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user_m96jty
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Tuesday, March 11th, 2025 9:25 PM

Intermittent Connection Drops: TLV-11 - unrecognized OID; No Ranging Response received - T3 time-out - Arris SBG7400AC2

My connection drops multiple times per week.  I need to restart my cable modem (power down / power up).   This seems to have started several weeks ago.  I've had this Arris SBG7400AC2 modem for 5 years now without a problem.   I've got an Xfinity technician coming out to have a look but is there anything else that can be done?

Hardware Information
System: ARRIS DOCSIS 3.0 Gateway / Retail
HW_REV: 3
VENDOR: ARRIS Group, Inc.
BOOTR: 2.2.0.45
SW_REV: 9.1.103AA85
MODEL: SBG7400AC2
Serial Number: [Edited: "Personal Information"]
Options:
 Firmware Build and Revisions
Firmware Name: TS0901103AA85_110421_1692.GW
DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 28 525.00 MHz -0.20 dBmV 40.37 dB 256QAM 53974531 0 0
Downstream 2 21 483.00 MHz 0.60 dBmV 40.95 dB 256QAM 56797490 0 0
Downstream 3 22 489.00 MHz 0.40 dBmV 40.95 dB 256QAM 56825487 0 0
Downstream 4 23 495.00 MHz -0.20 dBmV 40.95 dB 256QAM 56772986 0 0
Downstream 5 24 501.00 MHz -0.30 dBmV 40.95 dB 256QAM 56978104 0 0
Downstream 6 25 507.00 MHz 0.40 dBmV 40.95 dB 256QAM 59438322 0 0
Downstream 7 26 513.00 MHz 0.50 dBmV 40.95 dB 256QAM 59594627 0 0
Downstream 8 27 519.00 MHz 0.10 dBmV 40.95 dB 256QAM 59967607 0 0
Downstream 9 29 531.00 MHz -0.40 dBmV 40.95 dB 256QAM 59199653 0 0
Downstream 10 30 537.00 MHz -0.60 dBmV 40.95 dB 256QAM 59793196 0 0
Downstream 11 31 543.00 MHz -0.30 dBmV 40.37 dB 256QAM 59473068 0 0
Downstream 12 32 549.00 MHz -0.40 dBmV 40.95 dB 256QAM 58945382 0 0
Downstream 13 33 555.00 MHz -0.90 dBmV 40.95 dB 256QAM 57008782 0 0
Downstream 14 34 561.00 MHz -1.10 dBmV 40.95 dB 256QAM 57796726 0 0
Downstream 15 35 567.00 MHz -0.70 dBmV 40.95 dB 256QAM 57372927 0 0
Downstream 16 36 573.00 MHz -0.70 dBmV 40.95 dB 256QAM 48251699 0 0
Downstream 17 37 579.00 MHz -0.80 dBmV 40.37 dB 256QAM 63036672 0 0
Downstream 18 38 585.00 MHz -0.90 dBmV 40.37 dB 256QAM 63197865 0 0
Downstream 19 39 591.00 MHz -1.00 dBmV 40.37 dB 256QAM 63267200 0 0
Downstream 20 40 597.00 MHz -0.60 dBmV 40.37 dB 256QAM 63472325 0 0
Downstream 21 41 603.00 MHz 0.20 dBmV 40.95 dB 256QAM 63131494 0 0
Downstream 22 42 609.00 MHz 0.10 dBmV 40.37 dB 256QAM 63391140 0 0
Downstream 23 43 615.00 MHz -0.80 dBmV 40.95 dB 256QAM 62794261 0 0
Downstream 24 44 621.00 MHz -0.60 dBmV 40.37 dB 256QAM 52557312 0 0
Reset FEC Counters

Upstream

UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 3 29.20 MHz 43.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 35.60 MHz 43.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 1 16.40 MHz 43.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 43.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 Status
System Uptime: 0 d: 1 h: 23 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Tue 2025-03-11 13:24:53

Question

 • 

Updated 

29 days ago

 • Edited

24

2

0

XfinityAmandaB

Official Employee

 • 

2.1K Messages

30 days ago

 

user_m96jty I would be happy to take a closer look for you. Thanks so much for taking a moment out of your day to leave a post on our community forum, and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

 

0

0

EG

Expert

 • 

109.7K Messages

29 days ago

@user_m96jty @XfinityAmandaB 

Please circle back here and post any possible solutions for the issue here in these open public 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.

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