2 Messages
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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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 |
XfinityChelseaB
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.
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0
EG
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.
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user_Yihy12
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.
0
0
EG
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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