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Internet Connection Lost, Arris T25 Modem frozen

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Regular Visitor

Internet Connection Lost, Arris T25 Modem frozen

This happens periodically at night, typically around 1:30AM.  My Arris T25 modem will freeze, even the US/DS light and Online lights are on.  The only way I have found to resolve the problem is to power down and then reboot the modem.  I also have to reboot my VOIP devices, my weather station, and several other devices after the modem reboots.  I know that I am not alone with this problem:

https://forums.xfinity.com/t5/Your-Home-Network/Every-11-days-lost-Internet-connection/m-p/3333854#M...

Since I own the modem, Comcast claims it to be an equipment problem (i.e. my problem, not theirs).  The Arris tech support team can't help because they are not in control of what signals Comcast sends to the modem.  Since this happens periodically in the middle of the night, I have no doubt that Comcast is trying to update the software.  Is Comcast aware of the problem, and are they doing this intentionally so that I will rent their modem?  Does anyone know how to get Comcast's attention on this issue?

 

 

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Gold Problem Solver

Re: Internet Connection Lost, Arris T25 Modem frozen

Please see Internet Troubleshooting Tips. If you still need help, please post your modem's  signal information, especially downstream power levels and SNR, upstream power levels, and error log.

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Regular Visitor

Re: Internet Connection Lost, Arris T25 Modem frozen

Here is a link to my Arris T25 info:

https://www.dropbox.com/s/g9m324qm0zvdmww/Arris%20T25%20Info%202020-07-29.pdf?dl=0

The last event happened on 7/28/2020 @ 140AM.

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Gold Problem Solver

Re: Internet Connection Lost, Arris T25 Modem frozen


@PowerGenSeller wrote: Here is a link to my Arris T25 info ...

The downstream power levels are borderline/too low. Problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you can't correct this yourself or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. Insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.