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Friday, April 21st, 2023 4:45 PM

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SB6141 modem code Z00.0 - dropping internet connection

Hi,  The Arris SB6141 log shows this code 2-6 times daily corresponding to when the internet goes out (for a couple of minutes at a time).  This is a recent development.  We have a single coax cable running from the Xfinity box to the modem.  I have checked the connections on both ends and the full length of the cable (no cuts or kinks).  Is this a modem issue or an issue on the Xfinity network.  There was a post about 4 months ago with this same problem, with lots of views, but the dialog went to DM and a resolution was never publicly posted.

thank you.

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2 years ago

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EG

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110.3K Messages

2 years ago

Is there also a router / WiFi in the mix here ?

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user_0f12ef

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5 Messages

2 years ago

Yes, there is.  It is a Google Wifi mesh router system.  I suppose I could disconnect the wifi for a night/day to see it the code Z00.0 is still logged?

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EG

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110.3K Messages

@user_0f12ef​ 

It will still log those WAN side / system errors no matter what is connected to its LAN side. What we are trying to determine is if this is either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. Try connecting a computer directly to the 6141 cable modem and see if you still have drops.

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.

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2 years ago

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CCMartin

Gold Problem Solver

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2.9K Messages

Hello @user_0f12ef

 

I wanted to quickly touch base with you to see if you were able to resolve this issue. I want to make sure the solution is posted publically so anyone else that might run into this issue can find this solution.

Were you able to try out what EG posted? 

 

If not, let us know and our team can help look into this as well. 

I no longer work for Comcast.

2 years ago

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user_0f12ef

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I am not sure I understand the logic of EG's post.  Last night I unplugged the wifi from the back of the modem.  I checked the log this morning and there were two Z00.0 codes during this disconnected time.  Would that not rule out the wifi system as part of the problem?  

Assuming the above correct, then I don't see the point of connecting an ethernet cable directly to the modem (in place of the wifi), since we already ruled the wifi out as part of the problem.  

Or,  is it the case that the Comcast system will throw these error conditions in a perfect system and it is the modem that usually can deal with these error codes quickly enough that the user never even notices them?

Thanks

2 years ago

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CCCrystal1

Problem Solver

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528 Messages

Hello, I hope you are having a great day! Are you still having issues with your modem?

I no longer work for Comcast.

2 years ago

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user_0f12ef

Visitor

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5 Messages

To wrap up.  I ended up replacing the SB6141 with a MB8611.  Seems to have fixed the problem.  Thanks for the input.

2 years ago

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