Tech resets modem and problem is fixed for about one day. The tech says all he does is reboot the modem. I've tried this but it does not reboot. The system has a separate internet modem. Any solutions?
Re: ComCast phone w/ DHG535-2 modem: No dial tone.
Hey, a little late on this one, im actually working atm at comcast on tech suppport and came across this posting, if you look on the back of the modem, there is a small hole, for a pen or a pin, that is how you would reset it, if you are just pulling out the power, that will not do much.. as there is a back up battery in the modem that kicks in so you dont lose your phone.
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I just had a tech out yesterday regarding this problem on a TM402 - restarts under high network saturation (big uploads or downloads). According to the tech, this is a know issue. Comcast upgraded their network to support multiple carriers (called channel bonding) dynamically. Due to this upgrade, when your modem is demanding high bandwidth for large downloads, essentially, it requests an additional carrier (or channel)...when that request is initiated, the modem's hardware (and firmware) can't connect to more than one channel at a time, therefore, it "gets confused" and restarts itself to attempt to fix the problem. I upgraded to the TM602, and the problem is still there. This is because the channel bonding feature requires a Docsis 3.0 capable modem. The Arris TM702 is the first in the Arris line to offer docsis 3.0. I called Comcast and they are upgrading me to the Arris TM702 (which is a 50M down/10M up service, btw) for an additional $30/month - well worth it for the stability which I require.
As far as Comcast saying that it's fine, call them back with the information I provided, and ask to get you to a tech who can better service your needs...unfortunately, the "tier 1" techs don't have a clue.
My RCA DCM425C from Comcast had the same problem when I came home Saturday, 11/14/09 (coincidentally the same day you posted). Had been working fine - cable TV still works fine including On Demand, etc. The Internet light was blinking. Occasionally I'd see it try to work from one light to three or four, but it always came back to one. Called Comcast, they said their side showed "no signal". Sent out a tech today. He replaced the cable modem, reprovisioned it (I guess if I had a backup ready I could have done the provisioning over the phone maybe?)), everything's great. Lasted about a year and a half. When I logged in via http://192.168.100.1, it said it was still in Step 1 of 5 ("Tuning"), and the logs showed a whole bunch of errors on Saturday that stopped after that. Diagnostics would always freeze the built-in web server and require reboot.
I work for time warner in a area the used to be comcast...honestly ive seen this issue a few time it ends up being fixable but a pain to get there..it is probably in their network and your call has to be escalted to a certain point before this happens. we are responsible for every call we do so if you keep calling eventually it can get fixed but call as much as you can. or get another company...lol hope this will help but there is nothing you can do except annoy the **** out of them untill it gets fixed
Look at the log on your 4100. Select "keep log on restart". Look for log outs and about 4 steps down Log ins (mine were about 20 seconds apart). See if your modem reset (watch your lights) coincides with taking your phone off hook. Take phone off hook for about 20 seconds until you loose dial tone (mine would reset at this point about 50% of the time and show several log off-on in the log. My phone company tech (SBC/AT&T) said that there engineering department had them install some line equipment at drop site that caused this problem. If you can do something to force the reset, then you'll get some action by your telco. Otherwise the testing they do will not show a problem. If this does not work, contact your state PUC. Your phone company will be more cooperative when they are contacted by the PUC.