Cable Modem Status going offline

[Kermit64]

Hello friends, i've recently started using a new cable modem and a new ISP, but lately the internet has been going offline randomly like every 50 minutes.

I'm using a motorola cable modem sb5101n.

The funny part is, when the internet is working i check the configuration of the modem and it says that it's using the Upstream Channel Id: 3, but when the internet stops working it says it's using the Upstream Channel id: 4, when it stops i change the channel id to 3 and reset it two times and the internet starts working again.

Does anyone have any idea what's causing the problem and if it's the ISP'S fault how should i bring it up to them, and does anyone have any solution that i could bring it up to them?


Thanks friends : ).

 

[Elixer]

Go to the modem's status page 192.168.100.1 (usually), and look at the signal levels, and post them here.

Most likely, they are out of spec.

 

[Kermit64]

Here it is.

Frequency 747000000 Hz
Signal To Noise Ratio 43.2 dB
Power Level 8.7 dBmV

Channel ID 3
Frequency 38000000 Hz
Power 34.2 dBmV

Edit: the power level just changed to 11.6 dBmV

 

[ImDonly1]

Power level is off. The range is -10 to +10. You are at 11.6...
Call the cable co or check splitters/replace them.

What does the cable modem log file say (edit out your MAC address)?

 

[Kermit64]

2014-05-25 21:34:08 5-Warning B605.9 Map Reject - Not Authorized for Requested Downstream Traffic Flow (EC=7)
1970-01-01 00:00:18 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:25 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:00:24 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:15 3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2014-05-25 21:32:39 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2014-05-25 20:14:39 5-Warning B605.9 Map Reject - Not Authorized for Requested Downstream Traffic Flow (EC=7)
1970-01-01 00:00:15 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:31 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:16 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets

I rebooted the modem after changing the channel id back to 3.

 

[ImDonly1]

2014-05-25 21:34:08 5-Warning B605.9 Map Reject - Not Authorized for Requested Downstream Traffic Flow (EC=7)
1970-01-01 00:00:18 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:00:25 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:00:24 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:15 3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
2014-05-25 21:32:39 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
2014-05-25 20:14:39 5-Warning B605.9 Map Reject - Not Authorized for Requested Downstream Traffic Flow (EC=7)
1970-01-01 00:00:15 3-Critical D003.0 DHCP FAILED - Requested Info not supported.
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets
1970-01-01 00:01:31 6-Notice M573.0 Modem Is Shutting Down and Rebooting...
1970-01-01 00:01:16 3-Critical D001.0 DHCP FAILED - Discover sent, no offer received
1970-01-01 00:00:14 3-Critical R002.0 No Ranging Response received - T3 time-out (US 4)
1970-01-01 00:00:07 6-Notice M571.1 Ethernet link up - ready to pass packets

I rebooted the modem after changing the channel id back to 3.

Time to call the cable co and possibly trying a new modem.

 

[Kermit64]

Time to call the cable co and possibly trying a new modem.

The internet was really unstable like now a few days ago i complained and they gave me this modem that is having the same problem, any other ideas friend?

 

[ImDonly1]

The internet was really unstable like now a few days ago i complained and they gave me this modem that is having the same problem, any other ideas friend?

They should really come out and check line stats themselves. Call and complain again.

 

[Elixer]

Yeah.. looks like a line issue.
You can either call in when you are having problems, or if for some reason they refuse, disconnect the cable modem, and then call them, and then they will send someone to check what is going on.

Either way, they should come check your lines, just tell them your modem is rebooting all the time.

 

[Kermit64]

All right friends, i will do it and post here their replies.

Thanks!