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Frequent internet outages and spontaneous modem reboots throughout the day

Regular Visitor

Frequent internet outages and spontaneous modem reboots throughout the day

For the first 2.5 years in this apartment, my internet stability and speeds have been rock-solid with my Arris SB8200 modem.   However, something has started causing my modem to spontaneously reboot.   Usually what will happen is I'll notice the internet is down, I'll go look at the modem and all the lights are lit up fine, but while I'm watching it, I'll see all the lights go off, and it will start booting up again.

 

Today, I have had 8 internet dropouts, and 3 spontaneous modem reboots.

 

I had a comcast tech out yesterday, who said my signals looked perfect.   The only idea they could come up with was a possible AC power fluctuation causing the modem to reboot.   So I unplugged the modem from the powerstrip, and plugged it directly into the wall on a different circuit.   Issue is still happening.   It didn't occur to me while they were here, to clarify that I notice the internet connection drop BEFORE the modem reboots itself.

 

Also the tech did not check the event log of the modem itself, and checking it today I see multiple T3 time out errors, followed by a T4 timeout error, then the modem reboots:

 

06/28/2019 11:28 73050400 5 "REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=dc:eb:94:b4:54:f0;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 2436694066 6 "Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
06/28/2019 10:52 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=dc:eb:94:b4:54:f0;CM-QOS=1.1;CM-VER=3.1;"
06/28/2019 10:52 82000700 3 "Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=dc:eb:94:b4:54:f0;CM-QOS=1.1;CM-VER=3.1;"
06/28/2019 10:52 82000400 3 "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=dc:eb:94:b4:54:f0;CM-QOS=1.1;CM-VER=3.1;"
06/28/2019 10:50 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=8c:61:a3:cb:ba:5d;CMTS-MAC=dc:eb:94:b4:54:f0;CM-QOS=1.1;CM-VER=3.1;"

 

I'm getting tired of this issue, and need it fixed before I go crazy Smiley Happy

Regular Visitor

Re: Frequent internet outages and spontaneous modem reboots throughout the day

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
29 Locked QAM256 663000000 Hz 6.7 dBmV 39.9 dB 7 0
1 Locked QAM256 483000000 Hz 5.6 dBmV 40.7 dB 0 0
2 Locked QAM256 489000000 Hz 5.7 dBmV 40.9 dB 0 0
3 Locked QAM256 495000000 Hz 6.0 dBmV 40.1 dB 0 0
4 Locked QAM256 507000000 Hz 6.1 dBmV 40.6 dB 0 0
5 Locked QAM256 513000000 Hz 5.8 dBmV 40.4 dB 0 0
6 Locked QAM256 519000000 Hz 6.0 dBmV 40.2 dB 0 0
7 Locked QAM256 525000000 Hz 5.9 dBmV 40.3 dB 0 0
8 Locked QAM256 531000000 Hz 6.3 dBmV 40.2 dB 0 0
9 Locked QAM256 543000000 Hz 5.9 dBmV 40.3 dB 1 0
10 Locked QAM256 549000000 Hz 6.1 dBmV 40.3 dB 0 0
11 Locked QAM256 555000000 Hz 6.6 dBmV 40.5 dB 0 0
12 Locked QAM256 561000000 Hz 7.0 dBmV 40.7 dB 0 0
13 Locked QAM256 567000000 Hz 6.7 dBmV 40.7 dB 1 0
14 Locked QAM256 573000000 Hz 6.5 dBmV 40.6 dB 0 0
15 Locked QAM256 579000000 Hz 6.1 dBmV 40.6 dB 2 0
16 Locked QAM256 585000000 Hz 6.0 dBmV 40.2 dB 3 0
17 Locked QAM256 591000000 Hz 6.4 dBmV 40.6 dB 3 0
18 Locked QAM256 597000000 Hz 6.5 dBmV 40.6 dB 3 0
19 Locked QAM256 603000000 Hz 7.0 dBmV 40.4 dB 2 0
20 Locked QAM256 609000000 Hz 6.7 dBmV 40.6 dB 1 0
21 Locked QAM256 615000000 Hz 6.7 dBmV 40.2 dB 1 0
22 Locked QAM256 621000000 Hz 6.4 dBmV 40.2 dB 7 0
23 Locked QAM256 627000000 Hz 6.6 dBmV 40.3 dB 3 0
24 Locked QAM256 633000000 Hz 6.9 dBmV 40.4 dB 3 0
25 Locked QAM256 639000000 Hz 7.0 dBmV 40.3 dB 4 0
26 Locked QAM256 645000000 Hz 6.9 dBmV 40.2 dB 5 0
27 Locked QAM256 651000000 Hz 6.6 dBmV 39.9 dB 10 0
28 Locked QAM256 657000000 Hz 6.6 dBmV 39.8 dB 5 0
30 Locked QAM256 669000000 Hz 6.9 dBmV 39.9 dB 5 0
31 Locked QAM256 675000000 Hz 7.2 dBmV 39.5 dB 3 0
159 Locked Other 722000000 Hz 8.0 dBmV 38.8 dB 805240171 0


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 2 Locked SC-QAM Upstream 36500000 Hz 6400000 Hz 45.0 dBmV
2 1 Locked SC-QAM Upstream 30100000 Hz 6400000 Hz 45.0 dBmV
3 3 Locked SC-QAM Upstream 17300000 Hz 6400000 Hz 43.0 dBmV
4 4 Locked SC-QAM Upstream 23700000 Hz 6400000 Hz 44.0 dBmV
New Poster

Re: Frequent internet outages and spontaneous modem reboots throughout the day

Having a similar issue.....I have an Arris Router...thinking about replacing with Comast Router...not sure that will help....

 

Tech has been out and said all signals are up to spec with no issues..

 

Let me know if you are able to find the root cause.

New Poster

Re: Frequent internet outages and spontaneous modem reboots throughout the day

Exact same thing happens to us as well. The Internet connection will drop - all services will be interrupted, but the modem will still be up for a few minutes and then reboot. Happens multiple times a day. Really irritating when I'm working from home! 

Official Employee

Re: Frequent internet outages and spontaneous modem reboots throughout the day

Hello all,

 

Thank you for your participation in our forum! I'm happy to check your account and see if there any issues in the area. Please send me a private message and include your full name, the account holder's name as it's listed on the billing statement. Click on my name ComcastElla, then click Send a message.

 

Happy Holidays!


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.
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