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Friday, September 20th, 2024 7:31 PM

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Internet connection drops and reconnects randomly several times a day

I have a Arris S33 modem, with TP LInK BE11000 mesh WiFi, recently installed to replace the older Surfboard modem and Netgear mesh.  This was never an issue with the older Surfboard modem (SB8200).  The most recent event log for S33 shows time sync failure with time stamp of 1969.

Below is a recent event log, and connection status.  Can you help me to figure out if this is related to the S33 hardware/firmware issue, or cabling/signal issue?  Thank you.

Yi

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Event Log

We recommend using our Mobile Application - SURFboard Central - for better experience configuring and accessing new features customized for your device.

The table below contains the log of events that the S33v2 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time Event Level Description
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:20
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
19/9/2024
21:41:10
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:34
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
20/9/2024
01:44:56
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:20
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:20
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:20
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:34
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
20/9/2024
04:34:42
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:20
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
20/9/2024
05:23:26
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:34
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:20
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
20/9/2024
07:35:31
3 No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:20
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:20
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:20
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:33
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:33
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:33
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:34
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:34
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
16:00:16
3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
16:00:19
3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz.
31/12/1969
16:00:21
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz.
31/12/1969
16:00:21
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz.
31/12/1969
16:00:26
6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
16:00:35
3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
16:00:35
3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
20/9/2024
10:49:57
6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
20/9/2024
11:17:44
3 Failed LAN WebGUI login attempt from 98.47.12.242 on 24/09/20 at 11:17 AM.
20/9/2024
11:18:07
3 Successful LAN WebGUI login from 98.47.12.242 on 24/09/20 at 11:18 AM.

Connection Status

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 513000000 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
20 Locked QAM256 513000000 Hz -2 dBmV 42 dB 0 0
13 Locked QAM256 465000000 Hz -2 dBmV 41 dB 0 0
14 Locked QAM256 471000000 Hz -2 dBmV 40 dB 0 0
15 Locked QAM256 477000000 Hz -2 dBmV 40 dB 0 0
16 Locked QAM256 483000000 Hz -2 dBmV 40 dB 0 0
17 Locked QAM256 489000000 Hz -2 dBmV 40 dB 0 0
18 Locked QAM256 495000000 Hz -2 dBmV 40 dB 0 0
19 Locked QAM256 507000000 Hz -2 dBmV 42 dB 0 0
21 Locked QAM256 519000000 Hz -3 dBmV 42 dB 3 0
22 Locked QAM256 525000000 Hz -2 dBmV 42 dB 3 0
23 Locked QAM256 531000000 Hz -2 dBmV 42 dB 0 0
24 Locked QAM256 537000000 Hz -2 dBmV 42 dB 0 0
25 Locked QAM256 543000000 Hz -2 dBmV 42 dB 0 0
26 Locked QAM256 549000000 Hz -2 dBmV 42 dB 0 0
27 Locked QAM256 555000000 Hz -2 dBmV 42 dB 0 0
28 Locked QAM256 561000000 Hz -2 dBmV 41 dB 0 0
29 Locked QAM256 567000000 Hz -2 dBmV 40 dB 0 0
30 Locked QAM256 573000000 Hz -3 dBmV 40 dB 0 0
31 Locked QAM256 579000000 Hz -3 dBmV 40 dB 0 0
32 Locked QAM256 585000000 Hz -3 dBmV 40 dB 0 0
33 Locked QAM256 591000000 Hz -4 dBmV 41 dB 0 0
34 Locked QAM256 597000000 Hz -4 dBmV 41 dB 0 0
35 Locked QAM256 603000000 Hz -5 dBmV 39 dB 0 0
36 Locked QAM256 609000000 Hz -5 dBmV 40 dB 0 0
37 Locked QAM256 615000000 Hz -5 dBmV 40 dB 0 0
38 Locked QAM256 621000000 Hz -5 dBmV 40 dB 0 0
39 Locked QAM256 627000000 Hz -5 dBmV 40 dB 0 0
40 Locked QAM256 633000000 Hz -5 dBmV 40 dB 0 0
41 Locked QAM256 639000000 Hz -5 dBmV 40 dB 0 0
42 Locked QAM256 645000000 Hz -5 dBmV 40 dB 0 0
43 Locked QAM256 651000000 Hz -5 dBmV 40 dB 0 0
44 Locked QAM256 657000000 Hz -4 dBmV 40 dB 0 0
193 Locked OFDM PLC 688000000 Hz -3 dBmV 40 dB 16246132 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 16400000 Hz 6400000 40.0 dBmV
2 Locked SC-QAM 22800000 Hz 6400000 40.8 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 41.0 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 41.3 dBmV
5 Locked SC-QAM 40400000 Hz 3200000 42.0 dBmV
6 Locked SC-QAM 10400000 Hz 3200000 40.0 dBmV





Official Employee

 • 

1.2K Messages

2 months ago

Hello @user_Yihy12, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

Expert

 • 

107.1K Messages

2 months ago

@user_Yihy12 @XfinityChelseaB 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

2 Messages

1 month ago

I want to close the loop on this one.  Unfortunately there wasn’t a clear solution to the issue I had.  After chatting with an Xfinity rep, the modem was reset remotely, but it did not help.  Random drops still occurred.  After further conversation, a field tech was sent over for line testing.  The tech did the line testing and found nothing unusual.  No clear problem or solution was found.  At this point, I figure i may get a different modem to try it.  Over the next few days, before I was able to get a different modem, the connection seemed to stabilized.  I figure since it’s working, don’t mess with it.  I never swapped the modem, and the connection has not dropped (online for 22 days so far).  I don’t know if this helps anyone who’s experiencing similar issue with same equipment.  There was no “smoking gun” or one thing that I could identify to solve the problem, it just went away over time.

Expert

 • 

107.1K Messages

1 month ago

@user_Yihy12 

Thanks for posting back with the update. Hope things hold up for you ! Best of luck !

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