Not able to access the Internet every other month, using Arris SB6183 - Time Warner I

#1
I moved to this neighborhood a few months ago and subscribed to TWC for the first time. I also purchased my own modem, Arris Surfboard SB6183, to avoid the modem leasing fees.

We had an outage in the neighborhood two months ago, and then just last month, Internet stopped working again. A technician was sent to our place, said he smelled something like a "burnt" smell from the modem but I can't tell if it is, and then he proceeded to replace our coax cable. Right after he did that, Internet is working again.

Fast forward to this morning. The online icon is blinking green again, indicating that it's not connected to the Internet. I'm quite frustrated at this song and dance at this point since they can only get someone to come tomorrow, when I'll be working.

I've contacted TWC twice now today: the first one said there's an outage on my block, second TWC rep said later there isn't an outage and went through the whole unplug-and-replug coax cable and power cable, to no avail.

There isn't a spare modem so I can't test whether it's an issue with my modem, or whether TWC support can do something more. Should I contact Tier 3 that I keep hearing about here in the forums?

Here's the status log from my modem:

Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State In Progress Registration Complete
Boot State OK Operational
Configuration File OK
Security Failed Disabled
DOCSIS Network Access Enabled Denied

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 16 369000000 Hz 7.0 dBmV 41.1 dB 0 0
2 Locked QAM256 2 285000000 Hz 6.4 dBmV 40.6 dB 0 0
3 Locked QAM256 3 291000000 Hz 6.4 dBmV 40.7 dB 0 0
4 Locked QAM256 4 297000000 Hz 6.6 dBmV 40.9 dB 0 0
5 Locked QAM256 5 303000000 Hz 6.4 dBmV 40.9 dB 0 0
6 Locked QAM256 6 309000000 Hz 6.7 dBmV 41.0 dB 0 0
7 Locked QAM256 7 315000000 Hz 7.0 dBmV 41.4 dB 0 0
8 Locked QAM256 8 321000000 Hz 7.1 dBmV 41.4 dB 0 0
9 Locked QAM256 9 327000000 Hz 6.8 dBmV 41.1 dB 0 0
10 Locked QAM256 10 333000000 Hz 6.8 dBmV 41.2 dB 0 0
11 Locked QAM256 11 339000000 Hz 7.2 dBmV 41.4 dB 0 0
12 Locked QAM256 12 345000000 Hz 7.0 dBmV 41.3 dB 0 0
13 Locked QAM256 13 351000000 Hz 7.1 dBmV 41.3 dB 0 0
14 Locked QAM256 14 357000000 Hz 6.7 dBmV 41.0 dB 0 0
15 Locked QAM256 15 363000000 Hz 6.9 dBmV 41.2 dB 0 0
16 Locked QAM256 1 279000000 Hz 6.3 dBmV 40.6 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 4 5120 Ksym/sec 37000000 Hz 41.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 24200000 Hz 41.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 30600000 Hz 41.0 dBmV
4 Locked TDMA 1 2560 Ksym/sec 19400000 Hz 40.8 dBmVMy zip code is 11104 if that helps. I'd appreciate any troubleshooting insights and input! Thanks a lot!
 
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