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NoMonitor
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Saturday, November 30th, 2019 3:00 PM

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ARRIS SB6190 - Internet keeps dropping

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

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5 years ago

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Accepted Solution

BruceW

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26.5K Messages

6 years ago

@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.

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NoMonitor

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6 years ago

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NoMonitor

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6 years ago

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NoMonitor

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6 years ago

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;

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NoMonitor

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6 years ago

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

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NoMonitor

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6 years ago

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.

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CCAndrew

Gold Problem Solver

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25.9K Messages

6 years ago

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

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BruceW

Gold Problem Solver

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26.5K Messages

6 years ago

@NoMonitor wrote: HfImgPlcHldr.gif HfImgPlcHldr.gif

 

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

 

HfImgPlcHldr.gif

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.

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CCAndrew

Gold Problem Solver

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25.9K Messages

5 years ago

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

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interupted

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1 Message

5 years ago

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.

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