s33 modem loses connection for a few minutes associated with WOW config update

Question

Hello,

I am experiencing a few minutes of disconnection for at least once and up to 4 times per day now. I suspect that it is due to my internet service provider is sending a bad configuration file to my modem which causes it to lose connection for a few minutes. This is because the event log in the modem indicates that there was a bad TLV code in the configuration file. I am unable to convince WOW to fix this since they are overly eager to replace the S33 with their own no name brand and charge me $10 a month for renting it. Is there a way to see the configuration file that was sent so the team at ARRIS can suggest a fix? I’m including the log errors that repeat 4 times a day generally at the same time of day. Are there any ways to get the WOW technical support to even look at the log files (they have refused so far). Anyway, any ideas would be appreciated… By the way I work with RF equipment and the signals are good, low code error rates 40 dB SNR…. The last time I called customer support they wouldn’t acknowledge that they even configure the modem and they increased the number of times they send the configuration file from 2 x per day (before I called) to 4 times per day after I called...

Date Time	Event Level	Description
09/29/2025 21:28:54	Notice	Successful LAN WebGUI login from 50.4.168.170 on 09/29/25 at 9:28 PM
09/29/2025 21:25:07	Warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:25:05	Error	Improper Configuration File CVC Format
09/29/2025 21:25:05	Critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:25:05	Notice	TLV-11 - unrecognized OID;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:25:05	Warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
09/29/2025 21:24:57	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:46	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:25	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:25	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:25	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:24	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:23	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:23	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:23	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:21	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:21	Critical	No Ranging Response received - T3 time-out;CM-MAC=f(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:15	Notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 8; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:14	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:09	Notice	CM-STATUS message sent. Event Type Code: 16; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:09	Critical	No Ranging Response received - T3 time-out;CM-MAC=f8:20:d2:46:c1:ed;CMTS-MAC=00:01:5c:79:c6:4a;CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:24:02	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:22:51	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:22:11	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:22:00	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:21:01	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:20:54	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information),;CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:20:54	Warning	Lost MDD Timeout;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:20:54	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:20:52	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:20:18	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:18:51	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:15:56	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 21:15:24	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:28:26	Warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:28:24	Error	Improper Configuration File CVC Format
09/29/2025 17:28:24	Critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:28:24	Notice	TLV-11 - unrecognized OID;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:28:24	Warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
09/29/2025 17:28:16	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=f(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:28:03	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:27:48	Critical	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:53	Notice	CM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:48	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:44	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:44	Critical	Ranging Request Retries exhausted;CM-MAC=f(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:44	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:24	Notice	CM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:19	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:16	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:16	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:16	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:06	Notice	CM-STATUS message sent. Event Type Code: 7; Chan ID: 2; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:23:05	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:22:40	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:22:40	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:22:40	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:22:09	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 17:22:09	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:55	Warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:53	Error	Improper Configuration File CVC Format
09/29/2025 15:11:53	Critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:53	Notice	TLV-11 - unrecognized OID;CM-MAC=f8:20:d2:46:c1:ed;CMTS-MAC=00:01:5c:79:c6:4a;CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:53	Warning	MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1
09/29/2025 15:11:45	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:33	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:15	Notice	CM-STATUS message sent. Event Type Code: 7; Chan ID: 4; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:14	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:14	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:14	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:14	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:13	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:12	Critical	Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:12	Critical	Ranging Request Retries exhausted;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:12	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:03	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 1.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:02	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:11:01	Notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:10:59	Critical	No Ranging Response received - T3 time-out;CM-MAC=f(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:10:30	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:07:23	Notice	CM-STATUS message sent. Event Type Code: 5; Chan ID: 12; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:07:10	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:07:08	Critical	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:07:08	Warning	RNG-RSP CCAP Commanded Power in Excess of 6 dB Below the Value Corresponding to the Top of the DRW;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:07:07	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:06:38	Notice	CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 15:06:37	Critical	No Ranging Response received - T3 time-out;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 13:13:29	Warning	REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;
09/29/2025 13:13:27	Error	Improper Configuration File CVC Format
09/29/2025 13:13:27	Critical	Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=(edited private information);CMTS-MAC=(edited private information);CM-QOS=1.1;CM-VER=3.1;

SURFboard Moderator · Accepted Answer

The event logs you shared are related to your internet service provider. The errors shown in the logs indicate issues occurring on the provider’s end.

Only your internet service provider can investigate and resolve these errors.

We recommend checking the cable signal levels within the modem. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.

When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet

Please refer to the link below for instructions on how to check your cable signal levels:

https://arris.my.salesforce-sites.com/consumers/articles/knowledge/S33-Cable-Signal-Levels

If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.

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