SignorMagnifico's profile
SignorMagnifico
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6 Messages

Fri, Nov 6, 2020 4:00 PM

Re: Router/Modem Keeps Rebooting (Arris SBG10)

Hello,

 

I am also having the same issue with my Arris SBG10 restarting on its own. The problem got worse today, and it restarted about 5 or 6 times throughout the day. I was hoping someone could have a look at my log and let me know if they have any suggestions. Thank you.

 

Unfortunately I cannot figure out how to attach images here, so all I have is a dropbox link.

https://www.dropbox.com/s/wzfysbybejwij61/ModemStatus.JPG?dl=0

https://www.dropbox.com/s/ysy6e9mu685ovpg/ModemLog.JPG?dl=0

 

 

 

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6 Messages

5 m ago

Hey everyone, I just wanted to post an update. After talking both to Arris and to multiple Xfinity reps, the problem was resolved. The Xfinity rep that solved the issue let me know that due to DOCSIS3.1 in my area, it causes issues with the feed coming into the modem. When I replaced the unit with a newer unit that supports DOCSIS 3.1, I stopped having the resets, and the signal numbers are now within the correct parameters. This solved the issue for me, but it may not work for everyone. I'm just letting know what worked for me. I now have an Arris SBG8300, and it has gone an entire month without a single reset. I can say the issue is safely resolved.

BruceW

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22.4K Messages

6 m ago

Your links prompt me to "Sign in". Could you post a link that does not require a login?

 

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6 Messages

6 m ago

Sorry. Links fixed.

Frequent Visitor

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6 Messages

6 m ago

Thanks. I'll add calling to request a tech for things to check. Also, I noticed that under my devices on my account, it says that I have a Motorola SBG1000, which is not the modem I have. Could it be possible that Xfinity is trying to push an unsupported firmware version to my modem due to this? Also, when you say the upstream values are too high, are you referring to the 50.5 value? Looks like max should be 50, right? 

BruceW

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22.4K Messages

6 m ago

Much better, thanks. Downstream signal levels and SNR are OK, but the upstream levels are bordering on too high. They may be going even higher resulting in the rebooting you are seeing. Signal problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely (unlikely), insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

BruceW

Gold Problem Solver

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22.4K Messages

6 m ago


@SignorMagnifico wrote: ... it says that I have a Motorola SBG1000, which is not the modem I have. Could it be possible that Xfinity is trying to push an unsupported firmware version to my modem due to this? ...

It's possible. The SBG1000 is not listed as an approved device on https://www.xfinity.com/support/devices/, so checking with them and having them delete and reprovision the SBG10 might be worth a try.

 


... upstream values are too high, are you referring to the 50.5 value? Looks like max should be 50, right? 

Yes. That value is just out of spec, and the others are uncomfortably close. Their target range for upstream power is +35dBmV to +50dBmV. I think of values between 40 and 45 as the preferred range.

 

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