Re: Arris Reboots . . . Multiple tech visits, no help.

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Craash wrote:

Well, Spectrum just left. They replaced the cable modem AGAIN. Guess what, it's already rebooted twice. My monthly bill is $277.29. You think for that kind of money they could make the internet work.

New modem logs:

DOCSIS(CM) Events

Date Time Event ID Event Level Description
1/1/1970 0:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=a8:11:fc:49:6f:7d;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/27/2017 11:19 68010300 4 DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=a8:11:fc:49:6f:7d;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/27/2017 11:19 68010600 6 DHCP Renew - lease parameters tftp file-?BEWGlxmoEfxJb30KFadW@ChWnVn5HMMMAqFsrGHqL7egEkLNKVr9+ modified;CM-MAC=a8:11:fc:49:6f:7d;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
6/27/2017 11:33 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=a8:11:fc:49:6f:7d;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;
1/1/1970 0:01 82000200 3 No Ranging Response received - T3 time-out;CM-MAC=a8:11:fc:49:6f:7d;CMTS-MAC=00:17:10:88:ae:63;CM-QOS=1.1;CM-VER=3.0;

PacketCable(MTA) Events

Date Time Event ID Description
6/27/2017 10:49 16 MTA TFTP: Successful
6/27/2017 10:49 26 MTA PROV: Successful!
6/27/2017 10:49 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/27/2017 11:50 16 MTA TFTP: Successful
6/27/2017 11:50 26 MTA PROV: Successful!
6/27/2017 11:50 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS
6/27/2017 11:54 16 MTA TFTP: Successful
6/27/2017 11:54 26 MTA PROV: Successful!
6/27/2017 11:54 3 Voice Line State Change, Line Number = 1, Prev State = OOS, New State = IS

RF Parameters
Downstream

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 24 711.00 MHz 1.50 dBmV 40.37 dB 256QAM 3334383 9 0
Downstream 2 10 627.00 MHz 2.80 dBmV 40.37 dB 256QAM 2374528 0 0
Downstream 3 11 633.00 MHz 3.20 dBmV 40.95 dB 256QAM 2341397 15 0
Downstream 4 12 639.00 MHz 3.40 dBmV 40.37 dB 256QAM 2437586 0 0
Downstream 5 13 645.00 MHz 3.30 dBmV 40.95 dB 256QAM 2194868 0 0
Downstream 6 14 651.00 MHz 2.80 dBmV 40.95 dB 256QAM 2398270 0 0
Downstream 7 15 657.00 MHz 2.60 dBmV 40.95 dB 256QAM 2376924 0 0
Downstream 8 16 663.00 MHz 2.40 dBmV 40.37 dB 256QAM 2072064 19 0
Downstream 9 17 669.00 MHz 2.20 dBmV 40.37 dB 256QAM 2201260 12 0
Downstream 10 18 675.00 MHz 1.50 dBmV 38.98 dB 256QAM 2065063 0 0
Downstream 11 19 681.00 MHz 1.10 dBmV 40.37 dB 256QAM 2681651 0 0
Downstream 12 20 687.00 MHz 1.20 dBmV 40.37 dB 256QAM 2268999 0 0
Downstream 13 21 693.00 MHz 1.60 dBmV 38.98 dB 256QAM 2233284 0 0
Downstream 14 22 699.00 MHz 2.10 dBmV 40.37 dB 256QAM 2287959 0 0
Downstream 15 23 705.00 MHz 2.00 dBmV 40.37 dB 256QAM 2283556 0 0
Downstream 16 9 621.00 MHz 2.30 dBmV 40.37 dB 256QAM 2187589 0 0
Reset FEC Counters
Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 2 24.20 MHz 42.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 16QAM
Upstream 2 4 37.00 MHz 44.25 dBmV DOCSIS2.0 (ATDMA) 2560 kSym/s 16QAM
Upstream 3 3 30.60 MHz 42.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 16QAM
Upstream 4 1 19.40 MHz 42.00 dBmV DOCSIS1.x (TDMA) 2560 kSym/s 16QAM

Status
System Uptime: 0 d: 0 h: 07 m
Computers Detected: staticCPE(1), dynamicCPE(1)
CM Status: Telephony-Reg Complete
Time and Date: Tue 2017-06-27 11:59:33

Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Enabled Up 1000(Full) A8:11:FC:49:6F:7C
CABLE Enabled Up ----- A8:11:FC:49:6F:7D
MTA Pass Up -----
A8:11:FC:49:6F:7E

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Greetings,

The problem is not your modem at all.  You have a line or signal issue as Ms. Raye suggested.  You need your drop-line and junction box checked, as well as your inside, or outside wiring.  Send your name, address, phone number, and account information directly to the Spectrum Forums Help Team in a PM along with copying your signal levels.

In the PM, I would also recommend that you set up signal equipment monitoring for 30 days.  Post your signal levels by copying them into the private message, stating that multiple modem replacements have NOT solved this issue.  I assume you have disconnected all any splitters.  Do you have a Wireless Router?  If so, do you own or rent it?

In your PM, I would also request that this issue be escalated to Tier-3 tech support.  They have more knowledgeable field training than tech tier 2 guys.  Another modem swap is obviously not going to solve this,  The issue is signals, drop-line, or wiring, or maybe the wireless router, but I doubt this.  Keep us posted.

Satch