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S33 Random Reboots - Xfinity - Again

  • 31 December 2023
  • 5 replies
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I posted in here a few months ago about some trouble I was having with my S33. Xfinity ended up coming out and replacing the line from the box to my house and everything has been great until a couple days ago.

The random reboots are back. I spent about 3 hours on the phone/chat with Xfinity and they are telling me nothing is wrong on their end and that I needed to contact Arris. 

I have no splitters or anything else in the way. The Xfinity guy ran the new cable into the basement. We put a brand new coupling on the end, and a brand new cable running to the modem. That is the only coax I use in the entire house. The line from the street goes directly to the modem.

I am not sure what is causing these new random reboots, but I suspect I just have a bad modem and need to get a replacement. Its pretty easy to find S33 random reboot topics on the internet, but not a whole lot of fixes.

Hopefully someone on here can steer me in the right direction.

Thanks

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Best answer by SURFboard Moderator 2 January 2024, 21:08

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I thought I would post my modem status page in here as well, since everyone seems to ask for that. Still having issues...

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
12 Locked QAM256 507000000 Hz 10 dBmV 43 dB 0 0
1 Locked QAM256 441000000 Hz 10 dBmV 43 dB 1 0
2 Locked QAM256 447000000 Hz 10 dBmV 43 dB 2 0
3 Locked QAM256 453000000 Hz 10 dBmV 43 dB 1 0
4 Locked QAM256 459000000 Hz 10 dBmV 43 dB 1 0
5 Locked QAM256 465000000 Hz 10 dBmV 43 dB 1 0
6 Locked QAM256 471000000 Hz 10 dBmV 43 dB 0 0
7 Locked QAM256 477000000 Hz 10 dBmV 43 dB 1 0
8 Locked QAM256 483000000 Hz 10 dBmV 43 dB 1 0
9 Locked QAM256 489000000 Hz 10 dBmV 43 dB 0 0
10 Locked QAM256 495000000 Hz 10 dBmV 43 dB 1 0
11 Locked QAM256 501000000 Hz 10 dBmV 43 dB 1 0
13 Locked QAM256 513000000 Hz 10 dBmV 43 dB 1 0
14 Locked QAM256 519000000 Hz 10 dBmV 43 dB 1 0
15 Locked QAM256 525000000 Hz 10 dBmV 43 dB 1 0
16 Locked QAM256 531000000 Hz 10 dBmV 43 dB 0 0
17 Locked QAM256 537000000 Hz 10 dBmV 43 dB 0 0
18 Locked QAM256 543000000 Hz 10 dBmV 43 dB 0 0
19 Locked QAM256 549000000 Hz 10 dBmV 43 dB 0 0
20 Locked QAM256 555000000 Hz 10 dBmV 42 dB 0 0
21 Locked QAM256 561000000 Hz 10 dBmV 43 dB 0 0
22 Locked QAM256 567000000 Hz 10 dBmV 42 dB 0 0
23 Locked QAM256 573000000 Hz 10 dBmV 42 dB 0 0
24 Locked QAM256 579000000 Hz 10 dBmV 42 dB 0 0
25 Locked QAM256 585000000 Hz 10 dBmV 42 dB 0 0
26 Locked QAM256 591000000 Hz 10 dBmV 42 dB 0 0
27 Locked QAM256 597000000 Hz 10 dBmV 42 dB 0 0
28 Locked QAM256 603000000 Hz 11 dBmV 42 dB 0 0
29 Locked QAM256 609000000 Hz 11 dBmV 42 dB 0 0
30 Locked QAM256 615000000 Hz 11 dBmV 42 dB 0 0
31 Locked QAM256 621000000 Hz 11 dBmV 42 dB 0 0
32 Locked QAM256 627000000 Hz 10 dBmV 42 dB 0 0
193 Locked OFDM PLC 957000000 Hz 8 dBmV 42 dB 24725432 0

 

 

Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
1 Locked SC-QAM 16400000 Hz 6400000 45.3 dBmV
2 Locked SC-QAM 22800000 Hz 6400000 45.3 dBmV
3 Locked SC-QAM 29200000 Hz 6400000 45.3 dBmV
4 Locked SC-QAM 35600000 Hz 6400000 44.3 dBmV
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Could you let us know, how frequently the modem is rebooting and also I suggest you to check whether the modem rebooting on its own without co-axial cable.

SURFboard Community Moderator Team
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I would say it reboots 5 or more times a day. It's hard to say exactly how many times since I haven't been working this week. And its only for about 3 mins or so while the modem reboots, so sometimes we don’t notice.

I can try to remember to unplug the coax tonight before I go to bed and see if it still reboots overnight.

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I tested the modem with the coax cable unplugged overnight. The modem has been on since the last time it rebooted last night, so it seems like something from the signal is causing the modem to reboot.

Does this mean it is an Xfinity problem? Or could it still be a problem with the modem since it seems like all the signals are within acceptable levels and Xfinity is reporting everything OK on their end?

I feel like I need a prepared statement to give to them since they are such a pain to deal with.

Thanks

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Userlevel 5
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Since the modem is not rebooting without co-axial cable, it seems like cable issues.

I suggest you to contact your internet service provider and ask them to change the cables to fix this issue.

SURFboard Community Moderator Team
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