High Disconnect Rate

Hello,

I've been having intermittent disconnection issues starting about 5 days ago. I've done what I can as far as basic troubleshooting is concerned (rebooting devices, checking cables, etc.), yet the issue remains.

Currently using a SurfBoard SB6141 Cable Modem and Asus router. I've checked the logs on the modem and found this error show up each time the internet drops:

No Ranging Response received - T3 time-out;

The SNR on each channel ranges from 36 dB to 39 dB.

Upstream Power levels are at a steady 46 dBmV to 47 dBmV.

I feel like I've ruled out everything except the modem itself being defective. Unfortunately I do not have another modem to test out at this time without purchasing a new one. What should my next step be here?

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Responses

MCiti

Regular Visitor

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5 Messages

5 years ago

The constant downstream power while my internet is currently having high latency spikes is -4 dBmV on each channel.

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MCiti

Regular Visitor

•

5 Messages

5 years ago

This issue is still ongoing, and very inconsistent.

I replaced the old SurfBoard modem with a more current model that is also supported by Comcast and friends (SB8200). The old modem was showing me other reasons to feel like it was a good time to replace it so I went for it. So far the only change to this issue is that the new modem recovers faster than the old one. Nothing else has changed.

I've tried calling for support but I continuously get the reboot request and never get beyond that. So unless I'm missing something this is my only other method of getting my call for help out there.

Edit: These screenshots were taken immediately after a manual reboot.

Downstream channels: https://imgur.com/iGw7tdR

Upstream channels: https://imgur.com/68LgHXz

Event Logs: https://imgur.com/zxHvxJV

Something is clearly happening and I'm not sure what else to do at this moment.

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