Observer

Modem will randomly reboot

It seems like there is something wrong but when I called down to the local office they didn't really have a reason as to why my internet modem would reboot killing out the internet and phone.  I had this happen before but they managed to fix it on their end at some hop. Cable condition outside is fine, no open ends etc. The line drop is old but getting them to come out and replace it won't be happening because its not hindering my service. Speedtests are fine for the TWC 200/20. When the reboots do happen, nothing will show up in the logs to tell me what is causing it. Any help is appreciated Smiley Happy.

Modem model #: TC8717T

All Logs from Last 90 days

System logs:

 Time  Priority  Description 
Mon Apr 16 20:06:56 2018Critical (3) Http login:admin from IP address 192.168.0.3
Mon Apr 16 06:14:13 2018Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 16 01:02:00 2018Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 16 01:02:00 2018Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 09:03:11 2018Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 08:43:03 2018Critical (3) Http login:admin from IP address 192.168.0.23
Sun Apr 15 08:42:56 2018Critical (3) Http login:Admin failed from IP address 192.168.0.23
Sun Apr 15 08:41:20 2018Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 15 08:41:20 2018Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sat Apr 14 20:15:54 2018Critical (3) Http login:admin from IP address 192.168.0.3
Sat Apr 14 20:15:49 2018Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sat Apr 14 20:15:49 2018Warning (5) MDD message timeout;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sat Apr 14 20:15:03 2018Critical (3) Http login:admin from IP address 192.168.0.3
Fri Apr 13 03:48:12 2018Error (4) DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 12 05:48:15 2018Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 12 03:44:49 2018Warning (5) MDD message timeout;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 12 03:31:24 2018Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Tue Apr 10 10:37:34 2018Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Tue Apr 10 10:37:34 2018Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Mon Apr 09 02:09:07 2018Critical (3) Http login:admin from IP address 192.168.0.3
Sun Apr 08 20:58:55 2018Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 08 20:58:55 2018Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 08 11:10:43 2018Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Sun Apr 08 11:10:43 2018Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;
Thu Apr 05 01:18:35 2018Error (4) DHCP RENEW WARNING - Field invalid in response v4 option;CM-MAC=48:00:33:60:87:99;CMTS-MAC=00:01:5c:76:ba:71;CM-QOS=1.1;CM-VER=3.0;

Signal Levels:

IndexLock StatusFrequencySNRPowerModulation
12345678910111213141516
LockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLockedLocked
765 MHz867 MHz873 MHz879 MHz885 MHz891 MHz903 MHz849 MHz813 MHz819 MHz825 MHz831 MHz837 MHz843 MHz897 MHz861 MHz
38.9 dB36.3 dB36.4 dB36.0 dB35.9 dB36.0 dB36.1 dB37.3 dB37.4 dB37.7 dB37.3 dB37.2 dB37.3 dB37.0 dB35.4 dB36.8 dB
0.8 dBmV-0.6 dBmV-0.2 dBmV-0.5 dBmV-0.7 dBmV-0.5 dBmV-0.4 dBmV0.5 dBmV-0.1 dBmV0.1 dBmV0.0 dBmV0.2 dBmV0.3 dBmV0.4 dBmV-1.1 dBmV0.1 dBmV
256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM256 QAM
Upstream Channel Bonding ValueIndexLock StatusFrequencySymbol RatePower LevelModulationChannel ID
1234
LockedLockedLockedLocked
37.0 MHz19.4 MHz24.2 MHz30.6 MHz
5120 Ksym/sec2560 Ksym/sec5120 Ksym/sec5120 Ksym/sec
43.3 dBmV41.3 dBmV41.3 dBmV41.8 dBmV
ATDMATDMAATDMAATDMA
4123
CM Error Codewords  Unerrored CodewordsCorrectable CodewordsUncorrectable Codewords
3129627806306811228730681124613068112578306811245730681124233068112218306811273031291516003129154061312915408031291538363129153853312915387430681163303129153738
000000001220000000
000000004260000000
6 REPLIES
Highlighted
Trusted Helper

Re: Modem will randomly reboot

Hello,

 

Do you rent or own the modem?  Also do you have wireless Internet?  If you have wireless Internet, do you have to reboot the router often?  How old is the modem and router?

 

I would still call to have a signal and drop line checked.  You do show some critical errors noted above and we need to rule out the drop line.  It could also be a trap issue further down in the neighborhood causing these issues.

 

Avoid resetting any equipment for six hours before your appointment so that we can assess the error codes.  Resets put those codes back to zero and that needs to not happen.  You may have signal transmission issues, possible ingress further down your line.  You will need to get a tech out to begin to investigate if this issue is in the drop or further down.  He will tell you if line maintenance needs to come out if there are further issues in your area.

 

You will need to be home for the first field tech.  But that is not needed for the maintenance tech who will do the follow up work.  My experience is that if you have both techs working on this, it will take about a week. (Usually within five days.)

 

If the field tech finds nothing and does not need to send out a maintenance tech, he may replace the modem with an updated model if you rent from Spectrum, or you can replace the modem if you purchased the modem.  If the modem has been updated, and you have wireless Internet, the next step would be to look at the router.  You need a signal and drop line test first, and than a possible modem update, concluding with the router, if the first two things do not get resolved.

 

Satch

Observer

Re: Modem will randomly reboot

Hey Satch,

 

I am currently renting the modem, and I have the wireless disabled because I use an access point to handle that. My current setup is using the modem/switch/router combo that TWC provided, and I have my access point handling the wireless only. DHCP is managed by the router combo unit that I listed earlier. I'll have to call down to see what they can do.

 

Thanks for your help!

Trusted Helper

Re: Modem will randomly reboot


@fusion3214wrote:

Hey Satch,

 

I am currently renting the modem, and I have the wireless disabled because I use an access point to handle that. My current setup is using the modem/switch/router combo that TWC provided, and I have my access point handling the wireless only. DHCP is managed by the router combo unit that I listed earlier. I'll have to call down to see what they can do.,

 

Thanks for your help!


Yes,

 

Set up a service call for a signal and drop line check for an excessively rebooting modem. and don't reboot anything for six hours before your appointment.  They need to check your line drop and maybe go further down the taps depending on what the signals show.  They can fix things outside that we customers can't see.  Post back and let us know what happens.

 

Satch

Observer

Re: Modem will randomly reboot

I just requested a service call for tomorrow, I'll post back then and let you know what they said.

Observer

Re: Modem will randomly reboot

The tech came out and basically swapped the modem. It hasn't rebooted itself yet but he basically said signal levels look okay, etc etc. If it keeps rebooting should I be calling for the Tier 3 techs that are local?

Established Sharer

Re: Modem will randomly reboot

Yes, if the modem resets call in the local Tier 3 techs.   But even before you make that call for service, download the signal level and status-error report pages so the techs can see what the modem saw before it reset.