Hello, read a few posts in here that seem to relate to my issue and @ComcastChe sounds like the goto guru. If you're out there and see this please contact me and let me know what info you need from me to help diagnose. Thank you in advance.
Problem has existed going on 3 weeks now and calliing customer service has proven to be futile. The one time I actually thought i was going to get transferred to tech resulted in the wrong department and then disconnected upon second transfer.
Asus router, error messge states 'DHCP failure contact your ISP provider' This started about 3 weeks ago after a windstorm in my area. Lost modem connectivity and wouldn't comeback so puchased another one. Worked for about a week then issues started again with modem constantly resetting. Bought a different modem and seemed to work for a couple of days and now same issue again. Don't know if I have 2 problems or if they're connected but, if my flow goes modem into laptop i have internet but if i try to go modem into router then failure. Also, not sure if the storm impacted or exacerbated anything as I had noticed my internet connection resetting pretty regularly in the early morning hours prior to the storm which while aggravating, always returned within a few minutes.
I have checkd all my internal wiring and connections and do not have any splitters. When I sign into the modem admin (arris sb6190) this is the info on the status page:
|Acquire Downstream Channel||Locked|
|DOCSIS Network Access Enabled||Allowed|
|Channel||Lock Status||Modulation||Channel ID||Frequency||Power||SNR||Corrected||Uncorrectables|
|1||Locked||256QAM||13||531.00 MHz||-1.80 dBmV||38.61 dB||0||0|
|2||Locked||256QAM||9||507.00 MHz||-2.10 dBmV||38.98 dB||0||0|
|3||Locked||256QAM||10||513.00 MHz||-2.50 dBmV||38.61 dB||0||0|
|4||Locked||256QAM||11||519.00 MHz||-2.60 dBmV||38.61 dB||0||0|
|5||Locked||256QAM||12||525.00 MHz||-2.40 dBmV||37.64 dB||0||0|
|6||Locked||256QAM||14||537.00 MHz||-1.90 dBmV||38.61 dB||1||0|
|7||Locked||256QAM||15||543.00 MHz||-1.80 dBmV||38.61 dB||0||0|
|8||Locked||256QAM||16||549.00 MHz||-2.20 dBmV||38.61 dB||13||0|
|9||Locked||256QAM||17||555.00 MHz||-2.30 dBmV||38.61 dB||1||0|
|10||Locked||256QAM||18||561.00 MHz||-2.10 dBmV||38.61 dB||0||0|
|11||Locked||256QAM||19||567.00 MHz||-1.90 dBmV||38.61 dB||7||0|
|12||Locked||256QAM||20||573.00 MHz||-1.70 dBmV||38.61 dB||8||0|
|13||Locked||256QAM||21||579.00 MHz||-1.70 dBmV||38.61 dB||0||0|
|14||Locked||256QAM||22||585.00 MHz||-1.80 dBmV||38.61 dB||0||0|
|15||Locked||256QAM||23||591.00 MHz||-1.90 dBmV||38.61 dB||0||0|
|16||Locked||256QAM||24||597.00 MHz||-1.40 dBmV||38.61 dB||1||0|
|17||Locked||256QAM||25||603.00 MHz||-1.10 dBmV||38.98 dB||0||0|
|18||Locked||256QAM||26||609.00 MHz||-1.20 dBmV||38.98 dB||0||0|
|19||Locked||256QAM||27||615.00 MHz||-1.80 dBmV||38.61 dB||6||0|
|20||Locked||256QAM||28||621.00 MHz||-2.20 dBmV||38.98 dB||0||0|
|21||Locked||256QAM||29||627.00 MHz||-2.00 dBmV||38.61 dB||5||0|
|22||Locked||256QAM||30||633.00 MHz||-2.00 dBmV||38.61 dB||3||0|
|23||Locked||256QAM||31||639.00 MHz||-1.00 dBmV||38.61 dB||13||0|
|24||Locked||256QAM||32||645.00 MHz||-0.70 dBmV||38.61 dB||0||0|
|25||Locked||256QAM||33||651.00 MHz||-0.80 dBmV||38.60 dB||0||0|
|26||Locked||256QAM||34||657.00 MHz||-1.00 dBmV||38.60 dB||1||0|
|27||Locked||256QAM||35||663.00 MHz||-0.80 dBmV||38.60 dB||0||0|
|28||Locked||256QAM||36||669.00 MHz||-1.10 dBmV||38.60 dB||0||0|
|29||Locked||256QAM||37||675.00 MHz||-1.00 dBmV||38.60 dB||0||0|
|30||Locked||256QAM||38||681.00 MHz||-1.30 dBmV||38.20 dB||1||0|
|31||Locked||256QAM||39||687.00 MHz||-1.50 dBmV||38.20 dB||1||0|
|32||Locked||256QAM||40||693.00 MHz||-1.30 dBmV||38.60 dB||0||0|
|Channel||Lock Status||US Channel Type||Channel ID||Symbol Rate||Frequency||Power|
|2||Locked||ATDMA||2||5120 kSym/s||30.10 MHz||57.00 dBmV|
Current System Time: Thu Oct 22 23:00:24 2020
The modem event log lists the folllowing:
|Thu Oct 22 22:11:17 2020||6||TLV-11 - unrecognized OID;CM-MAC=98:f7:81:56:3e:ad;CMTS-MAC=cc:8e:71:68:1b:24;CM-QOS=1.1;CM-VER=3.0;|
|Thu Oct 22 22:11:35 2020||4||TCS Fail on all Upstream Channels;CM-MAC=98:f7:81:56:3e:ad;CMTS-MAC=cc:8e:71:68:1b:24;CM-QOS=1.1;CM-VER=3.0;|
|Thu Oct 22 22:11:35 2020||3||Unicast Ranging Received Abort Response - initializing MAC;CM-MAC=98:f7:81:56:3e:ad;CMTS-MAC=cc:8e:71:68:1b:24;CM-QOS=1.1;CM-VER=3.0;|
|Thu Oct 22 22:11:36 2020||3||No Ranging Response received - T3 time-out;CM-MAC=98:f7:81:56:3e:ad;CMTS-MAC=cc:8e:71:68:1b:24;CM-QOS=1.1;CM-VER=3.0;|
I have the 600 internet service only, the arris modem and an asus router (RT-N66R)
Thank you for any help.
The upstream power is too high / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels (you only have one. Should be 4-5).
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
Thank you for your response.
After searching info on the net regarding upstream power levels, it would appear I have 2 problems. As I mentioned in my original post, I do not have any splitters, so I am going to hook the modem up directly to where the signal enters the house and get an upstream power level from that point.
In regards to the DHCP issue, I recall reading a post where @ComcastChe was able to assist another member with reprovisioning the boot file? Apologies if I'm not saying it correctly but as I gather this is different from the standard reset signal Comcast sends out.
If anyone is available to assist and offer input into the DHCP issue I would be most appreciative. Thank you.
Get the upstream power fixed, that random DHCP error may disappear. YMMV.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !