Spectator

Modem LAN ports regularly die after several days

I just got service a month ago, but every 5 days or so the LAN ports on the modem stop working (no lights on them at all) and I have to reboot it. Here is the modem info:

ARRIS DOCSIS 3.0 Touchstone Residential Gateway
HW_REV: 5
BOOTR: 2.2.0.27
SW_REV: 9.1.103J6.SIP.PC20.TW
MODEL: DG1670A

SN: FBABPP8EV503415

Firmware: TS0901103J6_033116_16XX.GW_PC20_TW

 

For example it was working fine late last night and then not this morning. I note the following events in the log which indicate some kind of issue did indeed occur at 5:37 this morning (as well as every 4-5 days in the past) even though internet was still working after similar events 90 minutes before I was done last night.

 

TCS Partial Service;CM-MAC=ac:ec:80:06:2f:f2;CMTS-MAC=00:01:5c:77:44:67;CM-QOS=1.1;CM-VER=3.0;

No Ranging Response received - T3 time-out;CM-MAC=ac:ec:80:06:2f:f2;CMTS-MAC=00:01:5c:77:44:67;CM-QOS=1.1;CM-VER=3.0;

 

Normally I just have my wifi router attached to the modem. When it died this morning I tried attaching the desktop that is connected to another service to a different port on this modem and still had no lights. Nothing will cause the LAN ports to re-activate until I reboot the modem.

What is causing this and how do I fix it?

17 REPLIES 17
Moderator

Re: Modem LAN ports regularly die after several days

Good morning topshot,

 

If you would like to contact us directly, we will be happy to assist with your connectivity issue. Please provide your account number or the phone number associated with your account through the following private LINK so that we  may address this matter. 

 

-Melissa O.

Spectrum Community Forums Moderator

Spectator

Re: Modem LAN ports regularly die after several days

PM sent along with acct # in subject line
Expert

Re: Modem LAN ports regularly die after several days

copy and paste the modems signal level page, don't reset the modem. You have a coaxial issue

 

Spectator

Re: Modem LAN ports regularly die after several days

I assume you mean this:

         DCID     Freq         Power         SNR     Modulation     Octets     Correcteds     Uncorrectables
Downstream 1    12    669.00 MHz    6.90 dBmV    40.37 dB    256QAM    340874806    0    0
Downstream 2    15    573.00 MHz    6.60 dBmV    40.37 dB    256QAM    215076100    2    0
Downstream 3    13    579.00 MHz    6.80 dBmV    40.37 dB    256QAM    221895091    0    0
Downstream 4    14    585.00 MHz    6.90 dBmV    40.95 dB    256QAM    216530182    13    0
Downstream 5    16    597.00 MHz    7.30 dBmV    40.37 dB    256QAM    148132435    0    0
Downstream 6    1    603.00 MHz    7.40 dBmV    40.95 dB    256QAM    237792162    0    0
Downstream 7    2    609.00 MHz    7.20 dBmV    40.95 dB    256QAM    155465233    0    0
Downstream 8    3    615.00 MHz    7.30 dBmV    40.95 dB    256QAM    140772617    0    0
Downstream 9    4    621.00 MHz    7.40 dBmV    40.37 dB    256QAM    147502174    0    0
Downstream 10    5    627.00 MHz    7.10 dBmV    40.95 dB    256QAM    137593597    0    0
Downstream 11    6    633.00 MHz    7.10 dBmV    40.95 dB    256QAM    115826319    4    0
Downstream 12    7    639.00 MHz    6.80 dBmV    40.95 dB    256QAM    122585576    1    0
Downstream 13    8    645.00 MHz    7.10 dBmV    40.95 dB    256QAM    116635815    0    0
Downstream 14    9    651.00 MHz    6.90 dBmV    40.95 dB    256QAM    125164268    1    0
Downstream 15    10    657.00 MHz    7.00 dBmV    40.37 dB    256QAM    132055462    0    0
Downstream 16    11    663.00 MHz    6.80 dBmV    40.37 dB    256QAM    156378067    0    0

         UCID     Freq         Power         Channel Type         Symbol Rate     Modulation
Upstream 1    74    24.20 MHz    44.25 dBmV    DOCSIS2.0 (ATDMA)    5120 kSym/s    16QAM
Upstream 2    76    37.00 MHz    43.25 dBmV    DOCSIS2.0 (ATDMA)    2560 kSym/s    16QAM
Upstream 3    75    30.60 MHz    44.50 dBmV    DOCSIS2.0 (ATDMA)    5120 kSym/s    16QAM
Upstream 4    73    19.40 MHz    44.00 dBmV    DOCSIS1.x (TDMA)        2560 kSym/s    16QAM

 

FWIW, the coax is brand new from the pole to the modem.

Spectrum Employee

Re: Modem LAN ports regularly die after several days

I disagree with the previous statement,

 

It's sounding like you are having a networking conflict from the Arris to the seperate wifi you are using.

 

You can't do router to router communication without some level of issues.

 

I would suggest you bridge the modem to the router and restart the router, or change the router out for an Arris SB6183 standalone modem for your wireless router to plug into.

 

If you want to bridge that particular model, Go into the Lan Settings, down at the bottom where it says Routed with NAT change that to Bridged, and save the settings. This will bridge the device and send all networking to the router you have hooked up and disable the routing functions of the DG1670A you have.

 

They are notorious for this kind of error.

I post on my off hours, away from work and any statements made are my opinions, and do not necessarily reflect the views and beliefs of Spectrum Communications.

Spectator

Re: Modem LAN ports regularly die after several days

The modem is already in bridge mode since I am not using it's router.  I had asked them to do that at install since I was taking care of my own wifi. I have confirmed they did indeed set it that way.

Spectrum Employee

Re: Modem LAN ports regularly die after several days

Ok, then I would suggest swapping the modem out for a standalone modem w/o wifi installed because it's sounding like the ports are having an issue with that fact.

I post on my off hours, away from work and any statements made are my opinions, and do not necessarily reflect the views and beliefs of Spectrum Communications.

Spectrum Employee

Re: Modem LAN ports regularly die after several days

This is why, in my personal opinion, I'm for standalone cable modems (no WiFi router combo built-in), since the days years ago when I used to work for Geek Squad, I always recommended going customer-owned (assuming your ISP will allow for it, many Canadian ISPs don't let you use customer-owned... yeah....).

 

 

Downside is you have to spend to buy it, and buy again when yours becomes out-dated or damage (such as from a storm).  Upside is you can buy something that is very nice quality wise.

 

The way I always broke it down for customers to keep it simple, was for the non-tech-savvy (such as my grandmothers), it's better for the company do give you a rental/leased AWG (wifi router + modem combo) modem.  And for the tech savvy (such as gamer, businesses, or those who just need more WiFi coverage range), better to do your own separate cable modem and separate wireless router.

 

I would suspect one of three things in your case:  ethernet loopback (user error and/or failed  customer owned CPE), manufacturing defect (I include firmware glitches as defects, solution is to swap modem), and/or a billing service code issue (need a CSR with experience to take a look, would recommend talking to Tier3)

My postings on this site are my own, off-the-clock, and don’t necessarily represent TWC’s/Charter's strategies or opinions.
Spectator

Re: Modem LAN ports regularly die after several days

I'd prefer a standalone modem, but this is the standard one they provide for free.   Why would it work fine for days at a time?

While not a networking person specifically, I'm an electrical engineer that has dealt with  various computer and network issues for decades so I understand more than the typical customer.