
New Poster

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

AMEN! So I am stuck in Arris vs. Xfinity H*ll and am losing my mind. I had an Arris SB6190 for years with 300 mbps service and it worked. I replaced it with the T25 around the 3rd week of August 2020 and that is when my problems started. Every 5-7 days or so the modem looses connection to the internet in the middle of the night. It's always in the middle of the night around 1:00 - 3:00 am. Then I have to start my day by rebooting everyting starting from the modem and going downstream to the Google nest mesh wifi router and mesh points. I have spent countless hours on the phone with tech support from Google, Arris, and Comcast Xfinity. I've had a technician from Xfinity come to the house last week and he tested signals and changed coax connectors and put the blame back on Arris. This morning, 10/13/20 of course it happened again and again I spent time on the phone with Arris and Xfinity and had to deal with the fingerpointing. Does anyone have any credible solution to this problem? At one point Arris said they would replace my modem if this kept happening but when I mentioned that to the Arris person today I was told they were not going to do that.


Status log 5 hours after power cycling:

DA-67_0-1602613689642.pngDA-67_1-1602613744165.png

 

Today's PacketCable (MTA) Event log:

DA-67_2-1602613831009.png

 

Highlighted
Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

I called Arris & they were reluctant to send me a new modem but I told them I knew there were issues with the intel chips & Comcast verified the signal was good etc etc. They let me return it (You have to press them) The replacement modem is only shipped after they receive your return so hopefully you have an old one to use). I am tired of this and don't want to chance it so I ordered a Netgear modem and will sell the replacement they send on ebay....

Highlighted
Contributor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

I don't have a solution, but I think the modem is the problem. It's too bad that Comcast won't step in and either pull it from the recommended list or clamp down on Arris and demand that they do right by the end customers.

 

I, too, was told by Arris I could get a one-time replacement, but no mention I had to send the old one first. 

 

I've had three Comcast techs here. Each has ADDED a splitter and capped off the unused taps.

 

This has succeeded in getting the download signals closer to 0, but the upload signals are still not to the Arris' spec and uploads often hang -- very evident when sending an email message. Even a one line message will hang when the send command is executed. 

 

And, like others have reported, the modem will reboot itself after about midnight every few days.  This never resolves the problem and knocks 65 devices off line.

 

I also find it odd that no one from Comcast (or Arris for that matter) is assisting or commenting on this forum. That's disappointing.

 

The modem seems to reboot when it kicks out the following log message:  

 

RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW

 

Updated signal levels:

 

 RF Parameters
Downstream QAM
 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 11453.00 MHz1.90 dBmV40.37 dB256QAM411547731400
Downstream 22459.00 MHz1.50 dBmV40.37 dB256QAM24694008100
Downstream 33465.00 MHz1.50 dBmV40.37 dB256QAM24846790700
Downstream 44471.00 MHz2.10 dBmV40.37 dB256QAM25345688500
Downstream 55477.00 MHz2.30 dBmV40.37 dB256QAM25692968000
Downstream 66483.00 MHz1.80 dBmV40.95 dB256QAM25687118300
Downstream 77489.00 MHz1.20 dBmV40.37 dB256QAM25690852400
Downstream 88495.00 MHz2.10 dBmV40.37 dB256QAM398999751500
Downstream 99519.00 MHz2.30 dBmV40.37 dB256QAM25302589800
Downstream 1010525.00 MHz2.20 dBmV40.37 dB256QAM25977569500
Downstream 1111531.00 MHz1.10 dBmV40.37 dB256QAM26262600600
Downstream 1212537.00 MHz0.90 dBmV40.37 dB256QAM25681467300
Downstream 1313543.00 MHz1.60 dBmV40.37 dB256QAM28719768400
Downstream 1414549.00 MHz1.30 dBmV40.95 dB256QAM29354864800
Downstream 1515555.00 MHz0.20 dBmV38.98 dB256QAM404384153100
Downstream 1616561.00 MHz0.60 dBmV40.37 dB256QAM25167197400
Downstream 1717567.00 MHz1.10 dBmV40.95 dB256QAM29430213400
Downstream 1818573.00 MHz1.10 dBmV40.37 dB256QAM401226578900
Downstream 1919579.00 MHz0.50 dBmV40.37 dB256QAM27192750900
Downstream 2020585.00 MHz0.60 dBmV40.37 dB256QAM27702119100
Downstream 2121591.00 MHz0.60 dBmV40.37 dB256QAM26302460000
Downstream 2222597.00 MHz0.20 dBmV38.98 dB256QAM26020879000
Downstream 2323603.00 MHz-0.60 dBmV38.98 dB256QAM23155201000
Downstream 2424609.00 MHz-0.70 dBmV38.98 dB256QAM26301855400
Downstream 2526615.00 MHz-0.90 dBmV38.98 dB256QAM2374152901040
Downstream 2627621.00 MHz-1.70 dBmV38.98 dB256QAM24240946414538
Downstream 2728627.00 MHz-2.00 dBmV38.61 dB256QAM23674980613480
Downstream 2830639.00 MHz-2.40 dBmV38.61 dB256QAM246268220600
Downstream 2931645.00 MHz-2.80 dBmV38.61 dB256QAM242544022380
Downstream 3032651.00 MHz-2.60 dBmV38.61 dB256QAM27721205850
Downstream 3133657.00 MHz-2.60 dBmV38.61 dB256QAM27631073600
Reset FEC Counters
Downstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Average RxMER(dB)
PilotPLCData
Downstream 24K941880661754443938
 
Upstream QAM
 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1223.70 MHz37.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2436.50 MHz37.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 3330.10 MHz36.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4117.30 MHz39.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream OFDM
 FFT TypeChannel Width(MHz)# of Active SubcarriersFirst Active Subcarrier(MHz)Last Active Subcarrier(MHz)Tx Power(dBmV)

 Status
System Uptime:1 d: 10 h: 26 m
Computers Detected:staticCPE(1), dynamicCPE(1)
CM Status:Telephony-Reg Complete
Time and Date:Tue 2020-10-13 17:40:09

 Interface Parameters
Interface NameProvisionedStateSpeed (Mbps)MAC address
LAN Port 1EnabledUp1000 (Full)14:C0:3E:14:E6:72
LAN Port 2EnabledDown-----14:C0:3E:14:E6:72
CABLEEnabledUp-----14:C0:3E:14:E6:73
MTAPassUp-----14:C0:3E:14:E6:74

 Diplexer
 Upstream RangeDownstream RangeCurrent Band Setting
Band 05 MHz-85 MHz108 MHz-1002 MHz 
Band 15 MHz-42 MHz108 MHz-1002 MHzX

 

 

 

Highlighted
Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Mine requires a reboot every other Thursday at about 1am (Sometimes the boot file get corrupted and I need to call Comcast which is the worst because you need to fight the automated system which requires a reboot that I have already done and then hope for a rep who knows what they are doing) I will update you when I have the Netgear in place for a few weeks
Highlighted
New Poster

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Thanks for the reply. I think I'll try your approach. Where you wrote, "I am tired of this..." completely describes where I'm at and I know what you mean. That's lame that they wont send the replacement first. Just curious which Netgear did you order, the CM1150v?

Highlighted
Contributor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

And how I feel your pain.  Getting through the automaton takes forever and then getting an incompetent agent who most often does little more than reboot the modem yet again which solves nothing other than disconnecting the call since it's a telephony modem is frustrating to say the least.

 

And, yes, I too have had the config file disappear so no IP address / DHCP gets to the router. Resolving that requires a provisioning hit that first-level agents often don't understand or know to do.

 

A different problem, indeed, but just how does the modem lose provisioning? For no reason? 

 

I've had many modems and none have ever lost their config files.

 

Please keep me / us posted how things go with the Netgear modem.

Highlighted
Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

Yes the CM1150v - There is a neewer one, but that is $100 more & my plan doesnt have that kind of speed yet...

Highlighted
New Poster

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

@rbudsock Thanks. I was thinking about that one as well. I have not gone with a higher speed plan yet but that was my thinking when I got the lousy T25 in the first place. Xfinity agreed to let me have one of their modems free for a month while I troubleshoot (aka wait to see if it dies in the middle of the night like the Arris did, and while I do battle with Arris, and then buy the Netgear).  If I keep the Xfinity modem past 30 days then they are going to start charging me $14/month which of course defeats the point of owning the modem vs. renting which would pay for itself in 12-16 months depending on the model of modem. 

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New Poster

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

I've been having periodic loss of Internet on my T25.  They seem to happen at the same time every 3-4 days in the middle of the night.  I knew because I kept getting notifications telling me my cameras, door locks, etc. are not connected to the Internet.  The only way to resolve this is to reset the modem.  It doesn't seem to have anythign to do with the router.

I called ARRIS and they stated during COVID Comcast is constantly changing something called the profile management to keep up with the data usage demand and that setting can't take place without a manual reboot, and until then all Internet traffic is blocked.  I pressed ARRIS for an aswer on when and how they're going to fix this and the agent told me a fix is coming in Dec and will be pushed to T25 automatically.  Until then I hope Comcast can stop changing this profile setting as I'm happy with the service I was getting while it's available. 

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Frequent Visitor

Re: Arris T25 modem with many uncorrectables and low signal levels -- how to get help?

That is interesting Although I am skeptical about anything they say. I have installed my new Netgear modem and it instantly fixed another issue I was having (the Xfinity Roku app that lets you view live tv kept telling me it wasn’t on the xfinity network and would not work).
Now I will be waiting to see if it loses internet next Thursday like my T25 did (mine would go out every other Thursday morning)