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Internet connection keeps dropping randomly

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Frequent Visitor

Internet connection keeps dropping randomly

Hello!

 

I have an Arris Surfboard SB6183 which is connected directly to the wall coaxial cable. I also have a separate router, and they are both relatively new as in less than a year old (~8 months). It is definitely not the router because the modem lights are the ones turning off.  I have had this problem multiple times, and I have had multiple technicians come to "fix" this specific issue more than 3 times over the past year. I wasn't losing connection for maybe 5 months since the last technician vist, but I started losing connection again this week. 

 

On the modem, I should have 2 blue lights which shows that the upstream and downstream channels are bonded which means I am getting high-speed internet, and that is what I usually get when my internet doesn't mess up. However, today it has stopped showing the upstream blue light, and it now has a green light. 

 

Here are the logs for the disconnections (https://pastebin.com/zXP1uPdy)

 

Here is the status of the channels and such for the modem but this status is when only the downstream channel has bonded but the upstream has not when it is supposed to have both channels bonded (https://pastebin.com/Emh6uWvW)

 

I will try to post a status of the channels when both are properly bonded and I have 2 blue lights, but right now, it is just the downstream channel that is displaying a blue light.

 

Please help me determine the root of the problem. My last resort is to call a technician because they always say the same script, and it always leads to the same temporary solutions. Help would be appreciated. Thank you.

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Expert

Re: Internet connection keeps dropping randomly

The upstream power is too high / out of spec and it may be intermittently fluctuating even higher out of spec . That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, the un-bonding of channels and latency problems.

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 5-1002 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 get the techs re-involved until it is fixed properly.



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Diamond Problem Solver

Re: Internet connection keeps dropping randomly

Adding to @EG, per the upstream power, only 1 frequency is showing, there should be 3 possibly 4 of them.

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Expert

Re: Internet connection keeps dropping randomly


@CCAndrew wrote:
Adding to @EG, per the upstream power, only 1 frequency is showing, there should be 3 possibly 4 of them.

Yes. Upstream channel / return path impairments can cause the un-bonding of channels as stated.



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We ask that you post publicly so people with similar questions may benefit from the conversation.
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New Poster

Re: Internet connection keeps dropping randomly

I was ready to cancel my account. Called for tech support but only got attempt to up sell. This response helped me find places to reduce splits. It appears that this has already stabilized my internet connection. Time will tell. Hopefully, I won't have to perform my daily Arris reset to get the Modem/Router to stay connected long enough to watch an entire Nexflix movie!
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New Poster

Re: Internet connection keeps dropping randomly

I have the same problem, I am using Comcast's own gateway. How's your connection now?