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SB8200 (COX) drops internet briefly

  • August 9, 2024
  • 5 replies
  • 365 views
K
The Many
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Hello - 

I have an SB8200 running on Cox. We keep getting booted from the internet for short periods of time (10-30 seconds) at random times of the day. Cox has tested everything on their end and says there is no issue they can see. This is a privately owned modem, so they are unwilling to troubleshoot any further. 

 

I pulled the SNR data and have attached the Downstream Bonded and Upstream Bonded readouts: 

The upstream numbers don’t seem to fall in the range specified in the “Cable Signal Levels” document https://arris.my.salesforce-sites.com/consumers/articles/General_FAQs/SB8200-Cable-Signal-Levels

 

Is there anything else I can do to troubleshoot on my end, or anything I can take to Cox to get them to come out? 

 

Thanks so much!

Best answer by Netopia

Since the SB8200 is only cable modem, you can try performing a factory reset by holding down the reset button for 20+ seconds.  You can also try removing splitter incase it’s failing or try connecting to a different coaxial port. 

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5 replies

N
Rockstar!
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  • NetopiaRockstar!
  • Rockstar!
  • Answer
  • August 15, 2024

Since the SB8200 is only cable modem, you can try performing a factory reset by holding down the reset button for 20+ seconds.  You can also try removing splitter incase it’s failing or try connecting to a different coaxial port. 

Current Setup: Sonic Fiber > G54
K
The Many
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  • KestrelThe Many
  • Author
  • The Many
  • August 15, 2024

Hi There - I’ve reset multiple times, traced the line back and there are no splitters that I can find. I finally got into the error log of the modem (weird issue when using chrome, but bing seems to allow it to load properly), and I’m seeing a ton of T3/T4 errors. I have a step attenuator on its way to test out boosting the upstream values

S
Wi-Fi Warriors
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If you are experiencing T3/T4 errors, I would suggest reaching out to your internet service provider for further assistance.

 

SURFboard Community Moderator Team
K
The Many
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  • KestrelThe Many
  • Author
  • The Many
  • October 24, 2024

SOLVED - Cox came out after I bypassed the entire house with a 100’ coaxial direct to the back of the modem and was still getting the disconnects. They put in a ticket to have things adjusted upstream and my internet has been stable since. 

S
Wi-Fi Warriors
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Glad to hear that the issue is resolved!

SURFboard Community Moderator Team
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