We've had a tech out here and he was basically useless. He said he changed some cable ends and said we'd be good to go and 30 minutes later same issue! The weird thing is once we have a connection if we do stuff like stream movies (aka netflix) it'll stay up but once we're done it'll eventually lose connection and the modem will reboot. If I try and run a constant ping I'll see a bunch of timeouts mixed in with good calls and eventually it'll lose DNS (ping to www.google.com is unreachable). Also when things are down our internet phone seems broken too..
Any ideas/help would be appreciated since the comcast guy didn't help us at all today. We called and complained and we're having another tech out in 3 more days!
This makes atleast two of us, within the last few days, reporting the same issue. I got a SB6141 from Amazon just a week ago, and i have had disconnects and automatic modem reboots. Yesterday it reached a peak, with nearly 10 disconnects/reboots by this modem. So, i got frustrated and searched the net. I find that this is a common problem that has been reported for past year or two. And nothing has been done to fix this bug by Arris & comcast working together. So, i am inclined to think that the technical support is not doing their job, in escalation of issues to engineers.
I called into tech support and requested that they make sure that i have the latest firmware. Other than returning this modem, i am not sure what else i can do. I got comcast installation done just 10 days ago, and the guy made sure that my signal is good at my home. Any suggestions ?
Browsing the forum reveals that others who reported this issue in the forum. How do i make sure that my modem is running the latest firmware available ? How do i request a push of firmware (once more) into the modem ? Some more info can be found at this thread : SB6141 Frequent disconnect related thread
Reading through some threads revealed that i can look at the logs of my cablem modem. I see that the modem is repeating the following messages every hour or two..... (i took out the MAC info in order to post here). The signal power is ranging between 1 to 3dBmV. I can post all the data here if needed, but don't want to clutter for now. Please advice how i can reach someone who has authorization to look into tech details, rather than speaking to a phone rep, who pretends to know things.
Apr 15 2017 06:25:14
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21
No Ranging Response received - T3 time-out;CM-MAC=xxxx;CMTS-MAC=xxxx;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15
Cable Modem Reboot due to power reset ;CM-MAC=xxxx;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Finally got a service tech who knew networking. They had to track our issue back to the outside cabling. Apparently up the street there was a line issue affecting my upstream sending. So the issue turned out to definitely be a line issue and NOT a modem related issue so all the modem related suggestions wouldn't help fix me at all. Two of the techs we dealt with didn't even know what I was showing him with the logs etc..
Only took 12 days for them to get it working again. If you end up here thinking you have a modem issue make sure you get comcast to send you out a real tech and not a basic 'cable puller' tech. Once we got a real tech, he only had to spend 15 minutes inside our house and was able to say "it's not your modem it's us". Then he was able to start the real problem resolution we needed.