ARRIS SB6190 - Internet keeps dropping

[NoMonitor]

Hello all, 

This is my third Surfboard modem after ethernet port failures on the previous two and I am now having issues with this one.

For some reason the internet keeps dropping on my SB6190.  All of the lights stay lit up properly but, even directly plugged into my PC there is no internet.  This happens randomly and I am not sure where else to turn.  

I have done a hard reset on the modem and I'm waiting to hear back from Arris.  As far as I can tell, firmware updates are pushed directly from Comcast so I can't even manually reflash it.

Thanks,

NoMonitor

[BruceW · Accepted solution]

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@NoMonitor wrote: ... even directly plugged into my PC there is no internet. ...

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When you change the device a modem is connected to , you need to reboot the modem. Did you do that?

Network problems are often due to poor coax connections, usually in or near your home.

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts, especially downstream power levels and SNR, upstream power levels, and error log.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or or use one of the options on https://www.xfinity.com/support/contact-us/. If they can't fix the problem remotely, 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.

[NoMonitor]

[NoMonitor]

[NoMonitor]

Thanks for the response.  My last two posts contain most of what you requested.  The Arris tech I spoke to told me that my upstream power level is out of spec for the modem which may be causing the problem.  I ordered a new wall plate.  If that doesn't work, I will order new coax between the wall plate and the modem.  If that doesn't work I might try a power boost on the line but I don't really feel like spending $50'ish on one.   We shall see unless you have other suggestions. 

Comcast customer service was worthless.

[NoMonitor]

Event Log

The table below contains the log of events that the SB6190 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Time	Priority	Description
Thu Jan 01 00:44:15 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:44:38 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:45:52 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:46:16 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:47:29 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:47:50 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:48:46 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:49:09 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:50:13 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:50:37 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:51:49 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:52:11 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:53:20 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:53:43 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:54:59 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:55:25 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:56:16 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:56:38 1970	3	No Ranging Response received - T3 time-out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Thu Jan 01 00:57:30 1970	3	Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;
Mon Dec 02 22:12:43 2019	6	TLV-11 - unrecognized OID;CM-MAC=f8:2d:c0:9b:ba:89;CMTS-MAC=00:01:5c:7c:b8:4c;CM-QOS=1.1;CM-VER=3.0;

[NoMonitor]

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	32	669.00 MHz	-4.90 dBmV	38.61 dB	0	0
2	Locked	256QAM	1	483.00 MHz	-4.30 dBmV	40.37 dB	7	0
3	Locked	256QAM	2	489.00 MHz	-4.40 dBmV	38.98 dB	23	0
4	Locked	256QAM	3	495.00 MHz	-4.80 dBmV	38.98 dB	20	0
5	Locked	256QAM	4	501.00 MHz	-4.60 dBmV	38.61 dB	1	0
6	Locked	256QAM	5	507.00 MHz	-4.30 dBmV	38.98 dB	0	0
7	Locked	256QAM	6	513.00 MHz	-4.70 dBmV	38.98 dB	1	0
8	Locked	256QAM	7	519.00 MHz	-4.60 dBmV	38.98 dB	1	0
9	Locked	256QAM	8	525.00 MHz	-4.80 dBmV	38.98 dB	0	0
10	Locked	256QAM	9	531.00 MHz	-4.40 dBmV	38.98 dB	0	0
11	Locked	256QAM	10	537.00 MHz	-4.60 dBmV	38.98 dB	1	0
12	Locked	256QAM	11	543.00 MHz	-4.60 dBmV	38.98 dB	2	0
13	Locked	256QAM	12	549.00 MHz	-4.50 dBmV	38.98 dB	0	0
14	Locked	256QAM	13	555.00 MHz	-4.90 dBmV	38.98 dB	0	0
15	Locked	256QAM	14	561.00 MHz	-4.20 dBmV	38.98 dB	8	0
16	Locked	256QAM	15	567.00 MHz	-5.00 dBmV	38.98 dB	19	0
17	Locked	256QAM	16	573.00 MHz	-5.20 dBmV	38.98 dB	0	0
18	Locked	256QAM	17	579.00 MHz	-4.90 dBmV	38.61 dB	0	0
19	Locked	256QAM	18	585.00 MHz	-5.10 dBmV	38.98 dB	0	0
20	Locked	256QAM	19	591.00 MHz	-4.90 dBmV	38.98 dB	0	0
21	Locked	256QAM	20	597.00 MHz	-5.60 dBmV	38.98 dB	0	0
22	Locked	256QAM	21	603.00 MHz	-4.90 dBmV	38.98 dB	0	0
23	Locked	256QAM	22	609.00 MHz	-4.70 dBmV	38.98 dB	0	0
24	Locked	256QAM	23	615.00 MHz	-4.70 dBmV	38.61 dB	0	0
25	Locked	256QAM	24	621.00 MHz	-4.80 dBmV	38.90 dB	0	0
26	Locked	256QAM	25	627.00 MHz	-5.20 dBmV	39.20 dB	0	0
27	Locked	256QAM	26	633.00 MHz	-4.60 dBmV	38.90 dB	0	0
28	Locked	256QAM	27	639.00 MHz	-4.40 dBmV	39.50 dB	0	0
29	Locked	256QAM	28	645.00 MHz	-5.00 dBmV	39.20 dB	0	0
30	Locked	256QAM	29	651.00 MHz	-5.40 dBmV	38.90 dB	0	0
31	Locked	256QAM	30	657.00 MHz	-5.20 dBmV	38.90 dB	0	0
32	Locked	256QAM	31	663.00 MHz	-4.50 dBmV	39.20 dB	0	0

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 kSym/s	29.40 MHz	54.00 dBmV
2	Locked	ATDMA	3	5120 kSym/s	23.00 MHz	54.00 dBmV
3	Locked	ATDMA	1	5120 kSym/s	35.80 MHz	54.00 dBmV

Current System Time: Mon Dec 02 23:04:03 2019

[CCAndrew]

Your upstream channels are too high and your downstream channels are getting close to being out of spec (too low). How much other equipment (video) do you have? Are there extra splitters that you can remove and help realign those levels? If not, having a tech out to troubleshoot may be a good thing

[BruceW]

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@NoMonitor wrote:

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The images you posted aren't visible. They all look like this:

This is probably because you are a new poster and the images require moderator approval. That could take a while. If the images contain information that you didn't later post in text form, you could upload the images to a file sharing site and post links to them here, or post text instead of an image. Otherwise, see my reply on 11-30 and @CCAndrew's today, 12-3.

[interupted]

I have the same problem. So far I've had 3 technician visits and 1 new outside line dropped.

I find that besides the internet dropping, the TV also pixelates, especially on some channels (e.g. motortrend is very bad). The last technician blamed my inside wiring to the main X1 box although was tested by the first technician and confirmed as ok. He also recommended updating the access point software but that won't change the visible pixelation. I've now tested 2 other lines for pixelation with the same result. The next test will be directly from outside line to cable box to tv to determine if the inside cables have any impact at all.

I'm beginning to think that the problem is with the network failing.

[CCAndrew]

10 month old dead thread closed, make your own detailed thread, look at the posts in this very thread of what information to include