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Network constantly restarting. docsDevResetNow

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Regular Visitor

Network constantly restarting. docsDevResetNow

Hello, this problem has been persisting for a while now. It had calmed down a little over the past month but the past 2 weeks it has been persistent yet again. My internet speeds have been perfectly fine, around 500 mb down. But the modem will reboot itself constantly over the span of hours, most prevelant between 5pm - 10pm. It is very noticeable anytime I try to play through Xbox live or Online through my PC. Connection will drop from the game and the connection will restart itself every 15 minutes. I checked the Event Log from my modem (currently have an AC1900 Netgear Modem C7000v2) and everytime it restarts the log says "Critical (3) : Resetting the cable modem due to docsDevResetNow".

 

This problem has made online gaming and streaming impossible. We have been through countless modems and tech visits to our house and nothing has worked. I attached screenshots of the log and downstream upstream signal stats. Can anyone help?

 

XfinityLog.PNGXfinityCableConnection.PNGXfinityCableConnection1.PNG

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Regular Visitor

Re: Network constantly restarting. docsDevResetNow

XfinityLog.PNG

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Expert

Re: Network constantly restarting. docsDevResetNow

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.



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

Re: Network constantly restarting. docsDevResetNow

Sorry for not responding, the problem fixed itself for most of quarantine, but it has reared its ugly head yet again. Same exact things happening and the logs are identical as the pics above, the past 2 days the internet has had trouble staying on for more than 2 minutes at a time before resetting.
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Expert

Re: Network constantly restarting. docsDevResetNow

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 !



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!
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Official Employee

Re: Network constantly restarting. docsDevResetNow

Hello @zbente95, thanks for reaching out to our Digital Care Team through our Forums page. We appreciate you being a customer with us and I am sorry to hear about these ongoing connection issues you have been experiencing. I'm glad to hear your speeds are good, but we definitely want your connection to be solid as well. 

 

I can imagine how inconvenient this issue must be especially when gaming and I absolutely want to assist you with getting it corrected. 

 

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". 

 

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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