SBG10 Wired Internet is Intermittent

Hello,

I've been having intermittent internet connectivity issues. I use an Arris SBG10 modem, which has two ethernet ports. My desktop and laptop are connected via ethernet cables to this modem, with each one taking up a port.

This issue happens on both devices. I usually just unplug the modem and replug it in to solve the issue, but this keeps on happening a few times a week.

Last September, I bought this SBG10 modem to specifically solve this issue, which I had with my previous modem that was a ARRIS Surfboard SB6183.

But, it seems the issue is not finally solved because I had no problems with this until last week (when I think you guys increased my internet speed).

These are the following errors when this occurs. Sometimes all of them appears, and sometimes only a few of these appear.

TLV-11 - unrecognized OID

Received REG-RSP while in REG-HOLD1 state

Unicast Ranging Received Abort Response - initializing MAC

No Ranging Response received - T3 time-out

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out

ToD request sent - No Response received

TFTP Request Retries exceeded, CM unable to register

I suspect the issue lies with the modem signal levels, but I'm not sure.

Can you anyone help?

Responses

EG

Expert

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110.1K Messages

1 year ago

Please also copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

0

M

mtsai20

3 Messages

1 year ago

Here they are:

Downstream

	DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	4	471.00 MHz	-0.20 dBmV	43.38 dB	256QAM	43119430	0	0
Downstream 2	1	453.00 MHz	-0.50 dBmV	40.37 dB	256QAM	27666619	0	0
Downstream 3	2	459.00 MHz	-0.30 dBmV	40.95 dB	256QAM	27821692	0	0
Downstream 4	3	465.00 MHz	-0.10 dBmV	40.95 dB	256QAM	27751050	0	0
Downstream 5	5	477.00 MHz	-0.40 dBmV	43.38 dB	256QAM	27752647	0	0
Downstream 6	6	483.00 MHz	-0.60 dBmV	40.95 dB	256QAM	27944310	0	0
Downstream 7	7	489.00 MHz	-0.50 dBmV	40.37 dB	256QAM	27746994	0	0
Downstream 8	8	495.00 MHz	-0.30 dBmV	43.38 dB	256QAM	27971833	0	0
Downstream 9	9	501.00 MHz	-0.30 dBmV	43.38 dB	256QAM	29913384	0	0
Downstream 10	10	507.00 MHz	-0.20 dBmV	43.38 dB	256QAM	29787749	0	0
Downstream 11	11	513.00 MHz	-0.40 dBmV	43.38 dB	256QAM	29822121	0	0
Downstream 12	12	519.00 MHz	-0.80 dBmV	40.95 dB	256QAM	33059346	0	0
Downstream 13	13	525.00 MHz	-0.70 dBmV	40.95 dB	256QAM	25994252	0	0
Downstream 14	14	531.00 MHz	-0.70 dBmV	40.95 dB	256QAM	25893465	0	0
Downstream 15	15	537.00 MHz	-0.70 dBmV	40.37 dB	256QAM	25937820	0	0
Downstream 16	16	543.00 MHz	-0.70 dBmV	43.38 dB	256QAM	25866993	0	0

Reset FEC Counters

Upstream

	UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	18	22.80 MHz	51.50 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	20	35.60 MHz	51.50 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 3	19	29.20 MHz	52.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 4	17	16.40 MHz	52.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM

0

EG

Expert

•

110.1K Messages

1 year ago

The upstream power is too high / out of spec and it may be intermittently fluctuating even farther out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are 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 from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, etc.

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.

Good luck with it !

2

0

M

mtsai20

3 Messages

I do have a Commscope SV-2G splitter, and it is rated for 5-1002 MHz (I also assume its bi-directional). It comes w/the apartment so I can't remove it.

I looked at the coaxial cable and there does actually seem to be a kink/sharp bend in the line. I'll try replacing the cable and see if that fixes my issue.

Does Xfinity give out complementary coaxial cable replacements as it is their cable I'm using?

1 year ago

0

XfinityThomasB

Official Employee

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1.9K Messages

mtsai20 Happy to hear you were able to locate the kink in that coax. You bet, we can easily provide you with a replacement coax at no cost. If you stop down locally, our team would just issue you a 6-foot cable, that is the standard issued length.

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1 year ago

0

Your Home Network

mtsai20

SBG10 Wired Internet is Intermittent

EG

mtsai20

Downstream

Upstream

EG

mtsai20

XfinityThomasB

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