US Cable Support > Comcast HSI > [Connectivity] Modem Rebooting Every Night

[Connectivity] Modem Rebooting Every Night

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5/27/2009 22:32 18000200 3 UCD invalid or channel unusable
5/27/2009 22:32 14020600 3 DCC aborted unable to communicate on new upstream channel
5/29/2009 19:27 20000200 3 No Ranging Response received - T3 time-out
5/29/2009 19:28 18000200 3 UCD invalid or channel unusable
5/29/2009 19:28 14020600 3 DCC aborted unable to communicate on new upstream channel
5/30/2009 15:18 20000200 3 No Ranging Response received - T3 time-out
5/30/2009 15:18 20000300 3 Ranging Request Retries exhausted
5/30/2009 15:18 18000200 3 UCD invalid or channel unusable
5/30/2009 15:18 14020600 3 DCC aborted unable to communicate on new upstream channel
5/30/2009 15:48 20000200 3 No Ranging Response received - T3 time-out
5/30/2009 15:48 18000200 3 UCD invalid or channel unusable
5/30/2009 15:48 14020600 3 DCC aborted unable to communicate on new upstream channel
5/30/2009 18:31 20000200 3 No Ranging Response received - T3 time-out
5/30/2009 18:32 18000200 3 UCD invalid or channel unusable
5/30/2009 18:32 14020600 3 DCC aborted unable to communicate on new upstream channel
5/30/2009 23:26 20000200 3 No Ranging Response received - T3 time-out
5/30/2009 23:26 18000200 3 UCD invalid or channel unusable
5/30/2009 23:26 14020600 3 DCC aborted unable to communicate on new upstream channel
5/30/2009 23:26 20000200 3 No Ranging Response received - T3 time-out
5/30/2009 23:26 20000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out

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DHCP Attempts to obtain CM IP Address:
9 Attempt(s)

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Downstream
Freq/Power: 741.000 MHz 4 dBmV
Signal to Noise Ratio: 39 dB
Modulation: QAM256
Upstream
Freq/Power: 37.000 MHz 45 dBmV
Channel Type: DOCSIS 1.x (TDMA)
Symbol Rate: 2560 kSym/sec
Modulation: QAM16

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Same thing here in Southern NJ..

Gone down the last 3 nights in a row.. Motorola SB5101.

DCC aborted unable to communicate on new upstream channel

reply to derekivey
Forgot to mention... I have an Arris TM502G.

Derek

reply to derekivey
similar logs have been noted in areas preparing for/shortly after D3 upgrades, as they rebalance the system.
OP's signal levels look fine.
I don't think there is much you can do but wait until they are done.
but it would not hurt to call in and see what the CSR's say just in case nobody noticed the problem.

reply to derekivey
As I go through all these fourms alot of people are having the same issuses along with me. I think this is country wide. Comcast needs to fix this.

reply to derekivey
It also seems like my connection speeds have slowed down and I don't think I'm getting the power boost now .

reply to derekivey
5/26/2009 14:15 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
5/28/2009 17:56 20000200 3 No Ranging Response received - T3 time-out
5/28/2009 17:56 20000300 3 Ranging Request Retries exhausted
5/28/2009 17:57 20000200 3 No Ranging Response received - T3 time-out
5/28/2009 17:57 18000200 3 UCD invalid or channel unusable
5/28/2009 17:57 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
5/28/2009 19:17 20000200 3 No Ranging Response received - T3 time-out
5/28/2009 19:30 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
5/28/2009 19:30 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
5/28/2009 21:49 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
5/28/2009 23:07 20000200 3 No Ranging Response received - T3 time-out
5/29/2009 0:47 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
5/29/2009 0:47 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
5/29/2009 14:07 20000400 3 Received Response to Broadcast Maintenance Request, but no Unicast Maintenance opportunities received - T4 timeout
5/31/2009 5:12 20000200 3 No Ranging Response received - T3 time-out
5/31/2009 5:12 20000300 3 Ranging Request Retries exhausted
5/31/2009 7:11 20000200 3 No Ranging Response received - T3 time-out
5/31/2009 7:11 20000300 3 Ranging Request Retries exhausted
5/31/2009 16:56 20000200 3 No Ranging Response received - T3 time-out

Mine Also ArrisTM 602

YNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
***** 20000200 3 No Ranging Response received - T3 time-out
***** 18000200 3 UCD invalid or channel unusable
***** 17000100 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing
5/31/2009 18:31 20000200 3 No Ranging Response received - T3 time-out

reply to derekivey
I started having the same issues last week. My modem would;d randomly reboot several times a night and sometimes take 10 to 15 minutes to finally connect. I called Comcast and the Tech stated that it looked like there was a signal issue out at the street and scheduled a Tech to check it out the next day. That next day I didn't have any more issues, but yesterday it happened again and wouldn't reconnect again. I called again and the Tech said maybe my modem was starting to go bad. She wanted me to do the stuff they always say, like unplug the modem and wait 30 seconds even though I told her I had already tried that. She also wanted me to reboot my router and I told her I wasn't going to waste my time because the router had nothing to do with the modem not connecting. She offered to schedule a Tech to come to the house, which being a intermittent issue I knew the chances of that helping would be small, so I thanked her for her time and hung up.

Now that I see that this is widespread at least I can rule out the modem flaking out. But why cant Comcast keep their phone techs aware of these issues so they don't waste people's time?

After about 20 minutes it finally came back up on its own and hasn't rebooted since.

I have had this issue ever since I got the triple play package on 4-30. I had a tech out 4 times. It goes on off on off they replace modem wires and that lasted 2-weeks and now started again. Not as much but still the same it happens. Last trip out they gave me cinamax free for 3 months for the trouble. I have to keep an eye on it again. so every time it goes out my phone does to. Cell does not work good in the basement. I have got the area managers # now so I call him direct. Good luck I will give it just a little more time.

When it work I get 33.69 MB/S Down

1.91 MB/S UP

reply to derekivey
The DCC (Dynamic Channel Changes), UCD, and random reboots stopped after about 2 weeks. The testing/maintenance was pretty annoying, now I know how a lab rat feels! A few days ago a guy working for Comcast was going door to door and asked how the service was. I told him about the reboots and he gave me a coupon for a free on demand movie up to $4.99.

reply to derekivey
I'm in the South Bay (95123) Area and has been experiencing these modem reset the last two weeks sometimes between 1-3am. My friend who also has Comcast HSI experience the same. I told him that Comcast is probably doing some upgrades/testing.

reply to derekivey
Comcast does have a maintenance window they do their upgrades during. Every place is a lil different when they start and finish. Normally, they are sometime after 11pm and before 5am. This doesn't account for the unscheduled line maintenance in an area. Many areas are working on D3 upgrades, so if you loss powerboost for a lil bit I wouldn't worry too much about it. I am sure I will hear,"I'm paying for it and I shold receive it." debate. As, never trust a speed test....

Now for the folks out there w/ the Arris devices. I would make sure you don't have any shorted phone line/connections that wold cause random reboots. Also, Arris are more sensitive to noise than a regular modem. I would call in to see what your Upstream SNR is for your devices.

For the Arris modems, some helpful links.

»[Connectivity] arris tm502g config and setup question

»[TWC] How to Access Arris TM502G Modem Status Page ??

»Comcast High Speed Internet FAQ »How can I view my Modem's Signal Levels, Firmware Version & Log Entries?

reply to derekivey
My modem finally switched back to DOCSIS 2.0 (ATDMA)

I hope the issue is fixed. My Internet feels pretty fast right now.