Thank you for the quick response.
I apologize. I did leave some of the screen shots out.
They are attached now.
What do we do to correct this?
This is what it looks like this morning. For what it's worth, he tech did not do anything on his visit yesterday. He checked the cable connections and said everything was fine.
I have a bit of an update with a little more information but still no solution.
I was finally connected with a local supervisor today. He told me that they weren't able to see any issues with our modem on their side. I suppose this is why I have had such a hard time getting help in the first place, because they couldn't verify the issue. I had spoken to a CS agent earlier in the day. She suggested that we switch out our Arris modem for a Comcast modem. I agreed and she set up the appointment for a few hours later.
While I was talking to Randy, the supervisor, the guy with the modem showed up. Randy & I had agreed not to go ahead with the modem switch. While the man with the modem was at my house he actually witnessed my modem shutting down and restarting. I showed him the modem error log and took a picture of it and sent it to Randy.
So now they have an eye witness that they trust and documentation of the errors. Randy said he sent a maintenance crew to the node to check things there. Turns out they had an outage so they had to stop to go work on that.
Well Randy called me back this evening and told me they really didn't think it was anything beyond my house/lines because there were no other complaints in my immediate neighborhood. So he was going to send another tech out tomorrow to check for voltage in the lines outside. He said they were really stumped but that they would continue the process of elimination until they figured it out. I really appreciate Randy. I really wish my income didn't depend on this internet service.
So to recap the issue, the modem shuts down and reboots and we lose internet connection at intermittent intervals. Sometimes it's 30 minutes before it happens. Sometimes it's every 2 to 3 minutes for hours.
These are the modem errors we see:
Resetting the cable modem due to docsDevResetNow
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
No Ranging Response received - T3 time-out;CM-
Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out
Honoring MDD; IP provisioning mode = IPv6"
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM
Any thoughts or ideas?