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audio issues - modem problem?

Contributor

audio issues - modem problem?

I have internet at 140mbps.  Using an older modem -ARRIS SB6121 that is apparently no longer supported.  Both my wife and I work from home.  Have an ooma telo that works just fine.

The strange thing is, when I am on calls via skype or gotomeeting, without fail, after about 4-5 minutes, I can no longer hear any audio.  THe people on the other end of the call can hear me.  Skype and gotomeeting eventually error out, and I have to reconnect.  My laptop is hardwired with ethernet to the router.  this has been going on for around a month now.  Is it worthwile trying to upgrade to a new modem?

 

THank you for your input!

Leor

Gold Problem Solver

Re: audio issues - modem problem?

If you want to troubleshoot this yourself, please see Connection Troubleshooting Tips. If you still need help, please provide Information Requested for Connection-Related Posts.

If you are using Wifi it's best to switch to an Ethernet cable connection if possible while checking the reliability of your connection to Comcast.

If you can't find the problem or you'd rather have Comcast do the troubleshooting, call them at the phone number on your bill or 1-800-Comcast, or chat with them using the Internet Support option at https://support.xfinity.com/chat. If they can't fix the problem remotely, insist they send a tech out to identify the cause and correct it. Loss of Internet service is often due to a poor connection between your equipment and Comcast's network, usually in or near your home.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit unless you have their Service Protection Plan (https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device, or anything outside your home, you shouldn't be charged.

 

ETA: A note on http://mydeviceinfo.g.comcast.net/device.php?devid=365 says:


Both leased and retail versions of these devices are End of Life (EOL) EOL’d and will no longer be activated on our network. Existing network devices are not affected.
Expert

Re: audio issues - modem problem?

Be advised, that modem is an old 4 channel dinosaur !! As you stated, I too can no longer find it on their "approved" list. Technically you would be better off with a modem that offers more channels to help alleviate any forward path / downstream  congestion issues if that is indeed the problem. Good luck !



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Contributor

Re: audio issues - modem problem?

OK thanks.  Looks like I am shopping for a new modem.  I was shocked at how expensive the high speed modems are around$200.  

Expert

Re: audio issues - modem problem?

Be advised that you should still follow .@BruceW's troubleshooting advice !

 

If you do decide to upgrade your modem, this one will serve you very well for your speed tier !! And it's cheap !;

 

https://www.amazon.com/ARRIS-SURFboard-SB6183-Docsis-Packaging/dp/B00MA5U1FW

 

 



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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Contributor

Re: audio issues - modem problem?

That sure is cheap!   That model does not show up on comcast list of supported modems. Is that just an oversight?

Expert

Re: audio issues - modem problem?

Hmmm... It does here;

 

https://mydeviceinfo.xfinity.com/search

 

https://mydeviceinfo.xfinity.com/device/arris-sb6183-417

 

Good for up to 373 Mbps.



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Contributor

Re: audio issues - modem problem?

oops I missed that.  Just ordered for $65 at best buy.  Will let you all know how it goes!  Thanks again.

Expert

Re: audio issues - modem problem?

IMO, and most I've ever seen here, this is one of the best modems ever made !! I'm using one as we speak and it's been rock solid for years !



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