Cable Modem Reboots Daily After Firmware Update!

[SnirG]

Dear Support, 

Last May my cable modem was rebooted on a daily basis, until I contacted you, & you sent me a new one, with an older firmware version (01.01.117.01.EURO). 

A few days ago, I noticed that its firmware was updated, since its Web UI bugs were solved (now it has version 01.02.037.09.EURO.PC20). 

Today the same problem started again, leaving me without Internet for about 30 minutes! 

Do you think there's a need for a technician to come to fix it once & for all, or you prefer to send me another modem with an old firmware (or maybe you can downgrade my modem)? 

[Wallace]

Hi,

Was this the only reboot so far? Can you observe the situation for a few more days?

Regards

Wallace

[SnirG]

Hi Wallace, 

No, after I opened the case, it got rebooted again (I thought that you can remotely see all my modem reboots, & other info)! 

Last reboot took place today @ 15:50. 

As I already wrote, it wasn't just one reboot, but continuous reboots, so for about 30 minutes I was without Internet! 

[Wallace]

Hi,

can you please perform a factory reset and see if the reboots still occur?

Regards

Wallace

[SnirG]

Hi Wallace, 

Today, @ 12:42, I performed a factory reset. 

I'll update you if the problem persists. 

[SnirG]

Hi  Wallace, 

Update: My modem just rebooted again, @ 13:49, so the factory reset didn't help! 

[SnirG]

Hi Wallace, 

Update: Last night, my modem rebooted again for several times, when the last time was @ 23:04. 

Please update me if I need a technician, or just a firmware downgrade. 

[Moni_GK]

Hello, SnirG,

except for the reboots, the line is fine. Would a free swap be okay with you?

Regards Moni

[SnirG]

Hi Moni, 

This would be the second time that you send me a new modem in 3 months, due to the same problem!
That's why I think there's an issue with my infrastructure, otherwise you'd have gotten many complaints, not just me.

But if you want to send me a new modem, you're welcome to do so. 

Just make sure that the modem you send has an old firmware version (like 01.01.117.01.EURO). 

[Moni_GK]

Hello,

unfortunately I have no influence which device with which firmware will be sent to you.

Greetings Moni