Welcome to Comcast Help & Support Forums
Find solutions, share knowledge, and get answers from customers and experts

New to the Community? Start here.

5,514,531

members

49

online now

1,714,983

discussions

Back to Top

How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Member Since: ‎09-11-2012
Posts: 5
Message 1 of 9 (6,285 Views)

How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Hello all. I have a surfboard sbg6580 that frequently drops my wired and wireless internet connection. I have had 2 technicians out to diagnose my problem. The first tightened and replaced some wires inside and out, the second said he couldn't find a problem and pitched me their rental modem. I am hoping someone can help me by diagnosing the data on my modems data page that pops up when the IP is typed in. I don't know what any info in there means, but when the technician looked through it he said it all seemed normal except that the upstream channel id is 1, and their dory modem runs at 6. Hopefully you all can help me find out if the modem is the problem before I have to try another and lose the cash I spent on this one.

8 REPLIES
Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 52,147
Message 2 of 9 (6,263 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 52,147
Message 3 of 9 (6,262 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops


jparavano wrote:

 

I am hoping someone can help me by diagnosing the data on my modems data page that pops up when the IP is typed in. I don't know what any info in there means,


You need to post it..


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.




Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Was your question answered? Mark it as an accepted solution!solution Icon
Did this post help? Why not give it a kudo!!!Kudos Icon
Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Community Icon
I am an XFINITY Forum Expert and I am here to help. Expert Program
Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Member Since: ‎09-11-2012
Posts: 5
Message 4 of 9 (6,244 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Hope this is the relevant info

 

Downstream Bonded Channels
Channel    Lock Status    Modulation    Channel ID    Frequency    Power    SNR    Correctables    Uncorrectables
1    Locked    QAM256    217    591000000 Hz    4.5 dBmV    39.9 dB    14    36
2    Locked    QAM256    218    597000000 Hz    4.7 dBmV    39.9 dB    5    32
3    Locked    QAM256    219    603000000 Hz    4.6 dBmV    39.4 dB    8    28
4    Locked    QAM256    220    609000000 Hz    4.4 dBmV    39.7 dB    6    28
5    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
6    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
7    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
8    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0

Upstream Bonded Channels
Channel    Lock Status    US Channel Type    Channel ID    Symbol Rate    Frequency    Power
1    Locked    ATDMA    1    5120 Ksym/sec    23600000 Hz    34.5 dBmV
2    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
3    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
4    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV

Posted by
Connection Expert

Member Since: ‎12-24-2003
Posts: 52,147
Message 5 of 9 (6,187 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

This may not be the cause of the problem but the upstream power is a bit low. You can't fix this. You should call it in.




Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Was your question answered? Mark it as an accepted solution!solution Icon
Did this post help? Why not give it a kudo!!!Kudos Icon
Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Community Icon
I am an XFINITY Forum Expert and I am here to help. Expert Program
Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Member Since: ‎09-11-2012
Posts: 5
Message 6 of 9 (6,184 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

i will do that. hopefully the 3rd time is the charm.

Posted by
Edited on
‎09-12-2012 11:35 AM

Connection Expert

Member Since: ‎12-24-2003
Posts: 52,147
Message 7 of 9 (6,176 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

[ Edited ]

Are you saying that you've had two tech visits so far ? This needs an actual physical on site intervention.




Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Was your question answered? Mark it as an accepted solution!solution Icon
Did this post help? Why not give it a kudo!!!Kudos Icon
Community Icon
I am not a Comcast employee, I am a paying customer just like you! I am an XFINITY Forum Expert and I am here to help.To learn more about XFINITY Forum Expert program click here.
Community Icon
I am an XFINITY Forum Expert and I am here to help. Expert Program
Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Member Since: ‎09-11-2012
Posts: 5
Message 8 of 9 (6,148 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

yes they have been to my home twice. no luck yet.

Posted by
Frequent Visitor
  • Thank you contributor for your first reply to the community!
 Posting replies is the best way to get involved.
  • Congrats on Posting your first topic!

Member Since: ‎09-11-2012
Posts: 5
Message 9 of 9 (6,093 Views)

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Ok, I called motorola support and they are going to send me a new replacement modem because mine is still under warranty. If this does not six the problem I guess I will talk to them about a refund or a replacement of a diferent type of modem. thanks for your help.