Equipment (Modems,Gateways)
Modems, Gateways, and Networking Devices
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New Contributor

Cisco Modem Losing Upstream Lock

We upgraded our service back in July and that upgrade required our modem to be replaced. Now, I've been battling this for 2 months now....

 

Every day the modem loses it's upstream bond and eventually restarts on it's own to start the ranging process again. This is not acceptable, especially when we are trying to process a credit card transaction and the customer must wait up to 10 minutes while the modem reconnects.

 

The service techs have replaced the cable coming to our building as well as the modem itself, but it still continues.

 

If there is some way this could be escalated to be traced at the head end or farther down the line, it would be appreciated.

 

sept14_435.pngsept14ranging.png

 

Log of outages:

Monday August 3rd - 1:20pm
Tuesday August 4th - 1:30pm
Thursday August 6th - 1:51pm
Thursday August 6th - 6:30pm Reboot for unknown reason
Monday August 10th - 12:33pm
Tuesday August 11th - 6:39pm
Thusday August 13th - 8:17pm
Friday August 14th - 2:18pm

============================
Saturday August 15th - Service tech
Checked cable by modem
Installed filter on TV cable side
Said to disconnect TV cable if still happening
Said now on device watch
============================

Monday August 17 - 3:14pm
Tuesday August 18 - 5:11pm
Wednesday August 19 - 1:01pm (removed TV cable)
Monday August 24 - 1:07pm
Tuesday August 25 - 1:11pm (removed splitter - cable now direct to outside)
Wednesday August 26 - 1:30pm
Wednesday August 26 – 2:51pm
Thursday August 27 - 1:43pm (called - recording said work completed recently - restarted modem[unplugged/plugged back in] as instructed)
Friday August 28 - 1:50pm (called - agent rebooted remotely - told there are a lot of outages in area)
Saturday August 29 - 2:19pm (called - 25 to 30 minute wait - hung up)
Sunday August 30 - 10:45am
Monday August 31 - 4:55pm (called - setup service call)
Tuesday September 1 - 5:00pm

============================
Wednesday September 2nd - Service tech
Checked cable from outside and by modem
Said replaced ground block outside
Replaced modem
============================

Thursday September 3rd - 3:55pm to 3:56pm
Friday September 4th - 3:42pm
Monday September 7th - 7:06pm
Tuesday September 8th - 1:07pm
Wednesday September 9th - 1:11pm
Thursday September 10th - 1:16pm

============================
Thursday September 10th - Called and escalated

Friday September 11th - Service techs (2)
Gave screenshots of problem to tech
Replaced cable from pole
============================

Saturday September 12th - 4:30pm (upstream lock lost)
Monday September 14th - 4:35pm (upstream lock lost)

 

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Official Employee

Re: Cisco Modem Losing Upstream Lock

I'm really glad you let us know about this, we'd be glad to work on figuring this out for you. I know how vital credit transactions are right now. Please click on my handle (Comcast_[Gina]) and send a private message with your name, the business name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any other pertinent details you haven't already included above, so we can help. 

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New Contributor

Re: Cisco Modem Losing Upstream Lock

Requested info sent.

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Official Employee

Re: Cisco Modem Losing Upstream Lock

 

I appreciate your detailed reply, Jim. I apologize for the connection lose but this is always a great place to talk and get support as we are a dedicated team that is here to help resolve any concern. I promise I will take the right actions to help. I can imagine how inconvenient this is for your business and all users that are trying to get online. My diagnostic check does not show any timeouts, but I can get an appointment scheduled so we can refer work to maintenance if needed. I was wonderland if you have any devices losing connection that connect directly to the modem.

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New Contributor

Re: Cisco Modem Losing Upstream Lock

All equipment is hard wired and I don't lose connection to the modem. Normally when it happens LAN remains connected, WAN is what dies.

 

The only time I lose my LAN connection is if the modem does a complete reboot. But that's expected.

 

Which you can add to the list of when it's gone down:

Tuesday September 15th - 1:15pm (modem reboot on it's own)

 

Times I use in my posts are Eastern time.

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Official Employee

Re: Cisco Modem Losing Upstream Lock

You're awesome, Jim; thank you for so much information! I'll have to ask some questions to make sure that we can schedule a tech. 

Please let us know! And I really appreciate all the data you've provided so far, it's really helpful to us! 
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New Contributor

Re: Cisco Modem Losing Upstream Lock

No to all the questions.

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New Contributor

Re: Cisco Modem Losing Upstream Lock

The same thing just happened at 1:32pm eastern..

 

notlocked.png

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Official Employee

Re: Cisco Modem Losing Upstream Lock

Hi there! I wanted to follow up with to see if you still needed assistance? 

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New Contributor

Re: Cisco Modem Losing Upstream Lock

There are several people that have spoken to me in private messages. So, probably not.

 

But I will continue to post the outages as they happen until they stop happening.

 

It happened again today at 1:37pm Eastern:

notlocked09_19.png

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New Contributor

Re: Cisco Modem Losing Upstream Lock

But I will say that this is getting extremely frustrating. This has been going on for 2 months now with no resolution.

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