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Modem Keeps Rebooting around Midnight, Causing Issues with Work

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Frequent Visitor

Modem Keeps Rebooting around Midnight, Causing Issues with Work

Hello, I'm having issues where every 2-3 nights or so my modem will receive a re-provision signal and reboot right around midnight. A few times it has occurred in the middle of the day as well.

Can someone please help stop this constant interruption of my service? I am working from home now due to Covid and my work VPN keeps getting interrupted at very inconvenient times causing me quite a bit of issues and loss of work. I have Xfinity Gigabit internet. 

 

I've chatted with Comcast assistance and they checked my signals and said everything looked good. This only happens around midnight eastern every few nights roughly, the rest of the time during the day it's fine and my speeds are excellent (~950Mbps down). Any and all help would be greatly appreciated!

 

Below is a log of  the most recent occurances that show how often the reboots are happening, these were pulled from my Arris T25 (customer owned, not a rental):

 

DOCSIS Events

Date Time Event ID Event Level Description
5/26/2020 3:37 84020200 5 Lost MDD Timeout;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/26/2020 10:35 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 9:53 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 23:17 84020200 5 Lost MDD Timeout;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 23:20 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/29/2020 13:58 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/30/2020 17:40 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/1/2020 23:56 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:1b:13:b3;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/1/2020 23:58 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

Packet Cable Events

5/26/2020 10:36 16 MTA TFTP: Successful
5/26/2020 10:36 4000951500 Provisioning Complete
5/26/2020 10:36 26 MTA PROV: Successful!
5/26/2020 10:36 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
5/26/2020 10:36 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
5/28/2020 23:20 16 MTA TFTP: Successful
5/28/2020 23:20 4000951500 Provisioning Complete
5/28/2020 23:20 26 MTA PROV: Successful!
5/28/2020 23:20 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
5/28/2020 23:20 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
5/29/2020 13:56 3000000002 MTA RESET:
5/29/2020 13:59 16 MTA TFTP: Successful
5/29/2020 13:59 4000951500 Provisioning Complete
5/29/2020 13:59 26 MTA PROV: Successful!
5/29/2020 13:59 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
5/29/2020 13:59 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
6/1/2020 23:59 16 MTA TFTP: Successful
6/1/2020 23:59 4000951500 Provisioning Complete
6/1/2020 23:59 26 MTA PROV: Successful!
6/1/2020 23:59 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/1/2020 23:59 3 Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
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Expert

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Please post the modem's signal status figures as well.


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Thank you! Here are those power levels:

 

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 1 453.00 MHz -0.20 dBmV 40.37 dB 256QAM 1140302832 0 0
Downstream 2 2 459.00 MHz 0.00 dBmV 40.37 dB 256QAM 58239341 0 0
Downstream 3 3 465.00 MHz -0.20 dBmV 40.95 dB 256QAM 63919649 0 0
Downstream 4 4 471.00 MHz 0.10 dBmV 40.37 dB 256QAM 58984414 0 0
Downstream 5 5 477.00 MHz 0.00 dBmV 40.37 dB 256QAM 60001194 0 0
Downstream 6 6 483.00 MHz 0.30 dBmV 40.37 dB 256QAM 61246304 557 4089
Downstream 7 7 489.00 MHz -0.50 dBmV 40.37 dB 256QAM 62130460 135 95
Downstream 8 8 495.00 MHz 0.30 dBmV 40.37 dB 256QAM 65551272 86 0
Downstream 9 9 519.00 MHz 0.00 dBmV 38.98 dB 256QAM 66734201 3 0
Downstream 10 10 525.00 MHz -0.50 dBmV 40.37 dB 256QAM 64778238 0 0
Downstream 11 11 531.00 MHz -0.40 dBmV 40.37 dB 256QAM 63421311 0 0
Downstream 12 12 537.00 MHz -0.40 dBmV 40.37 dB 256QAM 64384086 0 0
Downstream 13 13 543.00 MHz -0.20 dBmV 38.98 dB 256QAM 1125125255 0 0
Downstream 14 14 549.00 MHz -0.10 dBmV 40.37 dB 256QAM 63341036 0 0
Downstream 15 15 555.00 MHz 0.30 dBmV 40.37 dB 256QAM 66440761 1 0
Downstream 16 16 561.00 MHz 0.40 dBmV 38.61 dB 256QAM 63005458 2 0
Downstream 17 17 567.00 MHz 1.00 dBmV 40.37 dB 256QAM 1118179385 0 0
Downstream 18 18 573.00 MHz 0.60 dBmV 38.98 dB 256QAM 56251426 0 0
Downstream 19 19 579.00 MHz 1.30 dBmV 38.98 dB 256QAM 68180289 0 0
Downstream 20 20 585.00 MHz 1.00 dBmV 40.37 dB 256QAM 65202333 0 0
Downstream 21 21 591.00 MHz 1.10 dBmV 38.98 dB 256QAM 69076709 0 0
Downstream 22 22 597.00 MHz 0.90 dBmV 38.98 dB 256QAM 87698453 0 0
Downstream 23 23 603.00 MHz 0.60 dBmV 38.98 dB 256QAM 79713259 0 0
Downstream 24 26 615.00 MHz 0.50 dBmV 38.98 dB 256QAM 1128271828 344 1413
Downstream 25 27 621.00 MHz 1.10 dBmV 38.98 dB 256QAM 71880673 128 0
Downstream 26 28 627.00 MHz 0.80 dBmV 40.37 dB 256QAM 73265542 110 0
Downstream 27 29 633.00 MHz 1.40 dBmV 40.37 dB 256QAM 76747548 54 0
Downstream 28 30 639.00 MHz 1.10 dBmV 38.61 dB 256QAM 69166873 84 75
Downstream 29 31 645.00 MHz 0.90 dBmV 38.98 dB 256QAM 58306379 37 0
Downstream 30 32 651.00 MHz 0.80 dBmV 38.61 dB 256QAM 73000715 59 0
Downstream 31 33 657.00 MHz 0.70 dBmV 40.37 dB 256QAM 64807584 13 0

 

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 23.70 MHz 33.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 36.50 MHz 35.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 30.10 MHz 34.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 1 17.30 MHz 32.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
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Expert

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

The signal stats are o/k but the error log entries indicate that something is going on. Perhaps there is noise ingress into the line(s) somewhere.

 

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

 

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS to see whether or not everything is in the green zone, see your node / cable plant and modem health, and also see a history plot for the modem. You should get a reply here in your topic. Good luck !

 



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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Thank you so much! I greatly appreciate it!

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Official Employee

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Hi chrisg23, EG is right it looks like there may be an issue with some signal noise in your line. I'd be happy to look into it for you, to continue could you please send me a private message with your full name by clicking on my name (ComcastAmir) and then click "Send a message"?


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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Hi Amir, have you had a chance to look into this yet? I hope I correctly sent all of the requested information to you in a private message. 

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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Cany anyone at Comcast look into this please? I've contacted Comcast in every single way available and no one ever follows back up with me. 

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Expert

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I'm going to try re-escalating this issue.



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Official Employee

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Hello @chrisg23, thanks for reaching back out to us. I offer my deepest apologies for your experience with us thus far, in regard to this connection issue you have been experiencing. We definitely want to get to the bottom of this issue so that we can get it corrected. I would love to assist you and promise to stick with you until we reach a resolution. Can you please send me a private message including your first and last name as it appears on the account? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message". 


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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.
Was your question answered? Mark the post as Best Answer!
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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Thank you, private message has been sent.

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Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work


@chrisg23 wrote:

Thank you, private message has been sent.


Please keep this issue public as it has been happening to me as well. It just happened a little while ago.

 

I also have a T25 and in Northern Virginia.

 

Date Time Event ID Event Level Description
5/28/2020 0:14 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 0:14 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 0:18 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 0:18 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 0:18 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/28/2020 18:32 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
5/29/2020 10:40 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/1/2020 1:12 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/1/2020 9:25 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/3/2020 6:15 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/4/2020 19:42 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/4/2020 21:11 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/4/2020 23:26 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/4/2020 23:26 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/5/2020 2:04 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/5/2020 18:09 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/6/2020 1:17 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/7/2020 2:05 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/7/2020 21:38 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/7/2020 22:14 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/7/2020 23:30 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 0:48 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/9/2020 23:46 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 4:36 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/10/2020 23:11 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/11/2020 0:24 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/14/2020 23:19 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/15/2020 13:58 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/18/2020 15:18 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/18/2020 16:48 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/22/2020 12:32 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/22/2020 16:26 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
12/31/1969 19:01 82001100 5 RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/23/2020 23:50 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/24/2020 19:05 82001200 5 RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 9:56 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 11:14 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 11:14 84020200 5 Lost MDD Timeout;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 11:17 82000400 3 Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 11:20 84020100 4 Missing Mandatory MDD TLV on primary DS Channel;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;
6/25/2020 11:21 90000000 5 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=14:c0:3e:14:cd:b4;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.1;

 

 PacketCable(MTA) Events

 

Date Time Event ID Description
5/8/2020 9:08 25 MTA PROV: Failed
5/8/2020 9:20 3000000002 MTA RESET:
5/8/2020 9:22 25 MTA PROV: Failed
5/9/2020 9:05 3000000004 DOCSIS-CONN-ERROR
5/9/2020 9:05 3000000002 MTA RESET:
5/9/2020 9:11 25 MTA PROV: Failed
5/9/2020 9:26 3000000004 DOCSIS-CONN-ERROR
5/9/2020 9:26 3000000002 MTA RESET:
5/9/2020 9:26 25 MTA PROV: Failed
5/9/2020 9:35 3000000004 DOCSIS-CONN-ERROR
5/9/2020 9:35 3000000002 MTA RESET:
5/9/2020 9:36 25 MTA PROV: Failed
5/9/2020 9:50 3000000002 MTA RESET:
5/9/2020 9:52 25 MTA PROV: Failed
5/9/2020 12:32 3000000004 DOCSIS-CONN-ERROR
5/9/2020 12:32 3000000002 MTA RESET:
5/9/2020 12:33 25 MTA PROV: Failed
5/9/2020 12:45 3000000004 DOCSIS-CONN-ERROR
5/9/2020 12:45 3000000002 MTA RESET:
5/9/2020 13:06 25 MTA PROV: Failed
5/9/2020 14:26 3000000004 DOCSIS-CONN-ERROR
5/9/2020 14:26 3000000002 MTA RESET:
5/9/2020 14:53 25 MTA PROV: Failed
5/9/2020 15:08 3000000004 DOCSIS-CONN-ERROR
5/9/2020 15:08 3000000002 MTA RESET:
5/9/2020 15:26 25 MTA PROV: Failed
5/9/2020 16:21 3000000002 MTA RESET:
5/9/2020 16:23 25 MTA PROV: Failed
5/12/2020 3:40 25 MTA PROV: Failed
5/18/2020 23:13 25 MTA PROV: Failed
5/20/2020 17:45 4000960006 New time has been retrieved from ToD server.
5/24/2020 23:12 25 MTA PROV: Failed
5/27/2020 23:47 3000000002 MTA RESET:
5/27/2020 23:49 25 MTA PROV: Failed
5/28/2020 0:18 3000000004 DOCSIS-CONN-ERROR
5/28/2020 0:18 3000000002 MTA RESET:
5/28/2020 0:18 25 MTA PROV: Failed
6/1/2020 1:12 25 MTA PROV: Failed
6/3/2020 6:13 3000000002 MTA RESET:
6/3/2020 6:16 25 MTA PROV: Failed
6/4/2020 23:26 25 MTA PROV: Failed
6/9/2020 23:44 3000000002 MTA RESET:
6/9/2020 23:46 25 MTA PROV: Failed
6/14/2020 23:19 25 MTA PROV: Failed
6/18/2020 15:18 25 MTA PROV: Failed
6/22/2020 12:32 25 MTA PROV: Failed
6/23/2020 23:50 25 MTA PROV: Failed
6/25/2020 11:18 3000000004 DOCSIS-CONN-ERROR
6/25/2020 11:18 3000000002 MTA RESET:
6/25/2020 11:21 25

MTA PROV: Failed

 

 

 

 

 RF Parameters

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 13 577.75 MHz 4.80 dBmV 40.37 dB 256QAM 52716164 1 0
Downstream 2 10 559.75 MHz 5.50 dBmV 40.37 dB 256QAM 9658872 7 0
Downstream 3 11 565.75 MHz 4.90 dBmV 40.37 dB 256QAM 9552945 2019 0
Downstream 4 12 571.75 MHz 5.20 dBmV 40.95 dB 256QAM 10270947 1 0
Downstream 5 14 583.75 MHz 4.40 dBmV 40.37 dB 256QAM 9076411 10 1
Downstream 6 15 589.75 MHz 5.10 dBmV 40.37 dB 256QAM 8719963 17 0
Downstream 7 16 595.75 MHz 4.30 dBmV 40.37 dB 256QAM 8723831 0 0
Downstream 8 17 601.75 MHz 3.80 dBmV 40.37 dB 256QAM 2418021 16389 0
Downstream 9 18 607.75 MHz 4.00 dBmV 40.95 dB 256QAM 3516539 8 0
Downstream 10 19 613.75 MHz 3.90 dBmV 38.98 dB 256QAM 3499159 8 0
Downstream 11 20 619.75 MHz 3.20 dBmV 38.98 dB 256QAM 3374181 12 0
Downstream 12 21 625.75 MHz 4.30 dBmV 38.98 dB 256QAM 3100349 7 0
Downstream 13 22 631.75 MHz 2.40 dBmV 40.37 dB 256QAM 3909728 0 0
Downstream 14 23 637.75 MHz 3.00 dBmV 40.37 dB 256QAM 4123743 0 0
Downstream 15 24 643.75 MHz 3.00 dBmV 38.98 dB 256QAM 3933673 0 0
Downstream 16 26 649.75 MHz 2.40 dBmV 38.98 dB 256QAM 25896548 0 0
Downstream 17 27 655.75 MHz 2.10 dBmV 38.98 dB 256QAM 4555148 0 0
Downstream 18 28 661.75 MHz 1.10 dBmV 38.61 dB 256QAM 3965651 0 0
Downstream 19 29 667.75 MHz -1.70 dBmV 37.64 dB 256QAM 4416785 0 0
Downstream 20 30 673.75 MHz -9.10 dBmV 31.34 dB 256QAM 2942487 388459 172601
Downstream 21 31 679.75 MHz -6.60 dBmV 33.06 dB 256QAM 4703289 30467 4115
Downstream 22 32 685.75 MHz -2.20 dBmV 37.36 dB 256QAM 4593803 0 0
Downstream 23 33 691.75 MHz 1.40 dBmV 38.61 dB 256QAM 6090616 7 0
Downstream 24 34 697.75 MHz 1.50 dBmV 38.98 dB 256QAM 29237664 0 0
Downstream 25 35 703.75 MHz 1.70 dBmV 38.98 dB 256QAM 7625069 2 0
Downstream 26 36 709.75 MHz 2.20 dBmV 38.98 dB 256QAM 7354834 4 0
Downstream 27 37 715.75 MHz 2.00 dBmV 38.61 dB 256QAM 7610418 10 0
Downstream 28 38 721.75 MHz 1.70 dBmV 40.37 dB 256QAM 5785535 11 0
Downstream 29 39 727.75 MHz 2.30 dBmV 38.98 dB 256QAM 7792372 1 0
Downstream 30 40 733.75 MHz 1.50 dBmV 38.98 dB 256QAM 8245256 2 1
Downstream 31 41 739.75 MHz 1.70 dBmV 38.98 dB 256QAM 8367163 0 0
Reset FEC Counters

Downstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Average RxMER(dB)
Pilot PLC Data
Downstream 2 4K 94 1880 769 862 44 40 38
 

Upstream QAM

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 8 17.30 MHz 34.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 7 23.70 MHz 36.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 6 30.10 MHz 36.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 5 36.50 MHz 37.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Tx Power(dBmV)

 

 Status
System Uptime: 1 d: 11 h: 45 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-DHCP
Time and Date: Thu 2020-06-25 11:34:06

 

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Enabled Up 1000 (Full) 14:C0:3E:14:CD:B3
LAN Port 2 Enabled Down ----- 14:C0:3E:14:CD:B3
CABLE Enabled Up ----- 14:C0:3E:14:CD:B4
MTA FailOtherReason Down ----- 14:C0:3E:14:CD:B5

 

 Diplexer
  Upstream Range Downstream Range Current Band Setting
Band 0 5 MHz-85 MHz 108 MHz-1002 MHz  
Band 1 5 MHz-42 MHz 108 MHz-1002 MHz X
Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I am also located in VA (near Northern VA). Hopefully I can get it resolved, if we come to a resolution I will be sure to post what the cause was. 

 

This has been happening approximately 2 months or so, so a relatively new problem. 

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I want to say it's been longer than 2 months for me, but yes, definitely since at least March. 

I am in Sterling VA. They came out and did line tests and found it was not optimum.

They ran orange coax cable across a couple of streets that still have not been buried.

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

They've remotely determined that my signal levels look OK so they want to send someone to check the outside connectivity at my home. 

Hopefully they can get to the bottom of this. Luckily the Xfinity box for the neighborhood is in my yard so if they do need to run a cable it won't be that far I would hope. 

 

But yes I would say it's likely been since March for me as well. It's much more noticeable now that I'm teleworking during covid so it could have even been happening for longer I just didn't notice it yet or just attributed it to random network issues. 

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

Some more to add. Just happened again.. This is rediculous. I will be switching back to Verizon FIOS soon. I don't care that I wasted the investment on the Arris T25 modem. 

 

6/25/2020 11:18 3000000004 DOCSIS-CONN-ERROR
6/25/2020 11:18 3000000002 MTA RESET:
6/25/2020 11:21 25 MTA PROV: Failed
6/30/2020 4:32 25 MTA PROV: Failed
7/3/2020 15:44 25 MTA PROV: Failed
7/7/2020 23:21 25 MTA PROV: Failed
Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I was paying $74.99 a month for 1Gbps connection from comcast. 

I realistically got about 600Mbps down and 50Mbps upload on good days. Connection going out randomly while working is unacceptable. I canceled my service.

 

Signed up with vz fios and paying $79.99 for 1Gbps up and down. I am getting 860Mbps down and 760 upload with the whole family awake and using devices. 

Highlighted
New Poster

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I've been in the same boat as all of you since March and since I upgraded my Camble modem to the Arris T25.  I've contacted Comcast many times, each reply they reported they do not see any issues with my connection. They even asked me to contact Arris directly which I did. Just to add more info to the thread Arris Tech support indicated my upstream power was not within the spec of the T25 and asked me to inform Comcast to adjust the cable signal levels. When I called to report they told me these could not be adjusted and was controlled automatically by the software. I have a tech coming out today, as mentioned below I believe I have some noise in my line, my cable is pulled from quite a ways away from my house despite me having a cable box right next to my property. 

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I'm starting to suspect the T25 is the root of the problem even if your lines are good. The Xfinity tech sent me a Comcast XB6 modem to see if it makes a difference since tech's currently can't be sent out.

 

I haven't had it long enough to determine if the issue is resolved with a different modem, however. 

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

It does seem like the common denominator, but I invested in the modem to save the cost of renting the Comcast modem. Fios includes the router for free. Good luck all, I won't be following this thread any longer. 

Highlighted
New Poster

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

I'm having similar issue with my xfinity/T25 after upgrading my service to 300mbps + Voice & modem from Arris Surfboard SB6121 DOCSIS 3.0 to T25. My old modem was solid for 5 years and now I wonder why oh why did I even bother upgrading; I don't even notice any significance in speed.


Current Service:

X1 TV, Internet & Voice.


My T25 randomly "resets or reboots" not sure exactly what's happening as I haven't got a chance to investigate it. I do notice when I lose internet, the T25 modem front panel LED indicators blink one at a time until they all become solid - That's when the internet comes back up. It happens at least every other day.

 

IIRC my speed less than 200up, less than 20down.

 

 

Highlighted
Frequent Visitor

Re: Modem Keeps Rebooting around Midnight, Causing Issues with Work

There is something incompatible with the T25 and Comcast's network, I'm certain of it. 

 

Comcast sent me one of their XB6 modems (what I had before I bought the T25) and my connection has been rock solid again, no reboots at midnight every couple days. 

 

I don't know what the solution is, but if anyone is in the market for a modem I would not buy a T25 at this point.