Community Forum

Re: Modem unresponsive

Highlighted
Regular Visitor

Re: Modem unresponsive

I too am getting this message and am unable to restart my modem remotely.  I must physically go to the modem, unplug it, and let it set for about 30 seconds, then plug it back in to get it to work again.  Takes about ten minutes to get everything back up to working.  

 

I wish Xfinity would at least address the issue here so that I have some notion as to whether I need a new modem, or if there is something else that needs to be done.  

Highlighted
Expert

Re: Modem unresponsive

Start with the modem's signal stats. Perhaps they already are, or they are close to being out of spec and intermittently they go completely of spec. Try getting them here http://192.168.100.1 or here http://10.0.0.1

Please 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 ?




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!
Highlighted
Regular Visitor

Re: Modem unresponsive

Arris SVG2482AC

 

IndexLock StatusFrequencySNRPower Level

Downstream
Channel Bonding Value
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
31
32
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
Not Locked
543.00 MHz
417.00 MHz
423.00 MHz
429.00 MHz
435.00 MHz
441.00 MHz
447.00 MHz
453.00 MHz
459.00 MHz
465.00 MHz
471.00 MHz
477.00 MHz
483.00 MHz
489.00 MHz
495.00 MHz
507.00 MHz
513.00 MHz
519.00 MHz
525.00 MHz
531.00 MHz
537.00 MHz
549.00 MHz
555.00 MHz
561.00 MHz
 
 
 
 
 
 
 
 
35.60 dB
35.60 dB
35.78 dB
35.60 dB
35.60 dB
35.78 dB
35.60 dB
35.60 dB
35.78 dB
35.78 dB
35.60 dB
35.08 dB
35.08 dB
35.08 dB
34.93 dB
34.93 dB
35.60 dB
35.60 dB
35.78 dB
35.08 dB
35.60 dB
35.60 dB
35.78 dB
35.78 dB
 
 
 
 
 
 
 
 
2.60 dBmV
3.60 dBmV
3.70 dBmV
3.40 dBmV
4.20 dBmV
4.70 dBmV
4.40 dBmV
4.20 dBmV
3.80 dBmV
3.90 dBmV
3.90 dBmV
3.60 dBmV
3.70 dBmV
3.60 dBmV
3.30 dBmV
4.10 dBmV
4.00 dBmV
3.60 dBmV
3.40 dBmV
3.50 dBmV
3.10 dBmV
2.80 dBmV
3.50 dBmV
2.90 dBmV
 
 
 
 
 
 
 
 
 
IndexLock StatusFrequencySymbol RatePower LevelModulationChannel Type
Upstream
Channel Bonding Value
1
2
3
4
5
6
7
8
Locked
Locked
Locked
Locked
Locked
Not Locked
Not Locked
Not Locked
23.70 MHz
36.50 MHz
30.10 MHz
17.30 MHz
40.50 MHz
 
 
 
5120 KSym/s
5120 KSym/s
5120 KSym/s
5120 KSym/s
1280 KSym/s
 
 
 
54.00 dBmV
52.00 dBmV
53.50 dBmV
54.00 dBmV
52.25 dBmV
 
 
 
64 QAM
64 QAM
64 QAM
64 QAM
64 QAM
 
 
 
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
DOCSIS2.0 (ATDMA)
 
 
 
 
Highlighted
Expert

Re: Modem unresponsive

The upstream power is too  high / out of spec. 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.



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!
Highlighted
Regular Visitor

Re: Modem unresponsive

Thanks for the information. I will check to see if we have any such connections and check for any hidden lose connections. I will let you you know what I find. Much appreciated!
Highlighted
Expert

Re: Modem unresponsive

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!