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Arris sb6190 lost connection

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Arris sb6190 lost connection

Looking for help. Lost internet this morning...had it for about 10-15 minutes and then have had no connection all day. Been on the phone with Comcast and Arris Customer Service. Found various threads regarding my Arris SB6190 modem amd connection issues. Seems that @ComcastElla might've theone to help me. I've done all the hard reset protocols and phone support from comcast and Arris haven useless. Any direction guidance would be greatly appreciated
Expert

Re: Arris sb6190 lost connection

When you have connectivity, what do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is there a router in the mix ?



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New Poster

Re: Arris sb6190 lost connection

Unfortunately I've only had connection briefly this AM and have been without internet the rest of the day. Comcast says the issue is the modem. Arris says the issue is with Comcast. After reset, the download continues to blink...from what I can tell it means there is no connection. There is a separate router in play...Orbi 2 system. Haven't had any problems since I installed it over 1 year ago. Any other tips and tricks?
Expert

Re: Arris sb6190 lost connection

It really would be helpful to see those signal stats..

 

In a self troubleshooting effort to try to obtain better connectivity, 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.



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New Poster

Re: Arris sb6190 lost connection

There is split coming into the house, but it feeds directly to the modem.
I'll verify that as it is the only connection I haven't checked. Thanks for your help.
Expert

Re: Arris sb6190 lost connection

Good luck ! Post the stats when you can.



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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.
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