mperloe's profile

New Poster

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4 Messages

Mon, Jan 4, 2021 9:00 AM

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-MACCMTS-MACCM-QOS
88:ef:16:69:1e:4500:01:5c:99:b6:5a1.1;CM-VER=3.0

Status now shows:

Downstream

 DCIDFreqPowerSNRModulationOctetsCorrectedsUncorrectables
Downstream 133657.00 MHz-5.10 dBmV37.36 dB256QAM364880733000
Downstream 21465.00 MHz-4.30 dBmV37.64 dB256QAM2269059314130
Downstream 32471.00 MHz-4.40 dBmV38.61 dB256QAM226911149900
Downstream 43477.00 MHz-4.30 dBmV38.61 dB256QAM228109945800
Downstream 54483.00 MHz-4.20 dBmV38.61 dB256QAM228921156600
Downstream 65489.00 MHz-4.30 dBmV37.64 dB256QAM234305917700
Downstream 76495.00 MHz-4.50 dBmV37.64 dB256QAM243153642500
Downstream 87501.00 MHz-4.60 dBmV37.64 dB256QAM241649402000
Downstream 98507.00 MHz-4.60 dBmV38.61 dB256QAM257543553000
Downstream 109513.00 MHz-4.70 dBmV37.64 dB256QAM251148997200
Downstream 1110519.00 MHz-4.60 dBmV38.61 dB256QAM292318050300
Downstream 1211525.00 MHz-4.70 dBmV37.36 dB256QAM2913135976150
Downstream 1312531.00 MHz-4.70 dBmV37.64 dB256QAM2788013398180
Downstream 1413537.00 MHz-4.80 dBmV37.64 dB256QAM278141789360
Downstream 1514543.00 MHz-5.00 dBmV37.36 dB256QAM286568030300
Downstream 1615555.00 MHz-4.70 dBmV37.36 dB256QAM257912872650
Downstream 1716561.00 MHz-4.90 dBmV37.64 dB256QAM2732316663100
Downstream 1817567.00 MHz-5.00 dBmV37.64 dB256QAM2706255578200
Downstream 1918573.00 MHz-5.10 dBmV38.61 dB256QAM311256109300
Downstream 2019579.00 MHz-5.10 dBmV37.64 dB256QAM265200946540
Downstream 2120585.00 MHz-5.20 dBmV37.36 dB256QAM270041454870
Downstream 2221591.00 MHz-5.40 dBmV37.64 dB256QAM270125704370
Downstream 2322597.00 MHz-5.20 dBmV37.64 dB256QAM283106316220
Downstream 2423603.00 MHz-5.10 dBmV37.64 dB256QAM281694164080
Downstream 2524609.00 MHz-5.20 dBmV38.20 dB256QAM286552701350
Downstream 2627615.00 MHz-5.50 dBmV38.20 dB256QAM338522264910
Downstream 2726621.00 MHz-5.20 dBmV37.90 dB256QAM328854151970
Downstream 2828627.00 MHz-5.00 dBmV37.90 dB256QAM313518538530
Downstream 2929633.00 MHz-5.20 dBmV37.90 dB256QAM329212250600
Downstream 3030639.00 MHz-5.10 dBmV36.90 dB256QAM328581343600
Downstream 3131645.00 MHz-4.80 dBmV38.20 dB256QAM314132793100
Downstream 3232651.00 MHz-4.70 dBmV38.20 dB256QAM313975708160
Reset FEC Counters

Upstream

 UCIDFreqPowerChannel TypeSymbol RateModulation
Upstream 1135.60 MHz48.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 2939.60 MHz48.00 dBmVDOCSIS2.0 (ATDMA)1280 kSym/s64QAM
Upstream 3416.40 MHz48.75 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 4322.80 MHz48.25 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM
Upstream 5229.20 MHz48.00 dBmVDOCSIS2.0 (ATDMA)5120 kSym/s64QAM

 

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? 

 

Responses

Gambit66

Problem Solver

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316 Messages

5 m 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.

EG

Expert

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87.1K Messages

5 m 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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87.1K Messages

5 m 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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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? Mark the post as Best Answer!tick

New Poster

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4 Messages

5 m 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. 

New Poster

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4 Messages

5 m 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?

EG

Expert

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87.1K Messages

5 m ago


@mperloe wrote:

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. 


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

Problem Solver

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316 Messages

5 m 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.

EG

Expert

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87.1K Messages

5 m ago


@mperloe wrote:

Purchased an sbg8200 which does not have the WiFi, and I'll set the new modem as pass through. 

The 8200 is a straight cable modem. There is no router component. It's already just a bridge / passthrough. You'll need to use a router with it for your home networking needs.

 

Do I have to register the new modem with Comcast to activate with the new MAC?


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 !

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? Mark the post as Best Answer!tick

New Poster

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4 Messages

5 m 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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