new SB8200 reboots with bad software updates multiple times a day

[JasonShort]

I purchased an SB8200 to upgrade my performance, my 5 year old modem was only getting 200Mb down and a chat agent suggested i upgrade the modem.  The new modem is getting 720Mb+ of speed, super fast compared to the old one!  But it reboots all the time.

I am now seeing the SW Upgrade Failed after download - incompatbile SW file about every hour.  When that happens the SB8200 reboots and I lose all connectivity for about a minute.  

I did go through the self install activation and everything appeared to go well.  I also found that even though the modem has two ports, only port 1 actually works (its fine).

(Removed the images, didn't think to just past the HTML in the window)

I am not sure what I can do to resolve this.

[JasonShort]

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Time	Priority	Description
3-29-2020, 3:52:50	Error(4)	"SW upgrade Failed after download - Incompatible SW file"
3-29-2020, 3:52:49	Notice(6)	"SW Download INIT - Via Config file d11_m_sb8200_gigabit_c01.cm"
1-1-1970, 0:0:39	Notice(6)	"Honoring MDD; IP provisioning mode = IPv6"
1-1-1970, 0:0:29	Critical(3)	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:32	Critical(3)	"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:21	Critical(3)	"Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"
3-29-2020, 3:51:20	Critical(3)	"Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:f5:32:f0:bb:3d;CMTS-MAC=2c:0b:e9:15:93:22;CM-QOS=1.1;CM-VER=3.1;"

[JasonShort]

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel	639000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel ID	Lock Status	Modulation	Frequency	Power	SNR/MER	Corrected	Uncorrectables
29	Locked	QAM256	639000000 Hz	2.4 dBmV	37.1 dB	1561	731
1	Locked	QAM256	459000000 Hz	-0.5 dBmV	37.4 dB	3174	1578
2	Locked	QAM256	465000000 Hz	0.6 dBmV	37.8 dB	3198	1806
3	Locked	QAM256	471000000 Hz	1.3 dBmV	37.9 dB	2910	1307
4	Locked	QAM256	477000000 Hz	1.7 dBmV	37.8 dB	2945	1582
5	Locked	QAM256	483000000 Hz	1.7 dBmV	37.7 dB	3009	1472
6	Locked	QAM256	489000000 Hz	1.2 dBmV	37.5 dB	3036	1464
7	Locked	QAM256	495000000 Hz	1.7 dBmV	37.7 dB	2733	1395
8	Locked	QAM256	507000000 Hz	3.0 dBmV	37.9 dB	3012	1468
9	Locked	QAM256	513000000 Hz	3.0 dBmV	38.0 dB	2647	1215
10	Locked	QAM256	519000000 Hz	2.8 dBmV	37.8 dB	2699	1352
11	Locked	QAM256	525000000 Hz	2.8 dBmV	37.8 dB	2754	1421
12	Locked	QAM256	531000000 Hz	2.3 dBmV	37.6 dB	2465	1309
13	Locked	QAM256	543000000 Hz	3.0 dBmV	37.7 dB	2470	1301
14	Locked	QAM256	549000000 Hz	3.1 dBmV	37.8 dB	2693	1390
15	Locked	QAM256	555000000 Hz	3.1 dBmV	37.8 dB	2559	1142
16	Locked	QAM256	561000000 Hz	2.5 dBmV	37.5 dB	2717	1363
17	Locked	QAM256	567000000 Hz	2.7 dBmV	37.7 dB	2564	1322
18	Locked	QAM256	573000000 Hz	2.5 dBmV	37.5 dB	2363	1108
19	Locked	QAM256	579000000 Hz	2.5 dBmV	37.6 dB	2704	1356
20	Locked	QAM256	585000000 Hz	3.3 dBmV	37.7 dB	2617	1167
21	Locked	QAM256	591000000 Hz	3.1 dBmV	37.5 dB	2440	1235
22	Locked	QAM256	597000000 Hz	3.1 dBmV	37.7 dB	2598	1202
23	Locked	QAM256	603000000 Hz	2.8 dBmV	37.5 dB	2409	1179
24	Locked	QAM256	609000000 Hz	2.4 dBmV	37.4 dB	2567	1234
25	Locked	QAM256	615000000 Hz	2.8 dBmV	37.5 dB	2332	1052
26	Locked	QAM256	621000000 Hz	3.1 dBmV	37.5 dB	2635	1236
27	Locked	QAM256	627000000 Hz	3.3 dBmV	37.5 dB	2318	1157
28	Locked	QAM256	633000000 Hz	2.9 dBmV	37.4 dB	2366	1046
30	Locked	QAM256	645000000 Hz	2.7 dBmV	37.1 dB	2268	1063
31	Locked	QAM256	651000000 Hz	2.3 dBmV	37.0 dB	2329	1098
32	Locked	QAM256	657000000 Hz	3.0 dBmV	37.4 dB	2317	1025
159	Locked	Other	722000000 Hz	3.9 dBmV	35.5 dB	227534	170

Upstream Bonded Channels
Channel	Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	4	Locked	SC-QAM	23700000 Hz	6400000 Hz	30.4 dBmV
2	1	Locked	SC-QAM	30100000 Hz	6400000 Hz	31.4 dBmV
3	2	Locked	SC-QAM	36500000 Hz	6400000 Hz	31.9 dBmV
4	3	Locked	SC-QAM	17300000 Hz	6400000 Hz	29.9 dBmV

Current System Time: Sun Mar 29 09:28:49 2020

[EG]

---

@JasonShort wrote:

I also found that even though the modem has two ports, only port 1 actually works (its fine).

---

That's normal. It a straight cable modem, not a router. You would need a second public / WAN IP address assigned by Comcast if you wanted that port to work.

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.

[JasonShort]

I just pasted the info in the replies to the main message.  I didn't realize that I could put HTML in the box. 🙂

[JasonShort]

Tried to call three times this weekend, each time said 4+ hour hold times.

Is there anyway to get support?  This is happening almost hourly.  Push a bad update, reboot my modem.  I need it to just stop rebooting the modem!  Three college kids doing classes all day online.