I have a new Arris SBG8300 and I randomly lose Internet connection. I have tried both a Wireless Adapter and Ethernet. Both do the same thing. Usually in about 20-30 minutes and the time does vary but mostly in 20-30 the Internet connection drops. I have talked to both Arris and Xfinity and Arris said that the QAM Upstream Power level should be between 47-49 for Optimum performance. It requires a Minimum of 45. The power level usually is 45 but sometimes is only 44. Arris said that if there is and fluctuation in the Power where it goes below 45 then it will drop connection. Xfinity sent somebody to check the outside lines and he said they were OK. He also said that he doesn't know why I was told about the power level because 25 to 37 was fine. Not if you read th Arris SBG8300 Specs they Explicitly State that the minimum is 45. I am pretty sure the power level is the problem. How can I get Xfinity to acknowledge that and Boost the Poer level to 47-49 or higher?
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Literally having the same exact issue with the same modem. I have a friend that works in Comcast look at my numbers and said they are fine and I was noticing my power at 41-44 but never the 45 minimum as you said and Arris told me as well. It's worked great for the couple months we've had service and just started doing the drop nonsense since Sunday. I've seen on another thread that the Bay Area, CA is having issues so maybe they are just overworking their network. Everything is fine if I reboot my modem. I've been told by more than one CSR it's my modem but Arris says it's Comcast's service. I've had 11 failures today since Noon and will start the log over before I go to bed.
Sorry to hear you are having the same issue but feel better than I'm not alone. Just wish there were competent people taking a look at the issue.
Having the exact same issues with the same modem. Just upgraded to 1 GB service and upgraded to the SBG8300. Since that change internet drops for 3-5 minutes at a time at random time gaps which are normally less than 1 hour.
The down stream channels are all locked except channel 2 which is not locked. Channel has 559030611 unerrored codewords and has 3735936685 correctable and the same 3735936685 of uncorrectable codewords. All other channels have about 36,000 unerrored codewords and 0 for both correctable and unccorrectable. .
Have had about 10 calls with comcast at this point. Bought a 2nd SBG8300 to see if that was the issue but having the same symptoms. Have had a tech out who checked all wiring and replaced a splitter but nothing has changed.
SBG8300: Troubleshooting Internet Connection
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Here is the link to the Arris Trouble Shooting Guide.
I agree that the problem is the power level from Xfinity.
I have the exact same problem with the exact same modem. The easiest way to get them to fix your problem is to chat with the robot in support, then type "I would like to speak with an agent" twice. Then you will be transfered to a live agent, and you should copy and paste your problem. Hopefully you fill find an agent who sends tech support to your house for cable signal readjustment.
Edit: after a comcast visit, I was provided a splitter to higher the power level to 48-49, and for about 2 days everything was fine, but then then the internet went back to disconnecting randomly
I reached the Done With it point being the Monkey in the middle with Arris and Comcast pointing fingers at each other and leaveing me with disconnects and Router resets every 20 minutes or so. So I ordered the following product. 2 Port HDTV Amplifier for Cable TV Antenna Signal Booster CATV Multimedia Drop Amp with Active Retur...I will see if this resolves the problem and report back. I wont have it for a few days.
I got a second SBG8300 and it's doing the exact same thing. I am sending both back for credit and getting a different model. I am getting 2 devices one a Cble modem and the second a Wireless Router. That should prevent the problem. I think this product line is defective.
@finn111 wrote: ... Arris said that the QAM Upstream Power level should be between 47-49 ...
Arris began saying the this more than a year ago, and it's complete nonsense. Comcast's signal specs are the ones posted in the Connection Troubleshooting Tips Forum article, which says the Upstream Power Level at the modem should be between +35 dBmV and +50 dBmV. Also, +51 dBmV upstream is borderline too high.
The upstream power level is controlled automatically by Comcast's equipment and does not need to be above 45 dBmV. Many customers have service that works perfectly fine with upstream power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. That's because what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast. Comcast reps have no control over this, it's automatic and built into the system.