Internet keeps disconnecitng

Arris S33 sometimes it stays good for a couple of days and then it reboots*Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers

Procedure	Status	Comment
Acquire Downstream Channel	507000000 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
5	Locked	QAM256	507000000 Hz	6 dBmV	42 dB	3	0
1	Locked	QAM256	477000000 Hz	6 dBmV	42 dB	1	0
2	Locked	QAM256	483000000 Hz	6 dBmV	42 dB	1	0
3	Locked	QAM256	489000000 Hz	6 dBmV	42 dB	1	0
4	Locked	QAM256	495000000 Hz	6 dBmV	42 dB	1	0
6	Locked	QAM256	513000000 Hz	6 dBmV	42 dB	2	0
7	Locked	QAM256	519000000 Hz	5 dBmV	42 dB	3	0
8	Locked	QAM256	525000000 Hz	5 dBmV	42 dB	3	0
9	Locked	QAM256	531000000 Hz	5 dBmV	42 dB	5	0
10	Locked	QAM256	537000000 Hz	5 dBmV	41 dB	4	0
11	Locked	QAM256	543000000 Hz	5 dBmV	41 dB	2	0
12	Locked	QAM256	549000000 Hz	5 dBmV	41 dB	3	0
13	Locked	QAM256	555000000 Hz	5 dBmV	41 dB	4	0
14	Locked	QAM256	561000000 Hz	5 dBmV	41 dB	4	0
15	Locked	QAM256	567000000 Hz	5 dBmV	41 dB	7	0
16	Locked	QAM256	573000000 Hz	5 dBmV	41 dB	2	0
17	Locked	QAM256	579000000 Hz	5 dBmV	41 dB	7	0
18	Locked	QAM256	585000000 Hz	5 dBmV	41 dB	5	0
19	Locked	QAM256	591000000 Hz	5 dBmV	41 dB	6	0
33	Locked	QAM256	453000000 Hz	6 dBmV	42 dB	1	0
34	Locked	QAM256	459000000 Hz	7 dBmV	42 dB	1	0
35	Locked	QAM256	465000000 Hz	7 dBmV	42 dB	2	0
36	Locked	QAM256	471000000 Hz	6 dBmV	42 dB	1	0
37	Locked	OFDM PLC	690000000 Hz	5 dBmV	41 dB	835524542	0
38	Locked	QAM256	429000000 Hz	6 dBmV	42 dB	0	0
39	Locked	QAM256	435000000 Hz	6 dBmV	42 dB	1	0
40	Locked	QAM256	441000000 Hz	6 dBmV	42 dB	1	0
41	Locked	QAM256	447000000 Hz	6 dBmV	42 dB	1	0
42	Locked	QAM256	405000000 Hz	7 dBmV	42 dB	0	0
43	Locked	QAM256	411000000 Hz	6 dBmV	42 dB	0	0
44	Locked	QAM256	417000000 Hz	6 dBmV	42 dB	0	0
45	Locked	QAM256	423000000 Hz	6 dBmV	42 dB	0	0

Upstream Bonded Channels
Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	Locked	SC-QAM	35600000 Hz	6400000	37.3 dBmV
2	Locked	SC-QAM	29200000 Hz	6400000	37.3 dBmV
3	Locked	SC-QAM	22800000 Hz	6400000	37.0 dBmV
4	Locked	SC-QAM	16400000 Hz	6400000	36.3 dBmV
5	Locked	SC-QAM	39600000 Hz	1600000	38.0 dBmV

Responses

EG

Expert

•

107.1K Messages

2 months ago

The signal stat values were good at that snapshot in time. Please post the modem's RF error log entries in their entirety (copy and paste all of the text) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publicly.

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R

ROSSROSSROSS

5 Messages

hi EG,

are you talking about event logs?

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2 months ago

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ROSSROSSROSS

5 Messages

Date Time Event Level Description
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:34 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:34 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
17/8/2024
05:58:08 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-ou
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:07:17 3 No Ranging Response received - T3 time-out
31/12/1969
19:13:10 3 No Ranging Response received - T3 time-out
31/12/1969
19:18:20 3 No Ranging Response received - T3 time-out
31/12/1969
19:18:49 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:18:49 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
27/8/2024
16:51:42 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:36 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:36 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:36 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:20 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:21 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:25 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:38 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:38 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
31/12/1969
19:00:15 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:24 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:37 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:37 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
12/9/2024
23:18:41 3 Failed LAN WebGUI login attempt from 68. on 24/09/12 at 11:18 PM.
12/9/2024
23:19:08 3 Successful LAN WebGUI login from 68. on 24/09/12 at 11:19 PM.
12/9/2024
23:35:34 3 Failed LAN WebGUI login attempt from 68. on 24/09/12 at 11:35 PM.
12/9/2024
23:35:45 3 Successful LAN WebGUI login from 68. on 24/09/12 at 11:35 PM.
13/9/2024
00:05:51 3 Failed LAN WebGUI login attempt from 68. on 24/09/13 at 12:05 AM.
13/9/2024
00:06:03 3 Successful LAN WebGUI login from 68. on 24/09/13 at 12:06 AM.
13/9/2024
00:29:27 3 Successful LAN WebGUI login from 68. on 24/09/13 at 12:29 AM.
31/12/1969
19:00:16 3 CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz.
31/12/1969
19:00:19 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
31/12/1969
19:00:20 3 CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-9, 42MHz.
31/12/1969
19:00:23 3 No Ranging Response received - T3 time-out
31/12/1969
19:00:27 6 Honoring MDD; IP provisioning mode = IPv6
31/12/1969
19:00:39 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz.
31/12/1969
19:00:39 3 CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz.
31/12/1969
19:00:39 3 CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz.
13/9/2024
09:15:05 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.
13/9/2024
11:55:15 3 Successful LAN WebGUI login from 68. on 24/09/13 at 11:55 AM.

(edited)

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2 months ago

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ROSSROSSROSS

5 Messages

what brand of coaxial splitters do you like and use? and what coaxial cable do you like and use thank you EG.

also, I was thinking later updating to MoCA could use this Amphenol 2-Way Digital Coaxial Splitter MoCA 2.5 ABS312H without MoCA installed or should I wait?

thanks again

ross

(edited)

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2 months ago

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EG

Expert

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107.1K Messages

2 months ago

Quite welcome ! I prefer not to recommend specific brands of equipment / hardware but that splitter is a good quality one. And yes. You can use a MoCA compliant splitter even if you don't yet have MoCA enabled.

Back to the issue at hand. So even though the signal status values looked good at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is intermittent noise ingress into the line(s) / an upstream channel / return path impairment somewhere.

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and check those upstream receive signal stats.

You should get a reply here in your topic. Good luck !

0

XfinityBradM

Official Employee

•

655 Messages

2 months ago

Hey there, @ROSSROSSROSS. Thank you for working with our community expert, @EG. We can dive into the signal like they suggested and provide assistance to get this intermittent connection issue resolved for you. If you could please send me a DM with your first and last name along with your full-service address, we can get started.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

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ROSSROSSROSS

5 Messages

ok thank you I will let then know.

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2 months ago

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Internet keeps disconnecitng

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