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Modem Reboots Multiple Times per day

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Modem Reboots Multiple Times per day

Hello,

I've tried getting help from Comcast support, but all they can do is send a Tech out.  When the techs come out they say "your signal levels are fine". I've replaced the modem multiple times and still my modem reboots itself multiple times per day.  Here is all of the information I can think of:

 

Modem Model:  SVG2482AC.

Hardware Version: 11.0

eMTA & DOCSIS Software Version:10.0.X.SIP.PC20.CT

Software Image Name:SVG2482AC_2.2p14s4_PROD_sey

The Modem is in Bridge Mode if this matters.

 

downstream1.pngDownstream 1-5downstream2.pngDownstream 6-10downstream3.pngDownstream 11-16downstream4.pngDownstream 17-21downstream5.pngDownstream 23 -upstream.pngUpstream

The Modem I have is a purchased modem.  Prior to this I had an Arris 788 (I think) that worked just fine.  That modem does not support the newer standards so I was sent a letter to upgrade it.  I purchased a modem on Amazon from Arris and on installation it immediately started rebooting.  Assuming that the problem was this modem I sent it back to Arris.  In the mean time, I rented an Arris Modem from Comcast (They look very similar, but I don't believe that this was the same model as mine).  That modem also rebooted, Albiet at a much lower frequency.  I received the replacement and then decided to try it to see if it solved the problem.  Thus far there have been 6 different techs come out to my house and the following items have been replaced:

  1. Cable coming to my house from the tap
  2. Distribution Amplifier.
  3. Every end on every cable in a 4 block radius of my house (Ok that was an exaggeration, but still).

 

More Information:

  • The Comcast Modem would report T3 Timeouts when this happens.
  • My current modem does not show this in the log.
  • The modem often reboots twice.  It will reboot, come online for a minute and then reboot again. 

Today's Logs:

[Dhcpc][1639]: erouter0 got new IP xx.xx.xx.xx 2018/6/25 16:00:15 Notice
[ETHSW][551]: Port 4 admin status is up 2018/6/25 16:00:07 Notice
[ETHSW][551]: Port 3 admin status is up 2018/6/25 16:00:07 Notice
[ETHSW][551]: Port 2 admin status is up 2018/6/25 16:00:07 Notice
[ETHSW][551]: Port 1 admin status is up 2018/6/25 16:00:07 Notice
[Dhcpc][1555]: mta0 got new IP yy.yy.yy.yy 2018/6/25 16:00:07 Notice
[Dhcpc][1601]: erouter0 got new IP xx.xx.xx.xx 2018/6/25 15:53:14 Notice
[ETHSW][515]: Port 4 admin status is up 2018/6/25 15:53:07 Notice
[ETHSW][515]: Port 3 admin status is up 2018/6/25 15:53:07 Notice
[ETHSW][515]: Port 2 admin status is up 2018/6/25 15:53:07 Notice
[ETHSW][515]: Port 1 admin status is up 2018/6/25 15:53:07 Notice
[Dhcpc][1518]: mta0 got new IP yy.yy.yy.yy 2018/6/25 15:53:04 Notice

 

This is exasperating, so any help will be very much appreciated.

Expert

Re: Modem Reboots Multiple Times per day

Hi @anandn,

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Modem Reboots Multiple Times per day

Hello anandn. I can assist with troubleshooting your internet connection issues. As nerdburg suggested, I'd like to poll the CMTS for real-time and historical RF signal reports from your modem, and check your local Node/Plant for any degradation or error reports. Please send me a private message and include your full name and account primary phone number so I can assist you.