Re: CM400 modem keeps disconnecting from ISP

otwist · ‎2016-08-07

Had the CM400 for about 6 months now, replaced the delivered comcast one which it outperformed. Now the past week it randomly disconnects, the downstream and upstream lights start blinking green, the modem seems to reboot(i think its doing this as i cannot login to it) and then the upstream and downstream lights turn Orange. Then sometime later it will do it over again and then the upstream/downstream lights will now be green.

When the lights are orange, i only have one upstream and one downstream channel locked, when it goes back to green i have 8 down and 4 up. When i only have a single stream, everything is pretty laggy, gaming is a problem though streaming is not.

It can switch between orange and green 2 or 3 times within an hour or go a day without doing it, when it does this i have several minutes of no internet access.

Is this a comcast problem ? or is this a faulty modem ?

I did call comcast but they just said faulty modem, but i have my doubts.

This is the channels i have now, both up and downstream lights are orange:

<tabindex=-1>Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	UnCorrectables
1	Locked	QAM 256	9	687000000 Hz	2.3 dBmV	37.9 dB	35	1958
2	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
3	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
4	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
5	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
6	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
7	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0
8	Not Locked	N/A	N/A	0 Hz	0.0 dBmV	0.0 dB	0	0

<tabindex=-1>Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 Ksym/sec	29500000 Hz	47.3 dBmV
2	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	47.3 dBmV
3	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	47.3 dBmV
4	Not Locked	N/A	Unknown	0 Ksym/sec	0 Hz	47.3 dBmV

Any help much appreciated.

DarrenM · ‎2016-08-09

Hello otwist

When this is happening its typically having issues locking onto the cable signal I first would have them send a tech out to check your lines to see if it is a signal issue before jumping to the conclusion that its a faulty modem.

DarrenM