Contributor
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19 Messages
Arris Surfboard 6190 and Xfinity Issues
I've been having issues with my modem disconnecting consistently. A lot of times 10x a day! Xfinity hasn't been no help and REFUSES to bring out a technician due to Covid. Unacceptable since I've repeatedly contacted them about this issue on several occasions. When I call they say my modem is fine. My modem is 1 year old and my router is 3 months old. My equipment isn't old. Is Xfinity purposely messing up my internet just so I can pay $14/month on their modem? Like seriously!!! I'm tired of dealing with this issue especially since I work from home!
What is the solution? Cancel Xfinity and go to a competitor? Rent out Xfinity's modem? I need HELP!
What is the solution? Cancel Xfinity and go to a competitor? Rent out Xfinity's modem? I need HELP!
jav6joev
Gold Problem Solver
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2.2K Messages
4 years ago
Check your connections to the modem accessible to you. If there is a splitter accessible, it could be bad. You could get a replacement splitter to see if that is the issue.
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EG
Expert
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105K Messages
4 years ago
What do the modem's signal stats look like ? Try getting them here http://192.168.100.1 or here http://10.0.0.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
What is the exact make and model number of the modem ?
Is this a WiFi connection ?
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EG
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105K Messages
4 years ago
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Keesa14
Contributor
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19 Messages
4 years ago
Hi! This is a Wifi connection. The make and model number of the modem are Arris Surfboard SB6190. The router I use is TP-link.
Click on the links below to view the down and upstream. Thanks! 🙂
Status: https://ibb.co/jf6R104
Downstream: https://ibb.co/m0HgHpR
Upstream: https://ibb.co/f2HKTbQ
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jav6joev
Gold Problem Solver
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2.2K Messages
4 years ago
I have that same modem, Arris Surfboard 6190, and haven't had any issues since I got it a couple years ago. Does the 'Event Log' in the modem show any clues?
The SB6190 does NOT provide a WiFi signal, so your TP-Link router connected is providing WiFi. How are you determining the modem is losing Internet connection and not the router connected to the modem? Exactly what is losing internet and what is it connected to?
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Keesa14
Contributor
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19 Messages
4 years ago
Thanks! I went out yesterday and bought a new coax cord and splitter. Unfortunately, it didn't resolve the issue since my internet went out again today. 😞
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Keesa14
Contributor
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19 Messages
4 years ago
Where can I find the "event log". Since I'm using WiFi, my laptop, desktop, and cell phone and all of my other devices connected to WiFi disconnect.
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jav6joev
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2.2K Messages
4 years ago
Log in to your SB6190 and there is/should be an 'Event Log' tab. Same place you got all those stats.
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EG
Expert
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105K Messages
4 years ago
Stealthy edit J............... 😃
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Keesa14
Contributor
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19 Messages
4 years ago
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Keesa14
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19 Messages
4 years ago
What's frustrating is that my coworker who lives within the apartment complex as me hasn't experienced any issues because she's renting an Xfinty modem. I was living in a different building within the complex and was having issues. I moved to a different building within the complex this past weekend and I'm still experiencing issues. I say that to say, I feel like it's not an outside pole issue. It must be one of my equipment but I could be wrong. If all else fails, I'll just deal with paying extra money for Xfinity's box. 😞 I never had these types of issues when I lived in another city last year.
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Keesa14
Contributor
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19 Messages
4 years ago
Thanks! Here are the images to the event log for today:
Event Log_Part 1: https://ibb.co/F84S4cp
Event Log_Part 2: https://ibb.co/TvWJG3q
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jav6joev
Gold Problem Solver
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2.2K Messages
4 years ago
I see NONE of those messages in my SB6190. Maybe an agent can get these logs to Technical Support for investigation. They obviously are suspicious and related to your outages. You might clear the Event Log and the next outage, immediately capture the initial messages if possible.
Searching the internet for 'arris surfboard RCS partial service error', I found this on another forum. The engineer found a port/connection on the street/outside plant to be their issue.
https://community.virginmedia.com/t5/Networking-and-WiFi/Rcs-partial-service/m-p/4065959#M245162
And another one with a similar resolution:
https://www.dslreports.com/forum/r32121249-Cable-modem-events-RCS-Partial-Service-No-Ranging-Response-received-etc
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Keesa14
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19 Messages
4 years ago
I tested out using the ethernet code from the router to my laptop and the internet went out. I was unable to use the internet even being hardwired in with my laptop. 😞
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EG
Expert
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105K Messages
4 years ago
Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.
There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.
You should get a reply here in your topic. Good luck !
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