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SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

emaurice
Frequent Visitor

SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

I am facing an issue similar to the one highlighted at https://forums.xfinity.com/t5/Your-Home-Network/Every-11-days-lost-Internet-connection/td-p/3333854 (that thread is locked).

 

I periodically lose Internet access.  I own a T25.  The log shows:

on July 10th

7/10/2020 2:28 65511 SIP DNS Query Failure
7/10/2020 4:08 65511 SIP DNS Query Failure- Cleared
7/10/2020 4:59 65511 SIP DNS Query Failure
7/10/2020 4:59 65527 SIP Registration Timeout
7/10/2020 4:59 65511 SIP DNS Query Failure- Cleared
7/10/2020 4:59 65527 SIP Registration Timeout- Cleared
7/10/2020 4:59 65511 SIP DNS Query Failure
7/10/2020 5:49 65511 SIP DNS Query Failure- Cleared
7/10/2020 5:49 65511 SIP DNS Query Failure
7/10/2020 6:39 65511 SIP DNS Query Failure- Cleared
7/10/2020 7:05 16 MTA TFTP: Successful
7/10/2020 7:05 4000951500 Provisioning Complete
7/10/2020 7:05 26 MTA PROV: Successful!
     
     

 

Then again today:

7/15/2020 0:44 65511 SIP DNS Query Failure
7/15/2020 0:44 65527 SIP Registration Timeout
7/15/2020 0:45 65511 SIP DNS Query Failure- Cleared
7/15/2020 0:45 65527 SIP Registration Timeout
7/15/2020 0:45 65511 SIP DNS Query Failure
7/15/2020 0:45 65511 SIP DNS Query Failure- Cleared
7/15/2020 0:45 65527 SIP Registration Timeout- Cleared
7/15/2020 0:45 65511 SIP DNS Query Failure
7/15/2020 1:06 65511 SIP DNS Query Failure- Cleared
7/15/2020 2:25 65511 SIP DNS Query Failure
7/15/2020 2:25 65527 SIP Registration Timeout
7/15/2020 2:26 65511 SIP DNS Query Failure- Cleared
7/15/2020 2:26 65527 SIP Registration Timeout
7/15/2020 2:26 65511 SIP DNS Query Failure
7/15/2020 2:26 65527 SIP Registration Timeout- Cleared
7/15/2020 2:26 65511 SIP DNS Query Failure- Cleared
7/15/2020 3:17 65511 SIP DNS Query Failure
7/15/2020 3:17 65511 SIP DNS Query Failure- Cleared
7/15/2020 4:07 65511 SIP DNS Query Failure
7/15/2020 4:49 16 MTA TFTP: Successful
7/15/2020 4:49 4000951500 Provisioning Complete

 

I contacted Comcast twice:

(1) First time was told the issue would be escalated as "frequent outage" and given a CR number.

 

(2) Second time, I contacted Comcast to update the ticket to let them know that Arris tech support had told me the upload power was out of spec.  I was told that the first SR was not valid (old, for another customer, so I think this was to get rid of me).  I was told again my issue would be escalated, and I would hear by e-mail in 2-3 days.  No joy!  

 

I understand COVID prevention should guide Comcast to discourage onsite visit, but I strongly suspect my issue is due to something with Comcast.  The issue started to appear after a series of local outage in my area.

 

My power levels are below:

 

Downstream QAM

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 36 609.00 MHz 2.30 dBmV 38.61 dB 256QAM 2626672569 0 0
Downstream 2 8 435.00 MHz 2.40 dBmV 40.37 dB 256QAM 1600988494 0 0
Downstream 3 9 441.00 MHz 2.10 dBmV 40.37 dB 256QAM 451871352 0 0
Downstream 4 10 447.00 MHz 2.10 dBmV 40.37 dB 256QAM 451957219 0 0
Downstream 5 11 453.00 MHz 2.30 dBmV 40.37 dB 256QAM 455994598 0 0
Downstream 6 12 459.00 MHz 2.10 dBmV 40.37 dB 256QAM 2871444188 0 0
Downstream 7 13 465.00 MHz 2.30 dBmV 40.37 dB 256QAM 450908114 0 0
Downstream 8 14 471.00 MHz 2.30 dBmV 40.37 dB 256QAM 448727933 0 0
Downstream 9 15 477.00 MHz 2.20 dBmV 40.37 dB 256QAM 446200091 4 0
Downstream 10 16 483.00 MHz 2.40 dBmV 40.95 dB 256QAM 317021181 0 0
Downstream 11 17 489.00 MHz 1.90 dBmV 40.37 dB 256QAM 292268236 0 0
Downstream 12 18 495.00 MHz 2.10 dBmV 40.37 dB 256QAM 293029220 5 0
Downstream 13 19 507.00 MHz 2.00 dBmV 40.37 dB 256QAM 289721140 0 0
Downstream 14 20 513.00 MHz 2.40 dBmV 40.37 dB 256QAM 241603195 0 0
Downstream 15 21 519.00 MHz 2.40 dBmV 38.98 dB 256QAM 304413674 0 0
Downstream 16 22 525.00 MHz 2.30 dBmV 40.37 dB 256QAM 304749841 0 0
Downstream 17 23 531.00 MHz 2.70 dBmV 40.37 dB 256QAM 303913343 0 0
Downstream 18 24 537.00 MHz 2.60 dBmV 40.37 dB 256QAM 232891630 0 0
Downstream 19 25 543.00 MHz 2.70 dBmV 40.95 dB 256QAM 279778711 0 0
Downstream 20 26 549.00 MHz 3.00 dBmV 40.37 dB 256QAM 281548113 0 0
Downstream 21 27 555.00 MHz 3.20 dBmV 40.37 dB 256QAM 280771135 0 0
Downstream 22 28 561.00 MHz 3.20 dBmV 40.37 dB 256QAM 236058949 0 0
Downstream 23 29 567.00 MHz 3.10 dBmV 40.37 dB 256QAM 282848842 0 0
Downstream 24 30 573.00 MHz 3.20 dBmV 40.37 dB 256QAM 280709888 0 0
Downstream 25 31 579.00 MHz 3.00 dBmV 40.95 dB 256QAM 284972080 0 0
Downstream 26 32 585.00 MHz 3.40 dBmV 40.37 dB 256QAM 230622779 0 0
Downstream 27 33 591.00 MHz 2.90 dBmV 40.37 dB 256QAM 278127891 0 0
Downstream 28 34 597.00 MHz 3.00 dBmV 38.98 dB 256QAM 278773893 0 0
Downstream 29 35 603.00 MHz 2.80 dBmV 40.95 dB 256QAM 276091587 0 0
Downstream 30 37 615.00 MHz 2.90 dBmV 40.95 dB 256QAM 296627166 498 3408
Downstream 31 38 621.00 MHz 2.40 dBmV 38.61 dB 256QAM 290957677 83 46
Reset FEC Counters

Downstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Average RxMER(dB)
Pilot PLC Data
Downstream 2 4K 88 1760 679 766 47 41 41
 

Upstream QAM

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 23.70 MHz 35.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 5 41.20 MHz 45.75 dBmV DOCSIS2.0 (ATDMA) 1280 kSym/s 64QAM
Upstream 3 4 36.50 MHz 34.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 3 30.10 MHz 35.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 5 1 17.30 MHz 34.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

Upstream OFDM

  FFT Type Channel Width(MHz) # of Active Subcarriers First Active Subcarrier(MHz) Last Active Subcarrier(MHz) Tx Power(dBmV)

 

 Status
System Uptime: 0 d: 10 h: 23 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Wed 2020-07-15 15:10:56

 

Does anybody know what is going on, and how could this issue be solved?

 

rbudsock
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

I'm having the same problem with T25 - Arris says upstream power too low (36-37 & should be 44-51), but when a tech came out they said it was perfect the way it is...'

 

It seems to happen every other thursday early in the morning - Event log below:

 

Have you been able to resove it?

 

Date TimeEvent IDDescription
9/17/2020 5:4965527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5465527SIP Registration Timeout
9/17/2020 5:5965527SIP Registration Timeout
9/17/2020 5:5965527SIP Registration Timeout
9/17/2020 6:0065527SIP Registration Timeout
9/17/2020 6:0065527SIP Registration Timeout
9/17/2020 6:0065527SIP Registration Timeout
9/17/2020 6:0065527SIP Registration Timeout
9/17/2020 6:0565527SIP Registration Timeout
9/17/2020 6:0565527SIP Registration Timeout
9/17/2020 6:0565511SIP DNS Query Failure
9/17/2020 6:0565527SIP Registration Timeout
9/17/2020 6:0665527SIP Registration Timeout
9/17/2020 6:0665527SIP Registration Timeout
9/17/2020 6:0665527SIP Registration Timeout
9/17/2020 6:1165527SIP Registration Timeout
9/17/2020 6:1165527SIP Registration Timeout
9/17/2020 6:1265527SIP Registration Timeout
9/17/2020 6:1265527SIP Registration Timeout
9/17/2020 6:1265527SIP Registration Timeout
9/17/2020 6:1265527SIP Registration Timeout
9/17/2020 6:1765527SIP Registration Timeout
9/17/2020 6:1765527SIP Registration Timeout
9/17/2020 6:1865527SIP Registration Timeout
9/17/2020 6:1865527SIP Registration Timeout
9/17/2020 6:1865527SIP Registration Timeout
9/17/2020 6:1865527SIP Registration Timeout
9/17/2020 6:2365527SIP Registration Timeout
9/17/2020 6:2365527SIP Registration Timeout
9/17/2020 6:2465527SIP Registration Timeout
9/17/2020 6:2465527SIP Registration Timeout
9/17/2020 6:2465511SIP DNS Query Failure- Cleared
9/17/2020 6:2465527SIP Registration Timeout
9/17/2020 6:2465527SIP Registration Timeout
9/17/2020 6:2816MTA TFTP: Successful
9/17/2020 6:284000951500Provisioning Complete
9/17/2020 6:2826MTA PROV: Successful!
9/17/2020 6:283Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/17/2020 6:283Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/17/2020 13:463000000002MTA RESET:
9/17/2020 13:4916MTA TFTP: Successful
9/17/2020 13:494000951500Provisioning Complete
9/17/2020 13:4926MTA PROV: Successful!
9/17/2020 13:493Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/17/2020 13:493Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/22/2020 23:2716MTA TFTP: Successful
9/22/2020 23:274000951500Provisioning Complete
9/22/2020 23:2726MTA PROV: Successful!
9/22/2020 23:273Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/22/2020 23:273Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/23/2020 16:0416MTA TFTP: Successful
9/23/2020 16:044000951500Provisioning Complete
9/23/2020 16:0426MTA PROV: Successful!
9/23/2020 16:043Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/23/2020 16:043Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
9/27/2020 23:3316MTA TFTP: Successful
9/27/2020 23:334000951500Provisioning Complete
9/27/2020 23:3326MTA PROV: Successful!
9/27/2020 23:333Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
9/27/2020 23:333Voice Line State Change, Line Number = 2, Prev State = OOS, New State = IS
10/1/2020 1:4465511SIP DNS Query Failure
10/1/2020 2:3465527SIP Registration Timeout
10/1/2020 2:3465511SIP DNS Query Failure- Cleared
10/1/2020 2:3465527SIP Registration Timeout- Cleared
10/1/2020 2:3465511SIP DNS Query Failure
10/1/2020 3:2565527SIP Registration Timeout
10/1/2020 3:2565511SIP DNS Query Failure- Cleared
10/1/2020 3:2565527SIP Registration Timeout- Cleared
10/1/2020 3:2565511SIP DNS Query Failure
10/1/2020 4:1665511SIP DNS Query Failure- Cleared
10/1/2020 4:1665511SIP DNS Query Failure
10/1/2020 5:0665527SIP Registration Timeout
10/1/2020 5:0965524SIP Network Failure
10/1/2020 5:0965510SIP pCSCF Discovery Failure
10/1/2020 5:0965511SIP DNS Query Failure- Cleared
10/1/2020 5:0965527SIP Registration Timeout- Cleared
10/1/2020 5:0965524SIP Network Failure- Cleared
10/1/2020 5:0965510SIP pCSCF Discovery Failure- Cleared
emaurice
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Nope.  I have to manualy restart the modem every 3-4 days.

rbudsock
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Sorry to hear that - What a pain!

 

This is unreal - I don't know if it is the modem or the service 😞

Sometimes a simple power cycle does not work because the boot file is courrupted & I need a tech to fix which can take a while. If I was a cynical I would say they are doing this on purpose because they want me to rent a modem. BTW - I did have a modem years ago where I needed to reboot almost every day & when I replaced it everything was fixed so who knows...

 

In my case it is every two weeks on a Thursday morning exactly so I'm not sure what comcast is doing at that time....

 

DOES COMCAST READ THESE FORUMS? @comcast HELP US!!!

rbudsock
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Also did you see that there are issues with the Intel Puma chips in the Modem...

When pushed Arris will replace it, but I'm thinking of replacing with Netgear modem instead

emaurice
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

I don't think the issue is with the modem.  I have been online for 7 days now without issues.  I suspect there is an issue on the network side.  That issue may have been addressed....knock on wood.

rbudsock
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Hopefully your issue is resolved.
My issue has been every 14 days on a Thursday morning. I did replace my modem and will see if it still happens next week...
Gradyp1
New Poster

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

I am here rebooting my T25 on a thursday morning as well....

if you new modem seems solid, let us know what it is...
this is probably my 4th Motoroloa/Arris surfboard over the last 23 years, and the first one that I suspect of problems; idk if I blame the modem or comcast though, it was one of 2 options on their list for my feature set (Phone + DOCSIS 3.1) and the other one had horrible reviews on Amazon...

XFinity had a hard time getting the modem set up, they seemed confused by the mutiple MAC addresses, and dont seem to have good integration with their back-end tooling for the modem.

I am curious if your issue was fixed by replacing your modem.

emaurice
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

I didn't replace the modem.  I believe the claim of the problem in the Puma chip is mostly a red herring.  I think the issue had to do with Comcast's network.  So far, I have been up for 14 days.  The modem was reprovisonnined once, automatically, in the middle of the night, with minimum disruption (no manual reboot required).  And my speed are in excess of 940 Mbps (download) and 42 Mbps (upload).  I am happy if performance and reliability remain the same.

rbudsock
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

The issue is 100% the T25 Arris modem - as soon as I changed it to Netgear problem solved. I have been up for over 3 weeks now without disruption since the switch.
Hey maybe your right & it’s not the Puma chip, but the arris is a piece of garbage that consistently breaks down when Comcast reprovisions the modem.
timbor
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Curious if this problem has mysteriously gone away for others?  I have the T25 - but something has changed over the last month.  I've not had to do any power cycles.

emaurice
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Yes, the issue has gone away when Comcast pushed the newest firmware update.  

 

Firmware Name:TS11.02.057.12_092820_711.PC20.03

 

My connection has been rock-solid ever since.  Only one reboot at night in the last 50 days.  No service interruption. 

 

I only wish Comcast had been more forthcoming about the issue when we were all waiting for a resolution.

timbor
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Thanks for that info - when trying to access my T25 to confirm firmware at

https://192.168.100.1/

 

It's wanting me to pick a new password...  Was this related to the firmware update?

emaurice
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

Yes, it is. 

 

With this new update, you will be forced to choose a relatively complex password for the "admin" account.

timbor
Frequent Visitor

Re: SIP DNS Query Failure - Periodic loss of Internet - Manual cycle of the modem required

It's interesting that my Upstream QAM Power numbers (run around 39 and 40dBmV) - which was what Arris was blaming previously -- are still too low according to:

https://arris.secure.force.com/consumers/articles/General_FAQs/T25-Cable-Signal-Levels

 

According to Arris those numbers should be > 45...  

 

But there are other threads here indicating Arris is wrong: https://forums.xfinity.com/t5/Your-Home-Network/Re-Low-Upstream-Power-Level/td-p/3340072 

 

Anyway - just glad the modem has been solid lately!