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user_gcno3v
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Thursday, January 11th, 2024 2:08 AM

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Arris SBG6950AC2 - recent purchase for Xfinity .. now cant watch Amazon Prime videos or live TV, also can't access Xfinity.com/stream/

 recently purchased and installed an Arris SBG6950AC2 router/wi-fi cable modem for use on 

Xfinity/Comcast.

 

Now I can’t watch Amazon Prime Live TV or Movies, CBS Live TV, NBC Sports (NBC Sports - news, scores, stats, rumors, videos, and more) etc.  I get an error to contact Amazon customer support… I can watch YouTube videos and access Face Book.

 

I get all the way to the “watch” page and then Amazon aborts the connection or does not connect.

Some websites give the "took too long to respond" message.  Xfinity.com/stream gives the "please clear your cache' message.

I've cleared the cache multiple times.  I went to a friends house without clearing the cache and Xfinity worked no issues.

I verified my *new* home modem/router is working ok to access the internet (ie: watch YouTube, send Gmail email, even purchase items on Amazon.)

 

Any input is greatly appreciated!  I've tried the reset modem, unplug wait 10 minutes, replug the modem, tightened connections, etc

 

Thanks, much, Happy New Year!

 

Charles

modem Ping info

I ping google.com using the modem and it sends google 32 bytes with no error (0% loss).

C:\Users\Unkle Charley>ping google.com

Pinging google.com [2607:f8b0:4006:821::200e] with 32 bytes of data:
Reply from 2607:f8b0:4006:821::200e: time=26ms
Reply from 2607:f8b0:4006:821::200e: time=26ms
Reply from 2607:f8b0:4006:821::200e: time=22ms
Reply from 2607:f8b0:4006:821::200e: time=21ms

Ping statistics for 2607:f8b0:4006:821::200e:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 21ms, Maximum = 26ms, Average = 23ms

  • if I use 1500 for the MTU byte size, google replies 
    • Packet needs to be fragmented but DF set.
    • Packet needs to be fragmented but DF set.
    • Packet needs to be fragmented but DF set.
    • Packet needs to be fragmented but DF set.
  • I tried to step down to 1472 byte size - Request timed out.

If I ping google using the lowest MTU that Arris modem/router will allow using the cmd: ping google.com -f -l 256 
(also tried 512, 1024, etc = any other byte size) I get Request timed out.

C:\Users\Unkle Charley>ping google.com -f -l 256

Pinging google.com [142.251.35.174] with 256 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 142.251.35.174:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss)

Modem status:  16x4 = Arris SBG6950AC2 cable modem/wifi router all in one

Downstream channels

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 447.00 MHz 0.20 dBmV 40.95 dB 256QAM 504268231 2690 17824
Downstream 2 1 423.00 MHz 1.10 dBmV 40.95 dB 256QAM 678543511 2163 17389
Downstream 3 2 435.00 MHz 0.30 dBmV 40.95 dB 256QAM 679435308 2694 17527
Downstream 4 3 441.00 MHz -0.10 dBmV 40.37 dB 256QAM 678572515 2477 17716
Downstream 5 5 453.00 MHz -0.40 dBmV 40.37 dB 256QAM 678926607 1960 18916
Downstream 6 6 459.00 MHz -0.70 dBmV 40.37 dB 256QAM 679648630 2376 17624
Downstream 7 7 465.00 MHz -0.20 dBmV 40.37 dB 256QAM 678856196 2131 18179
Downstream 8 8 471.00 MHz -0.30 dBmV 40.95 dB 256QAM 679822588 2451 18418
Downstream 9 9 477.00 MHz 0.10 dBmV 40.95 dB 256QAM 803922639 2071 18416
Downstream 10 10 483.00 MHz 0.20 dBmV 40.37 dB 256QAM 804765374 2042 17752
Downstream 11 11 489.00 MHz 0.40 dBmV 40.37 dB 256QAM 804275763 2228 17655
Downstream 12 12 495.00 MHz 0.10 dBmV 40.95 dB 256QAM 534459186 2694 17442
Downstream 13 13 501.00 MHz 0.60 dBmV 40.95 dB 256QAM 807893917 2809 17680
Downstream 14 14 507.00 MHz 0.80 dBmV 40.95 dB 256QAM 809688167 2677 17437
Downstream 15 15 513.00 MHz 0.00 dBmV 40.37 dB 256QAM 811343472 1922 18150
Downstream 16 16 519.00 MHz 0.40 dBmV 40.95 dB 256QAM 810725758 2124 17873

Reset FEC Counters

Upstream Channels

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 4 35.60 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 1 16.40 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 29.20 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 

 Status
System Uptime: 0 d: 21 h: 12 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Wed 2024-01-10 12:27:13

 

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Enabled Down ----- [Edited: "Personal Information"]
LAN Port 2 Enabled Down ----- [Edited: "Personal Information"]
LAN Port 3 Enabled Down ----- [Edited: "Personal Information"]
LAN Port 4 Enabled Down ----- [Edited: "Personal Information"]
CABLE Enabled Up ----- [Edited: "Personal Information"]

<end of this post/question>

Question

 • 

Updated 

1 year ago

 • Edited

242

3

0

XfinityJorge

Official Employee

 • 

2.1K Messages

1 year ago

Greetings @user_gcno3v thank you so much for using our Forums and contacting our team. You came to the right place for help, and we are here to see what we can do with your connection concerns. To get started can you send us a DM with your full name and service address? Here's the detailed steps to direct message us: 
• Click "Sign In" if necessary 
• Click the "Direct Message" icon (upper right corner of this page) 
• Click the "New message" (pencil and paper) icon 
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list 
• Type your message in the text area near the bottom of the window 
• Press Enter to send your message
 

0

0

EG

Expert

 • 

110K Messages

1 year ago

@user_gcno3v @XfinityJorge 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

1

0

EG

Expert

 • 

110K Messages

1 year ago

TY ! No worries ! Best of luck with it !

3

0

user_gcno3v

3 Messages

Hello:

Xfinity tech came out and identified the root cause of the problem.
There was a mismatch between the Xfinity MAC address on file and the actual SURFboard modem MAC address at my location. This issue was identified and resolved after about 2-hours of troubleshooting between the Xfinity technician and their support team.
Additionally: The cable connection from the pole to my location is set to be replaced in the near future due to age/wear.

Thanks for your help!

Charles

1 year ago

XfinityDena

Official Employee

 • 

3.2K Messages

@user_gcno3v thank you so much for that update. Is there anything additional I may assist you with today?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

EG

Expert

 • 

110K Messages

@user_gcno3v​ 

My pleasure !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

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