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