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SB6190 - Internet drops out with increasing frequency, all lights remain solid

  • 24 September 2022
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Hello there, can anyone help me interpret my upstream/downstream logs? My internet keeps dropping out with greater and greater frequency it seems. If it’s important, when the internet briefly goes out, the lights on my modem and router remain on/solid. Recently, there are times when it doesn’t connect back automatically and then I have to establish a connection again via my router. I just purchased my router in March of 2021. I received the modem (SB6190) from a friend in 2019 and have had no issues until recently. It looks like the Upstream Bonded Channels are lower than the accepted levels, but I’m not quite sure what that means. I also refreshed the page after 10+ minutes and provided both reports below. For Upstream Bonded Channels on the first report, it shows no readings for channels 1-3. Thanks so much in advance!

 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 37 381.00 MHz 5.10 dBmV 40.37 dB 149 56
2 Locked 256QAM 1 783.00 MHz 2.00 dBmV 38.61 dB 84 1022
3 Locked 256QAM 2 789.00 MHz 1.60 dBmV 37.64 dB 104 914
4 Locked 256QAM 3 795.00 MHz 1.10 dBmV 38.61 dB 13 34
5 Locked 256QAM 4 801.00 MHz 1.50 dBmV 38.98 dB 18 24
6 Locked 256QAM 5 807.00 MHz 1.00 dBmV 37.64 dB 13 27
7 Locked 256QAM 6 813.00 MHz 0.50 dBmV 38.61 dB 8 30
8 Locked 256QAM 7 819.00 MHz 0.90 dBmV 38.61 dB 108 992
9 Locked 256QAM 8 825.00 MHz 0.70 dBmV 37.64 dB 11 25
10 Locked 256QAM 9 831.00 MHz -0.10 dBmV 37.36 dB 32 50
11 Locked 256QAM 10 837.00 MHz 0.20 dBmV 37.64 dB 30 37
12 Locked 256QAM 11 843.00 MHz 0.00 dBmV 37.64 dB 26 12
13 Locked 256QAM 12 849.00 MHz -0.90 dBmV 37.64 dB 21 25
14 Locked 256QAM 13 855.00 MHz -0.50 dBmV 37.36 dB 11 28
15 Locked 256QAM 14 861.00 MHz -0.40 dBmV 37.36 dB 22 23
16 Locked 256QAM 15 867.00 MHz -1.20 dBmV 37.36 dB 25 16
17 Locked 256QAM 16 873.00 MHz -1.00 dBmV 37.36 dB 389 796
18 Locked 256QAM 33 357.00 MHz 4.70 dBmV 40.95 dB 143 94
19 Locked 256QAM 34 363.00 MHz 5.00 dBmV 40.95 dB 146 83
20 Locked 256QAM 35 369.00 MHz 5.00 dBmV 40.37 dB 119 95
21 Locked 256QAM 36 375.00 MHz 4.90 dBmV 40.37 dB 130 65
22 Locked 256QAM 38 387.00 MHz 5.00 dBmV 40.37 dB 144 40
23 Locked 256QAM 39 393.00 MHz 4.70 dBmV 40.37 dB 96 50
24 Locked 256QAM 40 399.00 MHz 4.90 dBmV 40.37 dB 59 72
25 Locked 256QAM 41 405.00 MHz 5.10 dBmV 39.90 dB 106 75
26 Locked 256QAM 42 411.00 MHz 4.90 dBmV 39.50 dB 73 63
27 Locked 256QAM 43 417.00 MHz 4.80 dBmV 39.90 dB 88 51
28 Locked 256QAM 44 423.00 MHz 5.10 dBmV 39.90 dB 107 58
29 Locked 256QAM 45 429.00 MHz 5.00 dBmV 39.90 dB 95 39
30 Locked 256QAM 46 435.00 MHz 5.10 dBmV 39.50 dB 139 49
31 Locked 256QAM 47 441.00 MHz 5.50 dBmV 39.90 dB 96 26
32 Locked 256QAM 48 447.00 MHz 5.30 dBmV 39.90 dB 94 33


>>>

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 ---- ---- 3 ---- 24.00 MHz ----
2 ---- ---- 6 ---- 12.80 MHz ----
3 ---- ---- 4 ---- 17.60 MHz ----
4 Locked ATDMA 2 5120 kSym/s 30.40 MHz 45.50 dBmV
5 Locked ATDMA 1 5120 kSym/s 36.80 MHz 44.75 dBmV

 

Current System Time: Sat Sep 24 00:17:25 2022

------------------------------------------------------------------------------------------------------------------------------------------------------------------------

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel   Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 37 381.00 MHz 4.10 dBmV 40.37 dB 574 4121
2 Locked 256QAM 1 783.00 MHz 1.30 dBmV 38.61 dB 293 2949
3 Locked 256QAM 2 789.00 MHz 0.80 dBmV 37.64 dB 366 1957
4 Locked 256QAM 3 795.00 MHz 0.50 dBmV 37.64 dB 131 1217
5 Locked 256QAM 4 801.00 MHz 0.90 dBmV 38.98 dB 499 1677
6 Locked 256QAM 5 807.00 MHz 0.40 dBmV 37.36 dB 258 2126
7 Locked 256QAM 6 813.00 MHz -0.20 dBmV 38.61 dB 223 2037
8 Locked 256QAM 7 819.00 MHz 0.20 dBmV 38.26 dB 204 2051
9 Locked 256QAM 8 825.00 MHz 0.00 dBmV 37.36 dB 141 1032
10 Locked 256QAM 9 831.00 MHz -0.80 dBmV 37.36 dB 222 1141
11 Locked 256QAM 10 837.00 MHz -0.50 dBmV 37.64 dB 437 1801
12 Locked 256QAM 11 843.00 MHz -0.70 dBmV 37.64 dB 163 1152
13 Locked 256QAM 12 849.00 MHz -1.50 dBmV 37.36 dB 38 99
14 Locked 256QAM 13 855.00 MHz -1.10 dBmV 37.64 dB 148 998
15 Locked 256QAM 14 861.00 MHz -1.10 dBmV 37.64 dB 43 101
16 Locked 256QAM 15 867.00 MHz -1.90 dBmV 37.09 dB 186 2059
17 Locked 256QAM 16 873.00 MHz -1.60 dBmV 37.36 dB 609 2957
18 Locked 256QAM 33 357.00 MHz 3.80 dBmV 40.95 dB 547 4300
19 Locked 256QAM 34 363.00 MHz 4.10 dBmV 40.37 dB 458 4286
20 Locked 256QAM 35 369.00 MHz 4.00 dBmV 40.37 dB 634 3989
21 Locked 256QAM 36 375.00 MHz 3.90 dBmV 40.37 dB 588 4005
22 Locked 256QAM 38 387.00 MHz 4.00 dBmV 40.95 dB 507 3130
23 Locked 256QAM 39 393.00 MHz 3.70 dBmV 40.37 dB 672 3737
24 Locked 256QAM 40 399.00 MHz 3.90 dBmV 40.37 dB 420 4014
25 Locked 256QAM 41 405.00 MHz 4.10 dBmV 39.90 dB 152 674
26 Locked 256QAM 42 411.00 MHz 3.90 dBmV 39.50 dB 90 693
27 Locked 256QAM 43 417.00 MHz 3.80 dBmV 39.50 dB 107 676
28 Locked 256QAM 44 423.00 MHz 4.10 dBmV 39.90 dB 123 685
29 Locked 256QAM 45 429.00 MHz 4.00 dBmV 39.90 dB 139 639
30 Locked 256QAM 46 435.00 MHz 4.10 dBmV 39.50 dB 151 681
31 Locked 256QAM 47 441.00 MHz 4.50 dBmV 39.90 dB 109 655
32 Locked 256QAM 48 447.00 MHz 4.30 dBmV 39.90 dB 108 661

 

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 3 5120 kSym/s 24.00 MHz 35.25 dBmV
2 Locked ATDMA 6 2560 kSym/s 12.80 MHz 36.50 dBmV
3 Locked ATDMA 4 5120 kSym/s 17.60 MHz 36.00 dBmV
4 Locked ATDMA 2 5120 kSym/s 30.40 MHz 37.00 dBmV
5 Locked ATDMA 1 5120 kSym/s 36.80 MHz 37.50 dBmV


 

Current System Time: Sat Sep 24 00:29:47 2022

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Best answer by SURFboard Moderator 30 September 2022, 18:54

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Hello mgjk0021,

 

By checking the information that you provided I can say that these Cable Signal levels are not within range, specifically with the Upstream power levels. For Three or more ATDMA channels, with a symbol rate of 5120 kSym/s they should be between 45 dBmv to 51 dBmV.  When the Cable Signal Levels are not in range you can reset the device, if the issue persists, you will need to contact your service provider so they can adjust these levels for you.

Here’s a link that will provide you the full information:

 

https://arris.secure.force.com/consumers/articles/General_FAQs/SB6190-Cable-Signal-Levels/?l=en_US&fs=RelatedArticle

 

Please let us know if this helped.

SURFboard Community Moderator Team
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