Cable modem question

[Shadow19]

I have a Motorola Surfboard SB5100 modem that is DOCSIS 2.0. I've been experiencing random reboots and it gets stuck processing the upstream channel which causes my internet to go out. I've tried 2 different modems, different cables, and different connections to the cable line. I have the Xfinity performance package (15 down/3 up). I talked to customer support and they said I have DOCSIS 3.0 speeds but a DOCSIS 2.0 modem, and so this could be causing the problem. I read online that a 3.0 wouldn't really make a different speed wise, but could improve stability (my issue). Does anyone know if this is legit? Will getting a 3.0 modem (90 bucks @_@) possibly help my connection based on my internet speeds? I already bought a second 2.0 modem and I would hate to spend that much money on a 3.0 to still have the same problem.

 

[Logic Overflow]

Hey there,

Having a 15/3 connection doesn't require a DOCSIS 3.0 modem, so please save your money with this regard. A DOCSIS 3.0 modem would be needed for a connection speed for 50 Mb/s or higher. Sure, it might improve stability, but I personally wouldn't buy it.

Is the modem itself rebooting or is the connection getting dropped and you see the lights having to connect again?

If you've tried 2 different modems, it simply might be something on their end. Do you know if any other folks in the area are having the same issue? Is your MAC Address properly registered on the cable company's end?

 

[Shadow19]

When I check the logs the two main things i see are "Started Unicast Maintenance Ranging - No Response received - T3 time-out" and "Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 timeout". I just know that the internet will drop, the modem will go through its boot up process, Power > Receive > Send > Online, and it will get stuck on Send where the light will continue to blink. I've read this has to do with the downstream channel. I don't know that anyone else in the area is having the same issue and when I chatted online with customer support they confirmed the address was provisioned. However they were mentioning my signal was weak and asked me to powercycle the modem, which I did, but didn't seem to change anything. That's when they mentioned the DOCSIS 3.0.

 

[Logic Overflow]

If your signal is weak with the current modem, it will also be weak with the new modem. If this is a new issue that started somewhat recently and everything was working fine before, I'd suggest asking them to see if they can come out in person and check the lines in your place. Also request to see if they can check the main line in your house/building/neighborhood to ensure nothing is either old or ruined.

I know when I was having an issue similar to yours, it ended turning out to be something on their end that needed to be fixed.

 

[Reddhedd]

If your signal is weak with the current modem, it will also be weak with the new modem. If this is a new issue that started somewhat recently and everything was working fine before, I'd suggest asking them to see if they can come out in person and check the lines in your place. Also request to see if they can check the main line in your house/building/neighborhood to ensure nothing is either old or ruined.

I know when I was having an issue similar to yours, it ended turning out to be something on their end that needed to be fixed.

Had a similar problem to both of you. This is much more a problem on the ISP side rather than yours. Call them, have them test your connection and send somebody to you.