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Random disconnects and modem reset Arris SB6183

pantaloneta
New Poster

Random disconnects and modem reset Arris SB6183

Ever since moving to new place and having to get comcast network connection won’t stay connected. It started out reseting a few times a day and now it is about every hour. The Arris modem is the fourth modem I l have tried. All have the same issue. T3 errors and many uncorrectables. Call Comcast several times. Done resets. Stayed on line for about hour with tech. All signals looked good. No reset until an hour off phone. Arris SB6183 is connected to Asus Rt-ac66u router. Any assistance is appreciated


Product info

Compliant DOCSIS 3.0
Hardware Version 1
Software Version D30CM-OSPREY-2.4.0.1-GA-02-NOSH
Cable Modem MAC Address 50:95:51:56:f1:0a
Serial Number 402790928401936210012356

Status
Up Time 0 days 00h:22m:24s


Current status

Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 1 507000000 Hz 9.7 dBmV 37.9 dB 120 150
2 Locked QAM256 2 513000000 Hz 9.8 dBmV 38.4 dB 98 75
3 Locked QAM256 3 519000000 Hz 9.8 dBmV 38.4 dB 118 89
4 Locked QAM256 4 525000000 Hz 9.9 dBmV 38.4 dB 66 132
5 Locked QAM256 5 531000000 Hz 9.8 dBmV 38.3 dB 93 55
6 Locked QAM256 6 537000000 Hz 10.1 dBmV 38.3 dB 94 70
7 Locked QAM256 7 543000000 Hz 10.1 dBmV 38.3 dB 77 108
8 Locked QAM256 8 549000000 Hz 10.2 dBmV 38.2 dB 81 101
9 Locked QAM256 9 555000000 Hz 10.2 dBmV 38.1 dB 84 102
10 Locked QAM256 10 561000000 Hz 10.3 dBmV 38.0 dB 56 168
11 Locked QAM256 11 567000000 Hz 10.3 dBmV 38.0 dB 71 116
12 Locked QAM256 12 573000000 Hz 10.4 dBmV 37.9 dB 94 113
13 Locked QAM256 13 579000000 Hz 10.5 dBmV 37.9 dB 61 79
14 Locked QAM256 14 585000000 Hz 10.7 dBmV 37.9 dB 68 109
15 Locked QAM256 15 591000000 Hz 10.7 dBmV 37.8 dB 94 71
16 Locked QAM256 16 597000000 Hz 10.9 dBmV 37.8 dB 62 119

Locked QAM256 16 597000000 Hz 10.9 dBmV 37.8 dB 62 119

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 36500000 Hz 42.3 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 17300000 Hz 42.3 dBmV
3 Locked ATDMA 2 5120 Ksym/sec 23700000 Hz 42.0 dBmV
4 Locked ATDMA 3 5120 Ksym/sec 30100000 Hz 42.0 dBmV








Event log follows

The table below contains the log of events that the SB6183 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.
Time Priority Description
Sun May 10 19:52:31 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:52:31 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:52:31 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:52:48 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:52:48 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:52:48 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:53:08 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 19:57:29 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun May 10 20:56:13 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 20:56:13 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 20:56:13 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:04:39 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:08:59 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun May 10 21:40:26 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:40:26 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:40:26 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:41:01 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:41:01 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:41:01 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:41:08 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 21:45:28 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun May 10 22:21:53 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:21:53 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:21:53 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:22:21 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:22:22 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:22:22 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:22:29 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:26:50 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Sun May 10 22:43:10 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:43:10 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:43:10 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:43:51 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 22:48:12 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.0;CM-VER=3.0;
Sun May 10 23:49:14 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:14 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:14 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:43 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:43 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:43 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:49:50 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Sun May 10 23:54:10 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.0;CM-VER=3.0;
Mon May 11 00:22:33 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:22:33 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:22:33 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:23:02 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:23:02 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:23:02 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:23:03 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 00:27:24 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:24 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:24 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:24 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 3;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:30 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:30 2020 Critical (3) Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:30 2020 Critical (3) 16 consecutive T3 timeouts while trying to range on upstream channel 0;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:37:31 2020 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Mon May 11 01:41:51 2020 Critical (3) Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=50:95:51:56:f1:0a;CMTS-MAC=00:01:5c:ae:d6:64;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6




TallMikey
New Poster

Re: Random disconnects and modem reset Arris SB6183

I've got similar issues:

SB6183 installed 2/17/2020 100 Mbps sservice

Initial downstream power levels -7.1 to -7.5, upstream levels 47.1 to 47.3, error log empty

 

Couple weeks later downstream levels -8.1 to -8.5 with corrected errors multiple channels, upstream levels 49.5 to 50.1 , ranging errors logged  infrequently

 

Week later downstream levels -9.1 to -10.0 with numerous uncorrected errorson multiple channels, upstream levels 50.1 to 52.0, errors numerous, random modem reboots

 

Up one morning with modem repeatedly rebooting. Did factory reset and connected with downstream --8.1 to 8.5, upstream 48.5 to 49.5. Occasional errors logged. Signals degraded over next few days and when upstream values at 52.0+ modem continuously reboots. Repeated factory resets a couple more times over next two weeks and contacted tech support. Support analyst knew just enough to be dangerous (and wrong) but keyed me into the Activate option to reinstall my old (unsupportrd because it does not allow Comcast remote access, but works when registered as it is DOCSIS 3.0) SB6121

 

Fourth instance of repeated rebooting so tried SB6121. Got it installed but could not connect because COMCAST had removed its MAC address from my account. Got the weekend tech to register MAC over phone and all was well. Awoke Monday Morning to no Internet. Talked to tech and they had lost the MAC address. Could not enter it again because it is an "UNSUPPORTED MODEM". (I noticed in the SB6121 that Comcast had downloaded a SB6183 configuration file that was aborted but the modem was running just fine up until monday morning. Repeated factory reset on SB6183 and reinstalled it. Am watching the signal levels get worse by the hour and the error log fill up. I am convinced I need a tech out to check the line levels to the house but they are playing the COVID-19 card.

 

Your upstream levels are not quite as bad as mine, but I suspect you need your line checked also. Good luck in getting anybody who knows anything to show up.