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Multiple Daily Modem Reboots

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Contributor

Multiple Daily Modem Reboots

My internet connection fails multiple times a say. My modem's event logs stay full of T3/T4 TimeOuts and Dynamic Range Window violations. May gameplay used to clean up after reboots but for the past 3 months, nothing helps. For they past two weeks it has been hit and miss  if I could even be connected to a match due to ping rate time outs. (+200ms). The last tech visit was Apr 2020 and they said the main line to the neighborhood drop point was supposed be a temp line and it wasn't buried. It runs along the fence line of several homes and has been there for at least 10 years. The line from the drop point to my house is buried and from that drop to my modem is a single line. Those all checked good in Apr but the main line had issues and was supposed to be replaced. It has not.

 

D/L speed isn't an issue when performing speed test using IPv6, but when I limit to IPv4, the speed is no where near my package speed and most gaming is still limited to IPv4. Either way, it is hard to play when your modem is reseting itself nearly every hour. 

 

Here's my recent Event Log:

 

DateTime

Event ID

EventLevel

Description

11/01/202011:04

2436694061

5

"Dynamic Range Window violation"

11/01/202011:04

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:04

2436694061

5

"Dynamic Range Window violation"

11/01/202011:04

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:04

67061600

6

"DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1.;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:04

2436694066

6

"Honoring MDD; IP provisioning mode = IPv6"

11/01/202011:03

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenanceopportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:03

82000200

3

"No Ranging Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:03

82000400

3

"Received Response to Broadcast Maintenance Request, But no Unicast Maintenanceopportunities received - T4 time out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202011:01

82000500

3

"Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:55

2436694061

5

"Dynamic Range Window violation"

11/01/202009:55

82001200

5

"RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding tothe Top of the DRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:54

2436694061

5

"Dynamic Range Window violation"

11/01/202009:54

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:54

2436694061

5

"Dynamic Range Window violation"

11/01/202009:54

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:54

2436694061

5

"Dynamic Range Window violation"

11/01/202009:54

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:54

2436694061

5

"Dynamic Range Window violation"

11/01/202009:54

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/202009:54

2436694061

5

"Dynamic Range Window violation"

11/01/202009:54

82001100

5

"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of theDRW;CM-MAC=XXXX;CMTS-MAC=XXXX;CM-QOS=1.1;CM-VER=3.1;"

11/01/2020

2436694061

5

"Dynamic Range Window violation"

 

Highlighted
Expert

Re: Multiple Daily Modem Reboots

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

What is the exact make and model number of the modem ?




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Contributor

Re: Multiple Daily Modem Reboots

Here you go:

Arris SB 8200

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate theoperation of the cable modem.

Channel ID

Lock Status

Modulation

Frequency

Power

SNR/MER

Corrected

Uncorrectables

41

Locked

QAM256

645000000 Hz

-7.4 dBmV

38.1 dB

2302

0

13

Locked

QAM256

477000000 Hz

-1.7 dBmV

41.6 dB

88

0

14

Locked

QAM256

483000000 Hz

-1.8 dBmV

41.7 dB

58

0

15

Locked

QAM256

489000000 Hz

-2.1 dBmV

41.6 dB

84

0

16

Locked

QAM256

495000000 Hz

-2.3 dBmV

41.7 dB

106

0

17

Locked

QAM256

501000000 Hz

-2.8 dBmV

41.4 dB

145

0

18

Locked

QAM256

507000000 Hz

-3.4 dBmV

41.0 dB

179

0

19

Locked

QAM256

513000000 Hz

-4.2 dBmV

40.8 dB

222

0

20

Locked

QAM256

519000000 Hz

-5.0 dBmV

40.2 dB

328

0

21

Locked

QAM256

525000000 Hz

-4.5 dBmV

40.4 dB

260

0

22

Locked

QAM256

531000000 Hz

-5.1 dBmV

40.3 dB

395

0

23

Locked

QAM256

537000000 Hz

-5.4 dBmV

39.8 dB

486

0

24

Locked

QAM256

543000000 Hz

-5.2 dBmV

39.9 dB

529

0

25

Locked

QAM256

549000000 Hz

-5.5 dBmV

39.8 dB

682

0

26

Locked

QAM256

555000000 Hz

-5.5 dBmV

39.8 dB

892

0

27

Locked

QAM256

561000000 Hz

-5.9 dBmV

39.4 dB

780

0

28

Locked

QAM256

567000000 Hz

-6.5 dBmV

39.2 dB

894

0

29

Locked

QAM256

573000000 Hz

-6.9 dBmV

39.0 dB

1207

0

30

Locked

QAM256

579000000 Hz

-7.4 dBmV

38.5 dB

1240

0

 

31

Locked

QAM256

585000000 Hz

-7.9 dBmV

38.3 dB

1576

0

32

Locked

QAM256

591000000 Hz

-7.4 dBmV

38.5 dB

1657

0

33

Locked

QAM256

597000000 Hz

-6.4 dBmV

38.7 dB

1484

0

34

Locked

QAM256

603000000 Hz

-6.9 dBmV

38.6 dB

1789

0

35

Locked

QAM256

609000000 Hz

-6.6 dBmV

38.7 dB

1866

0

36

Locked

QAM256

615000000 Hz

-6.4 dBmV

38.9 dB

1733

0

37

Locked

QAM256

621000000 Hz

-6.4 dBmV

38.6 dB

1935

0

38

Locked

QAM256

627000000 Hz

-6.7 dBmV

38.5 dB

2785

0

39

Locked

QAM256

633000000 Hz

-6.9 dBmV

38.2 dB

2434

0

40

Locked

QAM256

639000000 Hz

-7.0 dBmV

38.3 dB

2254

0

42

Locked

QAM256

651000000 Hz

-7.3 dBmV

38.0 dB

2116

0

43

Locked

QAM256

657000000 Hz

-7.1 dBmV

38.1 dB

2523

0

44

Locked

QAM256

663000000 Hz

-7.4 dBmV

37.8 dB

3240

0

159

Locked

Other

690000000 Hz

-8.4 dBmV

34.8 dB

647719606

0

 

 

 

 

 

 

Upstream Bonded Channels

Channel

Channel ID

Lock Status

US Channel Type

Frequency

Width

Power

 

1

3

Locked

SC-QAM Upstream

22800000 Hz

6400000 Hz

43.0 dBmV

 

2

1

Locked

SC-QAM Upstream

35600000 Hz

6400000 Hz

45.0 dBmV

 

3

2

Locked

SC-QAM Upstream

29200000 Hz

6400000 Hz

44.0 dBmV

 

4

4

Locked

SC-QAM Upstream

16400000 Hz

6400000 Hz

43.0 dBmV

 

5

5

Locked

SC-QAM Upstream

39600000 Hz

1600000 Hz

45.0 dBmV

 

 

Highlighted
Expert

Re: Multiple Daily Modem Reboots

Most of the downstream channel power levels are on the low side and they may be intermittently fluctuating even lower to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Contributor

Re: Multiple Daily Modem Reboots

There are no splitters between the drop to my modem and the Comcast line is an underground access point. During my last tech visit, I was told that the line to my house was good, as well it should have been because it was installed a year ago, but they also stated that their line to the underground dropbox was supposed to be a temp line and it was checking bad. That temporary line has been there as long as I owend my house and that's over 10 years. 

 

Here's a pic of the dropbox:

https://imgur.com/Sa4PDGJ

The yellow cable is they one that was placed to my house.

 

Here's the line to the dropbox:

https://imgur.com/NBaAP9y

 

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Expert

Re: Multiple Daily Modem Reboots

Then you'll need a tech out. Good luck !



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

Re: Multiple Daily Modem Reboots

But I have already had techs come out for the same thing already. I came here because I have seen where problems were escalated and I feel if I wait for another tech to come out to tell me the same thing again, I will move on because living with this unreliable connection is becoming untenable.

Highlighted
Expert

Re: Multiple Daily Modem Reboots

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!