P2
Newcomer

Modem keeps rebooting.

I was getting a lot of Modem reboots so on Monday I did a modem swap.

But I am still getting modem reboots. So getting a new modem did not fix it.



I have Ultimate 300
I have a Technicolor TC8715D modem gateway from you.
My modem is set up in a place that it gets lots of cool air 66F in the room it's in now.
No Splitter's or boosters Just a coaxial from my wall going to the modem. (But I do live on the 8th floor of a big high rise so they maybe Splitter's and boosters in the cable room.)
Yes the coaxial cable ends are tight. and the coaxial cable looks good.



Critical errors in the modem log at the time of the modem reboot "Started Unicast Maintenance Ranging - No Response received - T3 time-out" and Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out" Error "Missing BP Configuration Setting TLV Type" " Lots and lots of "Unerrored Codewords"  and "Upstream Channel Bonding Value" 3 is missing out of 4" They will come back after a reboot then go missing.



Downstream

Channel Bonding Value

Index

Lock Status

Frequency

SNR

Power

Modulation

1

2

3

4

5

6

7

8

9

10

11

12

13

14

15

16

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

Locked

621 MHz

579 MHz

585 MHz

591 MHz

597 MHz

603 MHz

609 MHz

615 MHz

573 MHz

627 MHz

633 MHz

639 MHz

645 MHz

651 MHz

657 MHz

663 MHz

40.8 dB

40.2 dB

40.3 dB

40.2 dB

40.7 dB

40.6 dB

40.3 dB

40.3 dB

40.0 dB

41.1 dB

40.8 dB

40.5 dB

40.7 dB

41.0 dB

40.4 dB

40.2 dB

8.5 dBmV

7.5 dBmV

7.5 dBmV

7.9 dBmV

8.2 dBmV

8.1 dBmV

7.8 dBmV

7.9 dBmV

7.1 dBmV

8.8 dBmV

8.2 dBmV

8.2 dBmV

8.5 dBmV

8.8 dBmV

8.3 dBmV

8.2 dBmV

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

256 QAM

Upstream

Channel Bonding Value

Index

Lock Status

Frequency

Symbol Rate

Power Level

Modulation

Channel ID

1

2

3

4

Locked

Not locked

Not locked

Not locked

24.2 MHz

 

 

 

5120 Ksym/sec

 

 

 

43.3 dBmV

 

 

 

ATDMA

 

 

 

2

 

CM Error Codewords

 

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

2593684145

2590848055

2590848102

2590848231

2590848372

2590848165

2349940451

2590848384

2590848680

2590848690

2590913967

2590914139

2590914083

2590913860

2590913671

2590913453

37

32

41

60

21

49

21

23

39

42

54

36

29

43

45

26

91

129

159

102

130

132

30

105

145

38

118

57

30

59

70

59

P2
15 REPLIES
Expert

Re: Modem keeps rebooting.

Call twc/spectrum out... Modem should see 4 upstream channels and yes it's some sort of building issue, not modems.

 

P2
Newcomer

Re: Modem keeps rebooting.

 I am Non Verbal so I can not call. I will have some one call them for me to have them come out and take a look. Smiley Happy

P2
Expert

Re: Modem keeps rebooting.

aw, swell.. You can try the online chat.... But I assume you've already tried to reset the modem and that did not help.  I'd unpower it, disconnect the coax, hold in the reset button while powering it up, Think it resets those, then unplug it, reconnect the coax, power it up and once lights go normal, see if it has 4 upstream channels .

 This may be a deffective modem combo, with corrupted firmware, would need to see what the previous one did... and if it was the same model. 

 It's probably a building distribution issue, see if anyone else there has the same issues, try your modem in their suite, see if you can get the proper 16x4 channels, if so it's wiring to/in your suite. 

odd thing is levels look good on all the channels and usually a single US channel will have a too high/out of levelling range dB level, usually over +53 dBmv and as high as +58 dBvmv.

 

P2
Newcomer

Re: Modem keeps rebooting.

Did try the online chat and she says that she looked at what was going on and did some stuff with the modem. The modem did a reset at the same time. and did not come back up to after I unplugged  it. and plugged it back in after a min. (I did gave it over 1 hr before I unplugged it.)

The old modem was a (Technicolor TC8717T modem gateway.)

 

For now I have all 4 upstream channels. But that's the way it is after a rest then they go away.

 

But I am hoping she got it fixed.

P2
Expert

Re: Modem keeps rebooting.

Ok, post the upstream channel info again... Lets make sure all 4 are below +50 dBmv and online.

 Are their and DS channels that have really high correctables/ uncorrectables after a few hours? or all of them?

Points to building wiring/amplifier issues all too common in apartments

 

 

P2
Newcomer

Re: Modem keeps rebooting.

Upstream Channel Bonding Value Index Lock Status Frequency Symbol Rate Power Level Modulation Channel ID

1234
LockedLockedLockedLocked
30.6 MHz24.2 MHz19.4 MHz37.0 MHz
5120 Ksym/sec5120 Ksym/sec2560 Ksym/sec5120 Ksym/sec
43.3 dBmV43.3 dBmV44.5 dBmV43.3 dBmV
ATDMAATDMATDMAATDMA
3214

 

For now it's looking good with no correctables or Uncorrectable Codewords.

 

 

P2
Community Manager

Re: Modem keeps rebooting.

@P2

 

You can also contact us on Social Media for assistance, including scheduling a service call.   

Please contact us at: 

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

 

James M. 
Spectrum-Social Media Customer Care

P2
Newcomer

Re: Modem keeps rebooting.

Ok I will do that.. I just looked and seen this.

 

Index Lock Status Frequency Symbol Rate Power Level Modulation Channel ID

1234
LockedNot lockedNot lockedNot locked
30.6 MHz   
5120 Ksym/sec   
49.3 dBmV   
ATDMA   
3

 

Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=

P2
P2
Newcomer

Re: Modem keeps rebooting.

OK sent a Message on Facebook using the link you posted at 1:11 CDT waiting for a reply.

P2