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Internet Dropout SBG 7600AC2
I have had dropouts of 5-10 seconds to as long as several minutes multiple times/day. It has made Netflix, Peloton, Zoom and loading Facebook pages difficult. I contacted Comcast and they reset the modem and told me there were problems with modem settings that she could see and that I should call Arris. Arris support said the only thing the tech at Comcast can do is resent the Modem and not interrogate settings. The modem was initially set to bridge mode, with signal to my Synology WIFI router. The WIFI is not the issue. There is great signal and this also happens on ethernet plugged into the modem. Arris reviewed touchstone status and advised to turn on WIFI, but not to broadcast it to avoid conflicting WIFI networks signals.
The modem log shows various error messages but the outages are more frequent than the event log shows.
| RCS Partial Service |
| No Ranging Response received - T3 time-out |
| TLV-11 - unrecognized OID |
| CM-MAC | CMTS-MAC | CM-QOS |
| 88:ef:16:69:1e:45 | 00:01:5c:99:b6:5a | 1.1;CM-VER=3.0 |
Status now shows:
Downstream
| DCID | Freq | Power | SNR | Modulation | Octets | Correcteds | Uncorrectables | |
| Downstream 1 | 33 | 657.00 MHz | -5.10 dBmV | 37.36 dB | 256QAM | 3648807330 | 0 | 0 |
| Downstream 2 | 1 | 465.00 MHz | -4.30 dBmV | 37.64 dB | 256QAM | 2269059314 | 13 | 0 |
| Downstream 3 | 2 | 471.00 MHz | -4.40 dBmV | 38.61 dB | 256QAM | 2269111499 | 0 | 0 |
| Downstream 4 | 3 | 477.00 MHz | -4.30 dBmV | 38.61 dB | 256QAM | 2281099458 | 0 | 0 |
| Downstream 5 | 4 | 483.00 MHz | -4.20 dBmV | 38.61 dB | 256QAM | 2289211566 | 0 | 0 |
| Downstream 6 | 5 | 489.00 MHz | -4.30 dBmV | 37.64 dB | 256QAM | 2343059177 | 0 | 0 |
| Downstream 7 | 6 | 495.00 MHz | -4.50 dBmV | 37.64 dB | 256QAM | 2431536425 | 0 | 0 |
| Downstream 8 | 7 | 501.00 MHz | -4.60 dBmV | 37.64 dB | 256QAM | 2416494020 | 0 | 0 |
| Downstream 9 | 8 | 507.00 MHz | -4.60 dBmV | 38.61 dB | 256QAM | 2575435530 | 0 | 0 |
| Downstream 10 | 9 | 513.00 MHz | -4.70 dBmV | 37.64 dB | 256QAM | 2511489972 | 0 | 0 |
| Downstream 11 | 10 | 519.00 MHz | -4.60 dBmV | 38.61 dB | 256QAM | 2923180503 | 0 | 0 |
| Downstream 12 | 11 | 525.00 MHz | -4.70 dBmV | 37.36 dB | 256QAM | 2913135976 | 15 | 0 |
| Downstream 13 | 12 | 531.00 MHz | -4.70 dBmV | 37.64 dB | 256QAM | 2788013398 | 18 | 0 |
| Downstream 14 | 13 | 537.00 MHz | -4.80 dBmV | 37.64 dB | 256QAM | 2781417893 | 6 | 0 |
| Downstream 15 | 14 | 543.00 MHz | -5.00 dBmV | 37.36 dB | 256QAM | 2865680303 | 0 | 0 |
| Downstream 16 | 15 | 555.00 MHz | -4.70 dBmV | 37.36 dB | 256QAM | 2579128726 | 5 | 0 |
| Downstream 17 | 16 | 561.00 MHz | -4.90 dBmV | 37.64 dB | 256QAM | 2732316663 | 10 | 0 |
| Downstream 18 | 17 | 567.00 MHz | -5.00 dBmV | 37.64 dB | 256QAM | 2706255578 | 20 | 0 |
| Downstream 19 | 18 | 573.00 MHz | -5.10 dBmV | 38.61 dB | 256QAM | 3112561093 | 0 | 0 |
| Downstream 20 | 19 | 579.00 MHz | -5.10 dBmV | 37.64 dB | 256QAM | 2652009465 | 4 | 0 |
| Downstream 21 | 20 | 585.00 MHz | -5.20 dBmV | 37.36 dB | 256QAM | 2700414548 | 7 | 0 |
| Downstream 22 | 21 | 591.00 MHz | -5.40 dBmV | 37.64 dB | 256QAM | 2701257043 | 7 | 0 |
| Downstream 23 | 22 | 597.00 MHz | -5.20 dBmV | 37.64 dB | 256QAM | 2831063162 | 2 | 0 |
| Downstream 24 | 23 | 603.00 MHz | -5.10 dBmV | 37.64 dB | 256QAM | 2816941640 | 8 | 0 |
| Downstream 25 | 24 | 609.00 MHz | -5.20 dBmV | 38.20 dB | 256QAM | 2865527013 | 5 | 0 |
| Downstream 26 | 27 | 615.00 MHz | -5.50 dBmV | 38.20 dB | 256QAM | 3385222649 | 1 | 0 |
| Downstream 27 | 26 | 621.00 MHz | -5.20 dBmV | 37.90 dB | 256QAM | 3288541519 | 7 | 0 |
| Downstream 28 | 28 | 627.00 MHz | -5.00 dBmV | 37.90 dB | 256QAM | 3135185385 | 3 | 0 |
| Downstream 29 | 29 | 633.00 MHz | -5.20 dBmV | 37.90 dB | 256QAM | 3292122506 | 0 | 0 |
| Downstream 30 | 30 | 639.00 MHz | -5.10 dBmV | 36.90 dB | 256QAM | 3285813436 | 0 | 0 |
| Downstream 31 | 31 | 645.00 MHz | -4.80 dBmV | 38.20 dB | 256QAM | 3141327931 | 0 | 0 |
| Downstream 32 | 32 | 651.00 MHz | -4.70 dBmV | 38.20 dB | 256QAM | 3139757081 | 6 | 0 |
| Reset FEC Counters |
Upstream
| UCID | Freq | Power | Channel Type | Symbol Rate | Modulation | |
| Upstream 1 | 1 | 35.60 MHz | 48.75 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 2 | 9 | 39.60 MHz | 48.00 dBmV | DOCSIS2.0 (ATDMA) | 1280 kSym/s | 64QAM |
| Upstream 3 | 4 | 16.40 MHz | 48.75 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 4 | 3 | 22.80 MHz | 48.25 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
| Upstream 5 | 2 | 29.20 MHz | 48.00 dBmV | DOCSIS2.0 (ATDMA) | 5120 kSym/s | 64QAM |
This has gone on since signing on with Comcast. They say every it is not from them. When the tech says they can look into the modem and Arris says they can't, how can I get to someone who can send a tech out to address how the modem is losing internet.
Is this more likely a Comcast to modem issue or perhaps a PUMA chipset issue in the SBG7600AC2. Do I need to check out the DOCSIS 3.1 SBG8200 or another modem only product?
Gambit66
Problem Solver
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341 Messages
5 years ago
@mperloe `The Comcast modem needs to be set in Bridge mode if you are using your own WiFi router. Other wise you will have multiple issues to deal with and work out before you find the right solution.
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EG
Expert
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111.5K Messages
5 years ago
The downstream power level is on the low / weak side and the upstream power is on the high side, and they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
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EG
Expert
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111.5K Messages
5 years ago
FWIW, The Arris SBG 7600AC2 should be bridged.
If you are hanging a stand-alone / separate router off of a combo gateway device, and the gateway is not in *bridge mode*, you are cascading 2 routing devices which results in an undesirable "double NAT" condition on your home network.
Google "double NAT" for info about its potential pitfalls.
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mperloe
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4 Messages
5 years ago
I had originally set up with bridge mode, and turned off broadcast. Arris said I needed to turn to regular mode, but turn off broadcast which would avoid double NAT? The dropouts happened with both settings.
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mperloe
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4 Messages
5 years ago
@Gambit66 Could this also be a PUMA chipset issue?
If internal wiring is less than perfect, is that something Comcast/Xfinity can correct or do I found someone else? Do any of these settings suggest this might be an issue with the Comcast CMTS MAC 00:01:5c:99:b6:5a device?
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EG
Expert
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111.5K Messages
5 years ago
No. That would still be double NAT'd
This may or may not be the root cause of the issue but it appears to be a signal / connection quality impairment between your device and the Comcast system. As stated, the power levels need improvement regardless.
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Gambit66
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341 Messages
5 years ago
@mperloe
Yes wiring is also key!
First set your comcast modem to bridge mode if you are using a seperate router. That should fix most of the problems. Plus reset the password to the comcast modem, default log in name is (admin) password (password). Keeps anybody from interfering with it. Make sure you have CAT5e or CAT6 ethernet cables. Make sure cable from wall to modem is good, one that you attach by thred it on, nota slide or push in. When you log into your personal WiFi Router, go to wireless-2.4ghz-professional-performance- max sure it`s at max on both 2.4ghz and 5.ghz if equiped. If you have access to the box, look how old the connection is, make sure it`s tight. Then shutoff/unplug power from router, then modem. Wait 30 sec, and plug modem in first and wait for all lights to come on, then turn router back on. Other than that, If nothing wrong on modem and wiring end, try resetting your router to factory defaults. Hope this helps.
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EG
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111.5K Messages
5 years ago
Yes. Connect it to the coax line and power it up. Let it fully sync up with the system ("DS, "US", and the "Online" lights are steadily lit). Connect a computer to it and open up a browser. You *may* see their "Walled Garden" modem self registration page. If so, follow the screen prompts. Have your mobile telephone number, your Xfinity username and password or the account number and telephone number associated with your Comcast account handy.
If not, try calling 1-855-652-3446. That is their device activation line.
If that doesn't work for you, you can call 1-800-comcast and tell a rep that you would like to have a new modem provisioned for service. Have the RF / CM / HFC MAC address and the serial number of it handy when you call.
Good luck !
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mperloe
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4 Messages
5 years ago
I heard Intel Puma chipset is a cause for concern with dropouts. It was present in the sbg7600ac. Purchased an sbg8200 which does not have the WiFi, and I'll set the new modem as pass through.
Do I have to register the new modem with Comcast to activate with the new MAC?
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