Community Forum

Arris Surfboard SBG6900-AC keeps going in and out...

Xfinity Forum Archive
About the archive project

Xfinity Forum Archive...

This is an archived section of the community.

Content in this area has been identified as outdated or irrelevant.

This change was done in an effort to make the forum easier to use and to keep only the most helpful and recent content active.

Post your questions in the Xfinity Community

Frequent Visitor

Arris Surfboard SBG6900-AC keeps going in and out...

Wondering if anyone has any ideas:

 

I'll unplug the modemd and sometimes it will reconnect but other times, it won't (Power and Receive lights remain solid green, but the send light blinks green and online light is unlit).


Right now I've reset (unplug the coaxial cable and power cable) and the power is solid green, receive and send solid blue, online solid green.

 

I've read one post about changing out your coaxial cable (any recommendations?)

 

 

 

Firmware Version: D30GW-OSPREY-1.5.3.0-GA-00-NOSH

Internet Connection: Connected
Downstream Frequency: 525000000 Hz
Downstream Signal Power: -10.2 dBmV
Downstream Signal SNR: 38.6 dB
Gateway Mode: Routed
Expert

Re: Arris Surfboard SBG6900-AC keeps going in and out...

The downstream power on that channel is weak. Are there any other downstream channel's figures being shown ? What do the upstream power levels look like ?


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!
Frequent Visitor

Re: Arris Surfboard SBG6900-AC keeps going in and out...

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 6 525000000 Hz -10.2 dBmV 38.7 dB 99 17
2 Locked QAM256 1 495000000 Hz -10.4 dBmV 38.7 dB 109 0
3 Locked QAM256 2 501000000 Hz -10.1 dBmV 35.5 dB 42 0
4 Locked QAM256 3 507000000 Hz -10.3 dBmV 35.1 dB 53 0
5 Locked QAM256 4 513000000 Hz -10.7 dBmV 38.4 dB 37 0
6 Locked QAM256 5 519000000 Hz -10.4 dBmV 38.6 dB 89 1
7 Locked QAM256 7 531000000 Hz -10.2 dBmV 38.7 dB 122 25
8 Locked QAM256 8 537000000 Hz -10.3 dBmV 38.6 dB 168 26
9 Locked QAM256 9 543000000 Hz -10.4 dBmV 38.6 dB 127 28
10 Locked QAM256 10 549000000 Hz -10.3 dBmV 38.7 dB 76 23
11 Locked QAM256 11 555000000 Hz -9.9 dBmV 38.9 dB 73 2
12 Locked QAM256 12 561000000 Hz -10.2 dBmV 38.7 dB 14 0
13 Locked QAM256 13 567000000 Hz -10.6 dBmV 38.4 dB 30 0
14 Locked QAM256 14 573000000 Hz -10.6 dBmV 38.4 dB 9 0
15 Locked QAM256 15 579000000 Hz -10.7 dBmV 38.0 dB 13 0
16 Locked QAM256 16 585000000 Hz -10.6 dBmV 38.3 dB 11 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 5120 Ksym/sec 35800000 Hz 54.0 dBmV
2 Locked ATDMA 2 5120 Ksym/sec 29400000 Hz 54.0 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23000000 Hz 54.0 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 16600000 Hz 53.5 dBmV
Expert

Re: Arris Surfboard SBG6900-AC keeps going in and out...

All power levels are out of spec ! That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems.

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.




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!
Frequent Visitor

Re: Arris Surfboard SBG6900-AC keeps going in and out...

Expert

Re: Arris Surfboard SBG6900-AC keeps going in and out...

Why do you think that you need cable ? Have you tried any the tips ?


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!
Frequent Visitor

Re: Arris Surfboard SBG6900-AC keeps going in and out...

There are no coaxial cable splitters. The modem is directly plugged into the plug on the wall. And I've checked the connections for corrosion and fit.
Expert

Re: Arris Surfboard SBG6900-AC keeps going in and out...

O/k I assume that you want to replace your coax jumper then because of your question. Go ahead and try it. That jumper from Amazon is o/k. Be advised that it might not be the cause of the problem. If not, then as stated, get a tech out to investigate.

 

Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. 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!
Expert
Moved:

Re: Arris Surfboard SBG6900-AC keeps going in and out...

Expert
Moved:

Re: Arris Surfboard SBG6900-AC keeps going in and out...