Hello all! I am new here and am hoping someone might be able to give me some info / guidance / help or whatever to get me in the right direction. It has been many years since I have been on a coax ISP but my new place I just moved into doesn’t have a fiber option so I had to go with it. Like I typically do I picked up my own modem so that I wouldnt have to rent one from the provider. After “some” research I went with the Arris S33 because I already had a great wifi router mesh system and it was on the providers approved list for Docsis 3.1 (1.2 GB Service Connection). For the first month or so everything seemed to work great but lately over the last couple weeks I have been experiencing random device disconnects which sometimes would be full network disconnects. I have been going through the ISP and my router’s support I am starting to think it might be the modem. Since it was brand new and nothing you can confi9gure on it I didnt think it could be the issue but I have been pulling my logs and in trying to research what these lines all mean I keep finding other users running into the same thing. What I havent been able to decipher is whether this is indeed a modem issue and I should be getting replaced from Surfboard or an ISP issue and keeping on them (they have already come out and verified my line into the house as all good/ within spec).
Here is my logs for the past couple days after I had just freshing reset it to factory to see if it would help (it didnt):
| 1/1/1970 00:00:15 | 3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 1/1/1970 00:00:35 | 3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= Edit personal information ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 1/1/1970 00:00:39 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 108MHz. |
| 1/1/1970 00:00:39 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 1/1/1970 00:00:39 | 3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz. |
| 1/1/1970 00:00:42 | 3 | No Ranging Response received - T3 time-out;CM-MAC= "oedit: removed personal information]" ;CMTS-MAC="]edit: removed personal information]" ;CM-QOS=1.1;CM-VER=3.1; |
| 10/5/2024 20:47:43 | 3 | Failed LAN WebGUI login attempt from "aedit: removed personal information]" on 24/05/10 at 8:47 PM. |
| 10/5/2024 20:48:17 | 3 | Successful LAN WebGUI login from "Gedit: removed personal information]" on 24/05/10 at 8:48 PM. |
| 10/5/2024 20:49:15 | 3 | Successful LAN WebGUI login from "Gedit: removed personal information]" on 24/05/10 at 8:49 PM. |
| 1/1/1970 00:00:15 | 3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 1/1/1970 00:00:20 | 3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= "iedit: removed personal information]" ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 1/1/1970 00:00:25 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 108MHz. |
| 1/1/1970 00:00:25 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 1/1/1970 00:00:25 | 3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz. |
| 13/5/2024 17:55:03 | 3 | Successful LAN WebGUI login from "bedit: removed personal information]" on 24/05/13 at 5:55 PM. |
| 13/5/2024 19:49:47 | 3 | Successful LAN WebGUI login from "bedit: removed personal information]" on 24/05/13 at 7:49 PM. |
| 1/1/1970 00:00:15 | 3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 1/1/1970 00:00:19 | 3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC= Edit personal information ;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 1/1/1970 00:00:24 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 108MHz. |
| 1/1/1970 00:00:24 | 3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 1/1/1970 00:00:24 | 3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-21.1, 5-42MHz. |
| 1/1/1970 00:00:29 | 6 | Honoring MDD; IP provisioning mode = IPv4 |
| 1/1/1970 00:00:32 | 5 | DHCP WARNING - Non-critical field invalid in response ;CM-MAC= "eedit: removed personal information]" ;CMTS-MAC="aedit: removed personal information]" ;CM-QOS=1.1;CM-VER=3.1; |
| 13/5/2024 19:53:42 | 6 | TLV-11 - unrecognized OID;CM-MAC= "nedit: removed personal information]" ;CMTS-MAC="medit: removed personal information]" ;CM-QOS=1.1;CM-VER=3.1; |
| 13/5/2024 19:53:46 | 6 | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC="fedit: removed personal information]" ;CMTS-MAC="redit: removed personal information]"; CM-QOS=1.1;CM-VER=3.1; |
| 13/5/2024 19:53:47 | 6 | DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC="oedit: removed personal information]" ;CMTS-MAC="iedit: removed personal information]"; CM-QOS=1.1;CM-VER=3.1; |
| 13/5/2024 19:53:51 | 5 | REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value; CM-MAC= "Pedit: removed personal information]" ;CMTS-MAC="iedit: removed personal information]" CM-QOS=1.1;CM-VER=3.1; |
| 13/5/2024 19:55:12 | 3 | Successful LAN WebGUI login from "ledit: removed personal information]"on 24/05/13 at 7:55 PM. |
| 13/5/2024 22:12:33 | 3 | Successful LAN WebGUI login from "ledit: removed personal information]" on 24/05/13 at 10:12 PM.
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If anyone has experience with this or can point me to who I need to be working with to fix it I would greatly appreciate it. Where you see the timing sync error and the timestamp not correct are where my entire connection is dropping otherwise I continue to have just random device connection drops or even be connected but faced with the “No internet” line.