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My modem reboots every few hours

Frequent Visitor

My modem reboots every few hours

I have an Arris SB8200 modem, and I recently moved apartments. My modem now reboots itself about once every two, maybe three hours. I had a tech come out on Saturday the 18th, who said that my power levels were a little high, so he installed a 3dB attenuator at my modem, and that there was maybe some RF noise that he'd have to have someone else look at, but there weren't any major issues that he could see which would cause consistent reboots. After he left, the modem has continued to reboot.

Additionally, on the evening of the 18th, I managed to capture the following image from the Event Log of my modem before it reset itself:

D65Sq7mVUAE2kqG.png

 

 

Typically, after a reboot, I'll see messages in my modem's event log like the following:

05/19/2019 14:30 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/19/2019 16:12 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/19/2019 18:13 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/19/2019 20:25 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/20/2019 14:29 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/20/2019 15:31 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/20/2019 17:11 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
05/20/2019 20:02 	73050400 	5 	"REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"

This morning, I saw this error instead:

 

05/21/2019 08:17 	2436694061 	5 	"Dynamic Range Window violation"
05/21/2019 08:17 	82001100 	5 	"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=xx:xx:xx:xx:xx:xx;CMTS-MAC=00:9e:1e:58:02:42;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00 	2436694066 	6 	"Honoring MDD; IP provisioning mode = IPv6"

(I've removed my modem's MAC address from the above two excerpts)

 

 

 

Here's what my downstream looks like right now, after almost 50 minutes of uptime:

Channel ID 	Lock Status 	Modulation 	Frequency 	Power 	SNR/MER 	Corrected 	Uncorrectables
33 	Locked 	QAM256 	657000000 Hz 	6.7 dBmV 	39.2 dB 	1 	0
5 	Locked 	QAM256 	483000000 Hz 	6.7 dBmV 	39.4 dB 	0 	0
6 	Locked 	QAM256 	489000000 Hz 	7.1 dBmV 	39.6 dB 	0 	0
7 	Locked 	QAM256 	495000000 Hz 	7.6 dBmV 	39.6 dB 	0 	0
8 	Locked 	QAM256 	507000000 Hz 	7.8 dBmV 	39.8 dB 	0 	0
9 	Locked 	QAM256 	513000000 Hz 	7.8 dBmV 	39.9 dB 	0 	0
10 	Locked 	QAM256 	519000000 Hz 	8.0 dBmV 	39.7 dB 	0 	0
11 	Locked 	QAM256 	525000000 Hz 	7.4 dBmV 	39.6 dB 	1 	0
12 	Locked 	QAM256 	531000000 Hz 	7.3 dBmV 	39.5 dB 	0 	0
13 	Locked 	QAM256 	537000000 Hz 	7.4 dBmV 	39.4 dB 	0 	0
14 	Locked 	QAM256 	543000000 Hz 	7.4 dBmV 	39.6 dB 	0 	0
15 	Locked 	QAM256 	549000000 Hz 	7.1 dBmV 	39.4 dB 	0 	0
16 	Locked 	QAM256 	555000000 Hz 	7.2 dBmV 	39.4 dB 	0 	0
17 	Locked 	QAM256 	561000000 Hz 	7.4 dBmV 	39.4 dB 	0 	0
18 	Locked 	QAM256 	567000000 Hz 	7.6 dBmV 	39.3 dB 	0 	0
19 	Locked 	QAM256 	573000000 Hz 	7.7 dBmV 	39.4 dB 	0 	0
20 	Locked 	QAM256 	579000000 Hz 	8.0 dBmV 	39.7 dB 	0 	0
21 	Locked 	QAM256 	585000000 Hz 	8.3 dBmV 	39.8 dB 	0 	0
22 	Locked 	QAM256 	591000000 Hz 	7.9 dBmV 	39.6 dB 	0 	0
23 	Locked 	QAM256 	597000000 Hz 	7.6 dBmV 	39.5 dB 	0 	0
24 	Locked 	QAM256 	603000000 Hz 	7.6 dBmV 	39.5 dB 	0 	0
25 	Locked 	QAM256 	609000000 Hz 	8.0 dBmV 	39.6 dB 	0 	0
26 	Locked 	QAM256 	615000000 Hz 	8.0 dBmV 	39.6 dB 	0 	0
27 	Locked 	QAM256 	621000000 Hz 	8.2 dBmV 	39.5 dB 	0 	0
28 	Locked 	QAM256 	627000000 Hz 	8.0 dBmV 	39.5 dB 	0 	0
29 	Locked 	QAM256 	633000000 Hz 	7.7 dBmV 	39.3 dB 	0 	0
30 	Locked 	QAM256 	639000000 Hz 	7.4 dBmV 	39.3 dB 	2 	0
31 	Locked 	QAM256 	645000000 Hz 	7.4 dBmV 	39.3 dB 	0 	0
32 	Locked 	QAM256 	651000000 Hz 	6.8 dBmV 	39.2 dB 	0 	0
34 	Locked 	QAM256 	663000000 Hz 	6.7 dBmV 	39.2 dB 	0 	0
35 	Locked 	QAM256 	669000000 Hz 	6.5 dBmV 	39.1 dB 	0 	0
36 	Locked 	QAM256 	675000000 Hz 	6.0 dBmV 	38.9 dB 	0 	0
159 	Locked 	Other 	690000000 Hz 	6.3 dBmV 	29.8 dB 	303368267 	0

And the upstream:

Channel 	Channel ID 	Lock Status 	US Channel Type 	Frequency 	Width 	Power
1 	1 	Locked 	SC-QAM Upstream 	35700000 Hz 	6400000 Hz 	43.0 dBmV
2 	2 	Locked 	SC-QAM Upstream 	29200000 Hz 	6400000 Hz 	44.0 dBmV
3 	3 	Locked 	SC-QAM Upstream 	22700000 Hz 	6400000 Hz 	43.0 dBmV
4 	4 	Locked 	SC-QAM Upstream 	16200000 Hz 	6400000 Hz 	44.0 dBmV

I'm also on firmware revision SB8200.0200.174F.311915.NSH.RT.NA, so maybe if there's a newer (or older!) version that Comcast could push so that I'm not expericing these issues anymore, that would be great.

Frequent Visitor

Re: My modem reboots every few hours

Because I'm depressingly familiar with Comcast's ability to troubleshoot issues with their service, I jumped the gun and bought a new modem. Whether it's because this is a different make/model of modem, or because it has yet to be worn down by years of Comcast signal issues, my internet connection is only briefly interrupted every few hours, as opposed to completely unavailable while the modem reboots.

Downstream Bonded Channels
Channel 	Lock Status 	Modulation 	Channel ID 	Frequency 	Power 	SNR 	Correctables 	Uncorrectables
1	Locked	QAM256	33	657000000 Hz	6.8 dBmV	39.6 dB	7	0
2	Locked	QAM256	5	483000000 Hz	6.9 dBmV	40.1 dB	3	0
3	Locked	QAM256	6	489000000 Hz	7 dBmV	40.1 dB	2	0
4	Locked	QAM256	7	495000000 Hz	7.5 dBmV	40.1 dB	3	0
5	Locked	QAM256	8	507000000 Hz	7.8 dBmV	40.2 dB	4	0
6	Locked	QAM256	9	513000000 Hz	7.5 dBmV	40.1 dB	14	0
7	Locked	QAM256	10	519000000 Hz	7.8 dBmV	40.1 dB	76	0
8	Locked	QAM256	11	525000000 Hz	7.5 dBmV	40 dB	385	89
9	Locked	QAM256	12	531000000 Hz	7.5 dBmV	40 dB	622	862
10	Locked	QAM256	13	537000000 Hz	7.5 dBmV	40 dB	964	1811
11	Locked	QAM256	14	543000000 Hz	7.5 dBmV	40 dB	1634	3153
12	Locked	QAM256	15	549000000 Hz	7.3 dBmV	39.9 dB	1849	4113
13	Locked	QAM256	16	555000000 Hz	7.2 dBmV	39.8 dB	1699	3277
14	Locked	QAM256	17	561000000 Hz	7.2 dBmV	39.9 dB	1050	2186
15	Locked	QAM256	18	567000000 Hz	7.3 dBmV	39.7 dB	653	826
16	Locked	QAM256	19	573000000 Hz	7.4 dBmV	39.9 dB	259	51
17	Locked	QAM256	20	579000000 Hz	7.6 dBmV	40.1 dB	40	0
18	Locked	QAM256	21	585000000 Hz	7.7 dBmV	39.4 dB	7	0
19	Locked	QAM256	22	591000000 Hz	7.4 dBmV	39.8 dB	5	0
20	Locked	QAM256	23	597000000 Hz	7.3 dBmV	39.9 dB	10	0
21	Locked	QAM256	24	603000000 Hz	7.3 dBmV	39.8 dB	11	0
22	Locked	QAM256	25	609000000 Hz	7.5 dBmV	39.9 dB	3	0
23	Locked	QAM256	26	615000000 Hz	7.6 dBmV	39.8 dB	10	0
24	Locked	QAM256	27	621000000 Hz	8 dBmV	39.9 dB	6	0
25	Locked	QAM256	28	627000000 Hz	7.8 dBmV	39.8 dB	11	0
26	Locked	QAM256	29	633000000 Hz	7.6 dBmV	39.7 dB	16	0
27	Locked	QAM256	30	639000000 Hz	7.4 dBmV	39.7 dB	8	0
28	Locked	QAM256	31	645000000 Hz	7.3 dBmV	39.6 dB	12	0
29	Locked	QAM256	32	651000000 Hz	6.9 dBmV	39.6 dB	12	0
30	Locked	QAM256	34	663000000 Hz	6.8 dBmV	39.6 dB	8	0
31	Locked	QAM256	35	669000000 Hz	6.6 dBmV	39.5 dB	15	0
32	Locked	QAM256	36	675000000 Hz	6.2 dBmV	39 dB	12	0
 
Upstream Bonded Channels
Channel 	Lock Status 	US Channel Type 	Channel ID 	Symbol Rate 	Frequency 	Power
1	Locked	ATDMA	1	5120 Ksym/sec	35700000 Hz	42 dBmV
2	Locked	ATDMA	2	5120 Ksym/sec	29200000 Hz	43 dBmV
3	Locked	ATDMA	3	5120 Ksym/sec	22700000 Hz	42.5 dBmV
4	Locked	ATDMA	4	5120 Ksym/sec	16200000 Hz	43.5 dBmV
5	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
6	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
7	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
8	Not Locked	Unknown	0	0 Ksym/sec	0 Hz	0.0 dBmV
 
Downstream OFDM Channels
Channel 	Lock
Status 	Modulation /
Profile ID 	Channel
ID 	Frequency 	Power 	SNR /
MER 	Active Subcarrier
Number Range 	Unerrored
Codewords 	Correctable
Codewords 	Uncorrectable
Codewords
1	Locked	0	159	690000000 Hz	6.5 dBmV	38.6 dB	1246 ~ 2849	3288270839	1527713093	0
2	Not Locked	0	0	0 Hz	0 dBmV	0.0 dB	0 ~ 4095	0	0	0
 
Upstream OFDMA Channels
Channel 	Lock Status 	Modulation / Profile ID 	Channel ID 	Frequency 	Power
1	Not Locked	0	0	0 Hz	0 dBmV
2	Not Locked	0	0	0 Hz	0 dBmV
Official Employee

Re: My modem reboots every few hours

Greetings, 0c! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are running into with the internet dropping out from time to time. That's certainly is frustrating no having a reliable constant connection. I would like to dive a little deeper into this issue. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


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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Frequent Visitor

Re: My modem reboots every few hours

I'm pretty sure I have my Comcast account linked to this forums account; Comcast employee would know what my first and last name are.

Official Employee

Re: My modem reboots every few hours

Hi 0c, 

 

You're correct! If you could send me a private message verifying your first and last name, yes, I can use that and the information registered with your forum account to continue investigating your connectivity issue. I would like to help get this resolved as soon as possible. 

 

 


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

Re: My modem reboots every few hours

If you need to use a name then you can call me Brian L. Roberts.

 

Here's what my internet connection looks like tonight. At this rate, I'll be getting rid of the gigabit plan I'm paying for.

 

1.PNG12.8 Mbps up, 0.6Mbps down2.PNG13.7 down, no up

Diamond Problem Solver

Re: My modem reboots every few hours

@0c
if you don’t send @ComcastChe the account information to verify you are the account holder, they can’t (by policy)go any further to help you. It’s to keep your account information secure for your own protection.

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Official Employee

Re: My modem reboots every few hours

@0c

 

This isn't the experience we want for you. I want to make sure you're getting the speeds you're paying for. We ask that you verify your first and last name so we can ensure we are speaking with the account holder or an authorized user before troubleshooting or making any changes to accounts. When you are ready, feel free to send me a private message and I'd be happy to assist you. 


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

Re: My modem reboots every few hours

Sure. And do you want my password, too? To "verify my identity"?

Diamond Problem Solver

Re: My modem reboots every few hours

Thread is closed due to lack of co-operation.

I am a Retired Official Comcast Employee
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