Not applicable

modem needs to be restarted often

My cable modem stops working almost daily.   Turning it off and on again fixes it, but it's becoming annoying.  When it stops, the lights are still on/blinking, but there's no internet connectivity, either wired or wifi.  When I try to connect to wifi, it says I have the wrong password.  When I try to connect to the modem's http port from a wired computer, it just hangs.

 

A service tech just came out and replaced the modem with a different brand, and checked everything else, etc.  It's still happening.

 

The modem is a Ubee..

 

Hardware Version3.26.1
Software Version9.40.2121h1
11 REPLIES
Trusted Helper

Re: modem needs to be restarted often


@pfalstadwrote:

My cable modem stops working almost daily.   Turning it off and on again fixes it, but it's becoming annoying.  When it stops, the lights are still on/blinking, but there's no internet connectivity, either wired or wifi.  When I try to connect to wifi, it says I have the wrong password.  When I try to connect to the modem's http port from a wired computer, it just hangs.

 

A service tech just came out and replaced the modem with a different brand, and checked everything else, etc.  It's still happening.

 

The modem is a Ubee..

 

Hardware Version3.26.1
Software Version9.40.2121h1

Hello,

 

Since the tech just came and the modem is still having problems, you should contact Spectrum for a Service Call inspection follow up.  This can be assigned when a tech visit does not go as expected.  Say that you need a signal and drop line test, as this could be a drop line or wiring issue.

 

Normally, we recommend not rebooting your equipment for six hours so that the tech can see the error codes, but we don't know if the modem will hold for that length of time.  You have something in your drop line, or further down the tap very likely causing these issues,  It could also be in-house wiring.  A follow up tech inspection visit is needed ASAP.  I would try to call tomorrow to get this corrected.

 

Satch

Helper

Re: modem needs to be restarted often

Yeah it's 99.9% not a modem issue, it's a signal issue. You likely have loose connections, damaged coax, or water in the lines somewhere. Can you post the modem's signal levels page and event log from either 192.168.100.1 or 192.168.0.1?

Not applicable

Re: modem needs to be restarted often

Ok, I will call the next time it happens.  It seems to be happening less often with the new modem which is good.

 

So strange that the wifi and http interface would stop accepting connections, if it's a signal issue?  That made me think it was a modem issue, but obviously a new modem should have fixed it in that case.

 

I can't find any event log, except for telephony and parental controls event logs which are empty, and a firewall event log which just shows some port scans.  I have a DVW32CB modem.  Here is the info on my connection.  Thanks..

 

Downstream Bonded ChannelsChannel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables

1 QAM256 555000000 Hz10.4 dBmV42.1 dB00
2 QAM256 609000000 Hz10.3 dBmV41.8 dB00
3 QAM256 615000000 Hz10.5 dBmV41.7 dB00
4 QAM256 621000000 Hz10.8 dBmV42.0 dB00
5 QAM256 627000000 Hz10.6 dBmV41.6 dB00
6 QAM256 633000000 Hz10.6 dBmV41.7 dB00
7 QAM256 591000000 Hz10.6 dBmV41.9 dB00
8 QAM256 597000000 Hz10.3 dBmV41.7 dB00
9 QAM256 603000000 Hz10.3 dBmV41.7 dB00
10 QAM256 561000000 Hz10.5 dBmV42.1 dB00
11 QAM256 567000000 Hz10.4 dBmV42.0 dB00
12 QAM256 573000000 Hz10.4 dBmV41.9 dB00
13 QAM256 579000000 Hz10.6 dBmV42.1 dB00
14 QAM256 585000000 Hz10.5 dBmV41.9 dB00
15 QAM256 639000000 Hz10.7 dBmV41.6 dB00
16 QAM256 645000000 Hz10.6 dBmV41.8 dB00

 

Total Correctables Total Uncorrectables

00



Upstream Bonded ChannelsChannel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power

1 ATDMA 5120 Ksym/sec23300000 Hz44.3 dBmV
2 TDMA 2560 Ksym/sec18500000 Hz43.3 dBmV
3 ATDMA 5120 Ksym/sec30600000 Hz45.5 dBmV
4 ATDMA 5120 Ksym/sec37000000 Hz46.3 dBmV

 

Helper

Re: modem needs to be restarted often

When I said signal issue I meant coax signals to the modem, not wifi signals.  When was the last reboot?

 

Not applicable

Re: modem needs to be restarted often

I just had to restart it again 5 minutes ago.   When it goes down, it also stops responding to pings on 192.168.0.1.  So strange.. how would a signal issue cause that?

 

Trusted Helper

Re: modem needs to be restarted often


@pfalstadwrote:

I just had to restart it again 5 minutes ago.   When it goes down, it also stops responding to pings on 192.168.0.1.  So strange.. how would a signal issue cause that?

 


Hi Pfalstad,

 

Bad signal issues can effect ALL of your services,  We had problems with all of our Triple Play services about two months ago.  The tech had to come out and do signal and line tests.  Our drop line was good except for a small "dip", which turned out to be something further down in our neighborhood.  A tap or amp or something.

 

The signal tests also showed that our inside line on two frequencies for cable service was dead, so the tech had to replace the inside wiring.  Wiring that was 30 years old!  Now everything works great!

 

Signal levels from inside and outside the home that are bad, will never be fixed with box or modem swaps.  That is always something inside or outside the home relating to the drop line, the trap, an amp.  Something in the neighborhood that is not right.  Your service call stating that a follow up signal and line test inspection is needed at your residence, will begin this investigation.

 

Satch

Highlighted
Established Sharer

Re: modem needs to be restarted often

All of your downstream power levels are on the high side, while "in theory" your cable modem should work up to +15, in reality anything above +10 is bad news, and that's where you're at.  The ideal value is close to zero, though a small positive number is better than a small negative value -- so anything from +6 down to zero is good.

 

The home techs can't adjust the amplifier gain to "cool down" your hot downstream, that needs the bucket truck team, and they won't get involved until your home tech reports back that your downstream is "too hot" -- and the home tech won't do that because "technically" your downstream level is "OK".  Madness takes it's toll, please have exact change.

Trusted Helper

Re: modem needs to be restarted often


@RickEwrote:

All of your downstream power levels are on the high side, while "in theory" your cable modem should work up to +15, in reality anything above +10 is bad news, and that's where you're at.  The ideal value is close to zero, though a small positive number is better than a small negative value -- so anything from +6 down to zero is good.

 

The home techs can't adjust the amplifier gain to "cool down" your hot downstream, that needs the bucket truck team, and they won't get involved until your home tech reports back that your downstream is "too hot" -- and the home tech won't do that because "technically" your downstream level is "OK".  Madness takes it's toll, please have exact change.


However,

 

The investigation must begin with a tech visit.  The customer needs a signal and drop line test and a full wiring inspection.  Not another modem swap!

 

Satch

Community Manager

Re: modem needs to be restarted often

@pfalstad

 

@Satch & @RickE are correct.   I verified on our diagnostics that your RX levels are averaging 10.5 dBmv and a service call is needed.   You can call in, send a PM to @Forums_Help, or reach out on facebook or twitter to set up a service call.  

 

Twitter: @Ask_Spectrum
Facebook: https://www.facebook.com/Spectrum

 

Try to avoid restarting the modem, if possible.  Thanks.