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Every 11 days lost Internet connection

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New Poster

Every 11 days lost Internet connection

All levels are within spec. Event log shows the following:

 

4/26/2020 23:14
4000951500
Provisioning Complete
5/4/2020 23:17
4000951500
Provisioning Complete
5/6/2020 14:38
65527
SIP Registration Timeout
5/6/2020 14:41
65524
SIP Network Failure
5/6/2020 14:46
65527
SIP Registration Timeout
5/6/2020 14:49
65524
SIP Network Failure
5/6/2020 14:55
65527
SIP Registration Timeout
5/6/2020 14:58
65524
SIP Network Failure
5/6/2020 15:03
65527
SIP Registration Timeout
5/6/2020 15:06
65524
SIP Network Failure
5/6/2020 15:11
65527
SIP Registration Timeout
5/6/2020 15:14
65524
SIP Network Failure
5/6/2020 15:20
65527
SIP Registration Timeout
5/6/2020 15:22
65524
SIP Network Failure
5/6/2020 15:28
65527
SIP Registration Timeout

 

I need to reset the cable modem which is an Arris  T25 then phone and internet comes back for 11 days.  How do I resolve?  Modem is less than 6 months old. 

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Regular Visitor

Re: Every 11 days lost Internet connection

I have the same problem, although it's usually on Sunday evening (Monday morning, 12:15am). I suspect although have no hard evidence that it's Comcast updating the modem's s/w. For whatever reason, they don't or cannot complete the provisioning process and so we have to power cycle the modem. I'm actually in the process of writing code to scrape the modem's event page logs and look for the sequence of error reports to know that it should be rebooted. My family will tell me "the wifi is down" when in fact, the wifi is fine and the modem needs a power cycle.

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New Poster

Re: Every 11 days lost Internet connection

I too have the exact same problem with a T25 modem I bought 3 weeks ago. It dies overnight with a "SIP Registration Timeout" in the Event Log. It has happened three times, 5/6, 5/12 and 5/22.  Comcast Tier 3 support suggested that I return it. Spoke to Arris today; still more diagnostics to do.  Does anyone know what the latest firmware should be? Comcast reset the boot parameters on my modem last week, so I'd hope it is up to date, but Arris says only Comcast can tell me the right firmware.  (Huh?)  Also, I have "Extreme 600" (MB) internet speed, but haven't yet seen more than 250 Mbps (no better than the Arris TM722G it replaced).

 

My firmware info:

Firmware Name: TS11.01.142_061719_701.PC20.03
Firmware Build Time: Mon Jun 17 15:46:15 EDT 2019

 

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Regular Visitor

Re: Every 11 days lost Internet connection

That's the firmware I have. I'm really suspicious of all of this. I tried to pursue getting into the advanced side of the modem with both Arris and Xfinity and got a total run around. Each pointed at the other claiming the other was responsible for locking me out of the modem. Clearly, Xfinity and Arris have an agreement via the DocSIS API that Xfinity can load s/w onto the modem that I cannot control even though it's my modem bought with my money.

 

Okey Dokey - that's our agreement. However, if that's so, you (Xfinity) own all of the problems and can't blame the vendor or me or put work on me to fix things out of my (our) control.

 

Basically, it's extortion for not paying the montly contract rental fee. Mildly flawed service and not support when it fails.

 

Firmware Name: TS11.01.142_061719_701.PC20.03
Firmware Build Time:

Mon Jun 17 15:46:15 EDT 2019

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New Poster

Re: Every 11 days lost Internet connection

Same situation as others on this thread. I spend a fair amount of time talking with both sides - Arris and Comcast. Arris explained they push firmware updates to Comcast but that Comcast does not communicate back to them what actions (if any) they take. So Arris has no ideas what firmware Comcast is using as the latest. However, Comcast did confirm for me the firmware version you show here (same as mine) is indeed the latest version. Comcast also confirmed the only thing they can “see” for modems that aren’t their own are if the modem is connect and what firmware version it has. Comcast was also clear their support for non-comcast modems is to connect it to the system and have internet traffic. Anything beyond that they do not support. Issues with firmware versions, dropping connection, etc are basically a “factory reset and try again” solution. Both sides were very polite. But very clear on the minimum service they can/will provide.