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Intermittent Connection Issues Arris SBG 6700-ac

New Poster

Intermittent Connection Issues Arris SBG 6700-ac

Hello,


I have recently moved to a new location and activated internet service. I am getting intermittent connection issues with a brand new router/modem combo the Arris SBG 6700-ac. It will work for varying amounts of time and then shutt off. I talked to Arris tech support and they said it was a line signal problem. I then talked to comcast and they said it was an activation problem and they fixed it and there should no longer be a problem.

 

When I am having issues, the lights on the router will stay solid briefly for the upstream/downstream data lights, but most flash. Many times the the two lights one will stay solid awhile the other flashes.

 

Signal Information:

Procedure

Status

Acquire Downstream Channel

 

Connectivity State

OK

Boot State

OK

Configuration File

OK

Security

Enabled

DOCSIS Network Access Enabled

Allowed

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR

Corrected

Uncorrectables

1

Locked

QAM256

45

615000000 Hz

-12.0 dBmV

37.5 dB

0

0

2

Locked

QAM256

41

591000000 Hz

-7.2 dBmV

39.9 dB

0

0

3

Locked

QAM256

42

597000000 Hz

-9.2 dBmV

39.4 dB

0

0

4

Locked

QAM256

43

603000000 Hz

-10.1 dBmV

38.6 dB

0

0

5

Locked

QAM256

44

609000000 Hz

-11.4 dBmV

37.9 dB

0

0

6

Locked

QAM256

46

621000000 Hz

-12.9 dBmV

36.9 dB

0

0

7

Locked

QAM256

47

627000000 Hz

-12.0 dBmV

37.2 dB

0

0

8

Locked

QAM256

48

633000000 Hz

-12.1 dBmV

36.9 dB

0

0

 

Upstream Bonded Channels

Channel

Lock Status

US Channel Type

Channel ID

Symbol Rate

Frequency

Power

1

Locked

ATDMA

2

5120 Ksym/sec

36400000 Hz

57.0 dBmV


Diagnostics information

 

 

Mon Sep 14 22:48:21 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:48:04 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:48:04 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:47:37 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:47:37 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:47:10 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:47:07 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:47:06 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:46:28 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:46:28 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:45:57 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:45:57 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:45:25 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:45:25 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:44:51 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:44:51 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 22:38:16 2015

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Mon Sep 14 22:38:05 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:36:44 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:36:44 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:36:34 2015

Notice (6)

WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE

Mon Sep 14 22:36:13 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:36:13 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:35:42 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:35:42 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 22:21:26 2015

Notice (6)

WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE

Mon Sep 14 22:20:30 2015

Warning (5)

ToD request sent - No Response received;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 22:20:22 2015

Warning (5)

ToD request sent - No Response received;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:20:10 2015

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Mon Sep 14 22:19:54 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:19:54 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:19:29 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:19:25 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:19:24 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:18:58 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:18:58 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:18:31 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:18:31 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:18:04 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:18:04 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:17:36 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:17:36 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:17:08 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:17:08 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 22:16:37 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:16:37 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 22:06:20 2015

Notice (6)

WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE

Mon Sep 14 22:05:47 2015

Notice (6)

WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE

Mon Sep 14 22:03:06 2015

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Mon Sep 14 22:02:39 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 22:02:39 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 21:56:03 2015

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Mon Sep 14 21:55:45 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:55:45 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:55:14 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:55:14 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:54:47 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:54:47 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:54:18 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:54:18 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:53:54 2015

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:53:39 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:53:39 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:53:08 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:53:08 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Mon Sep 14 21:52:37 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:52:37 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Mon Sep 14 21:51:42 2015

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Mon Sep 14 21:51:20 2015

Notice (6)

Rng Rsp Abort Status - Reinitialize MAC...

Mon Sep 14 21:51:19 2015

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.1;CM-VER=3.0;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Notice (6)

WiFi Interface [wl1] set to Channel 149 (Side-Band Channel:N/A) - Reason:INIT

Time Not Established

Notice (6)

WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

Unicast Ranging Received Abort Response - Re-initializing MAC;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

No Maintenance Broadcasts for Ranging opportunities received - T2 time-out;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:25:84:57:4e:65;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=3c:36:e4:ff:db:15;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

 

Any and all help or advice would be appreciated.

 

Thanks,

 

Expert

Re: Intermittent Connection Issues Arris SBG 6700-ac

Both the upstream and the downstream power levels are out of spec. In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, 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 5-1000 MHz, bi-directional, and no gold colored garbage from Radio Shack, Home Depot, Target, 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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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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Expert
Moved:

Re: Intermittent Connection Issues Arris SBG 6700-ac

Doesn't sound like the "same" RF signal impairment issue with the connection to the Comcast system. Moved to the WiFi board.

New Poster

Re: Intermittent Connection Issues Arris SBG 6700-ac

I'm not sure about those test results, but I had a similar issue for some devices. To resolve my issues, I turned off auto channel selection in the 2.4 GHz 802.11 Radio Settings.

Haven't had any issues with devices connected to the 5G network, this only affected older devices that couldn't access the 5G network (Windows 7 laptop and older Android device). I have both performance enhancements disabled, but I'm not sure if that affects the issues I was seeing.

 

Make sure you have good signal strength with the channel you choose. I first selected Chanel 11 because it said interference was "Acceptable". However, I found that signal strength was almost zero just a few feet from the router. I switched to Channel 1, and despite having "Severe" interference, had great signal strength.

My hypothesis is that when channel selection is set to auto, it likes to use a channel that appears to have less interference but does not provide enough signal strength to be useable. Maybe this is a bug in the assessment of interference on a given channel. None of my devices, even the ones that could connect to the 5G network, were getting good signal strength on Channel 11.

 

Hope this helps.

Expert

Re: Intermittent Connection Issues Arris SBG 6700-ac

Year and a half old dead thread now being closed...



I am not a Comcast Employee.
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.
Was your question answered? Mark the post as Best Answer!