Question

TM3402A gets high packet loss requiring power cycle

  • 22 June 2023
  • 3 replies
  • 83 views
M
Rank
Badge +1

My ISP provides Arris TM3402A cable modems. Work great most of time, and get the 50M download speed I pay for. Recently though, have an issue were modem stops working with internet.

The ping loss rate to the local name server is generally 0 with occasional 1-10 drops.

Generally, those are fine, but then it will sometimes jump to 60% to 100% and internet becomes useless.

Can still access the cable modem on 192.168.100.1.

Have a script that sends 50 pings to the name server every 2 minutes.

If loss is less than 10% ignore it, but if higher report it with a sound.

Generally, if it goes higher than 50% the internet goes out, and next check goes higher, and eventually stays at 100%. Power cycling modem is only way to get it working again.

The web page doesn’t have a reboot option? Does have an advanced tab, but that requires a daily password??  So only pulling power to reset.

Then it is back to working? Had a surfboard modem, and recall it having a way to send a reboot command. But can find nothing for this one.

Has happened like 13 times over the past 2 days?

 

This topic has been closed for comments

3 replies

plemans
Rank
Userlevel 6
Badge +40

have you checked with your ISP? There might be line issues

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
M
Rank
Badge +1

Have sent info to ISP, but Guam got hit by a Cat 3 / 4 Typhoon a few weeks ago. Had no power for a week, but after power resorted internet was working and getting 50M speed that connection is set at. Test to all 4 local speed test servers, and also to one in San Diego. Just strange that a reboot of cable modem fixes everything immediately after 3 minute reboot process.

So, how just unplugging and replugging the cable mode fixes things.

Log of monitoring ping loss. Then reset of cable modem breaks connection to modem, then it comes back with 0 ping loss or values of 10 or under till the next series of high loss. Then power reset brings it back up.

cat internetdown
2023-06-20 21:26:00    68
2023-06-20 21:29:05    Cable Modem not accessible
2023-06-21 01:59:00    88
2023-06-21 02:02:00    92
2023-06-21 02:05:00    80
2023-06-21 02:08:00    Cable Modem not accessible
2023-06-21 06:58:00    14
2023-06-21 07:01:00    88
2023-06-21 07:04:00    Cable Modem not accessible
2023-06-21 11:15:00    86
2023-06-21 11:18:00    Cable Modem not accessible
2023-06-21 17:15:00    92
2023-06-21 17:18:00    78
2023-06-21 17:21:00    Cable Modem not accessible
2023-06-21 18:17:00    22
2023-06-21 18:20:00    Cable Modem not accessible
2023-06-21 20:02:00    74
2023-06-21 20:05:00    Cable Modem not accessible
2023-06-21 22:37:00    52
2023-06-21 22:40:00    22
2023-06-21 22:43:00    Cable Modem not accessible
2023-06-21 23:43:00    14
2023-06-21 23:46:00    74
2023-06-21 23:49:00    86
2023-06-21 23:52:00    86
2023-06-21 23:55:00    88
2023-06-21 23:58:00    90
2023-06-22 00:01:00    90
2023-06-22 00:04:00    84
2023-06-22 00:07:00    86
2023-06-22 00:10:00    Cable Modem not accessible
2023-06-22 00:36:00    36
2023-06-22 00:39:00    86
2023-06-22 00:42:00    Cable Modem not accessible
2023-06-22 02:42:00    100
2023-06-22 02:45:00    100
2023-06-22 02:48:00    100
2023-06-22 02:51:00    100
2023-06-22 02:54:00    100
2023-06-22 02:57:00    100
2023-06-22 03:00:00    100
2023-06-22 03:03:00    Cable Modem not accessible
2023-06-22 06:38:00    12
2023-06-22 06:41:00    Cable Modem not accessible
2023-06-22 07:55:00    64
2023-06-22 07:58:00    90
2023-06-22 08:01:00    Cable Modem not accessible
2023-06-22 11:48:00    80
2023-06-22 11:51:00    86
2023-06-22 11:54:00    86
2023-06-22 11:57:00    Cable Modem not accessible

 

If had a way to send reboot command to modem, would be nice to have script auto reboot modem, rather than having to wait for my manually doing a power cycle.

Thanks.

 

 

M
Rank
Badge +1

Still having major issues with modem not responding correctly.

Over past 12.15 days have had it stop working 97 times.

In 88 cases, I’ve power cycled modem and it goes back to working correctly. On 9 cases, it sometimes starts working on its own after waiting 10 minutes or much longer. In monitoring it, of the 12.15 days it seems modem is working correctly 11.35 days and off-line 0.80 days.

Monitor script does 50 pings to local ns server, and most of time is 0, but a few 1-10 numbers that are normal, and continues working just fine. Then have high numbers, and internet is useless. Script plays should if loss >10, but usually jumps to 80+. Power cycle takes about 3 minutes, and modem is back to working normally. Sometimes if not around it will stay in this state for 10 minutes or more, but does sometimes restart. Other times it just continues until I physically reboot it with power cycle.

Accessing it on 192.168.100.1 brings up cable modem, but doesn’t have a reset option on basic mode, and advanced requires a password of day?? Found a site that gives code, but doesn’t work??

Guam was hit with Cat 4 Typhoon, and they are still fixing various things. Long ago had surf board modem from ISP, and it did have a software reboot option, versus physically having to go to modem, and unplugging it, and then replugging it.

All lights on front of modem are On normal, but a traceroute to 8.8.8.8 that usually takes like 1.5 seconds will eventually get to final link but time jumps to over 1 minute?? So, not clear what is going on.

Thanks.

Terms & ConditionsCookie settings