@Mythen have a look at the following page for timeout explanations:
https://volpefirm.com/docsis_timout_descriptions/
@tester2013, @RC2002, if you can post the downstream and upstream signal levels from the modem's STATUS .... DOCSIS WAN page, we'll have a better idea if the problems are caused by signal levels. Copy the two tables and paste them into a post. The copy and paste process will paste in the text contents of the tables.
Alternatively, you could call tech support and ask the CSR to run signals check on the modem. If there is an issue with out of spec signal levels that should show up in the test, as in the test should fail automatically, leading to a discussion to have a tech visit to sort out the signal issues.
If you have a service disconnect, that is the best time to call tech support. Hopefully the service stays disconnected long enough for the CSR to run a signal check and look at the neighbors modems as well, looking for the same failure cause. Its much easier to troubleshoot when the problem is still on the go, so don't reset the modem, leave it as unless the CSR asks otherwise. And, be aware that a modem restart can hide an ongoing cable issue. The restart will temporarily reconnect the modem, but it won't resolve the underlying issue. That will take a tech visit to resolve.
@tester2013, to me, the OFDM power level looks low compared to others that I've seen. Can you try this. Call tech support and ask the CSR what the CMTS upstream power levels signal to noise ratios are. They should be around 0 dBmV with a signal to noise ratios at or over 25 dB. End to end, I think the usual drop is around 40 dBmV, so, your upstream levels at the CMTS should be around 0 dBmV. That upstream level might be an indicator of problems in the lower frequency spectrum. Also, ask the CSR what his or her opinion is regarding the OFDM power level. I think it needs to come up, but, don't quote me on that on just yet.
Are you running multiple Rogers services, as in Home Phone, Cable TV(s) which would require an inline splitter to provide service to all of the modems?
@RC2002 when it goes down, don't reset the modem. Call tech support and ask the CSR to run a signal check on the modem. See if in fact the CSR can query the modem. I doubt it. Hopefully this will catch the problem when its in progress. You have some variance in the signal levels however, the levels themselves are still in spec. Ask the CSR to check your neighbours modems as well, looking for a common fault. The question is, is this a single cable issue (your), or is it at the local tap or beyond which affects the neighbours as well. The levels themselves aren't terribly bad, they're not great, but where they are shouldn't be causing the service to drop. My guess is the external cable or connectors are failing and require attention. Are you in Toronto by chance? If so, your CMTS should be enabled to run DOCSIS 3.1. That would be good to know, whether or not the CMTS is 3.1 enabled, as your modem shows no signs of running 3.1.
Ok, as I said, leave the modem off-line when it goes down, call tech support to run a signal check and find out if your CMTS has 3.1 enabled. Here's what your signal levels look like. Basically a hockey stick, top end down, starting at the bottom left and angling up at a 45 degree angle to the right, hits a peak at about 650 Mhz and drops down, thats the blade pointing down. The levels should be at 0 dBmV all the way across. If I'm reading the data correctly, it looks like the OFDM channel typically runs in the 275 Mhz range, and if so, with your signal levels dropping off the chart at the low end, maybe the modem is fighting the signal levels, trying to maintain comms on the OFDM 3.1 channel and failing to do so. Thats my best guess at this point. This would be worth asking @RogersDave to have a look at. Follow that link, use the "send this user a private message" on the right and include your modems MAC address and serial number. Ask Dave to have a look at your signal levels and 3.1 status on the CMTS and see if something comes up.
Ok, here's the plot. One of the mods will have to approve it for public release.
@tester2013 your signal levels don't look bad, but, the OFDM channel might be low. I don't know enough about the acceptable ranges yet, but, if you were running DOCSIS 3.0 I wouldn't expect any issues. There is always the possibility of the external cable failing, whether its blowing around in the wind for an overhead cable or if its subject to water ingress for an underground cable. The cable itself will appear normal except for sporadic outages, eventually the outages get worse.
The other consideration here is DOCSIS 3.1. Maybe the tech will have to get creative to ensure that the internet modem has the least amount of signal drop from house entry to the modem. There are different ways to do that, so its up to the tech to consider all of the other modems in the house and determine the best way to run the internet modem.
No Rogers Home Phone or Cable TV? If thats the case, I would expect all of the downstream signal levels to be higher, at or above 0 dBmV. The upstream channels would also drop in that case. It will be interesting to see what the tech can do.
Ok, in that case the one port marked -3.5 db should be used for the internet modem, straight to the modem without any further splits, and the other two ports, marked -7 dB would be used for the cable modems. With that configuration the internet cable ends up with the least amount of signal drop enroute to the modem.
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