Is there a fix for my problem of routinely having to unplug my SBG10? Too often I have loss of internet and affects all 3 laptops at the worst possible times. Do I need to update something? Change something? Do I need another new router (this one is less than 2 years old) Please help!
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Frequently need to unplug Surfboard SBG10 due to loss of internet
- The Many
Best answer by SURFboard Moderator
The event logs displayed in the interface are related to your Internet service, and ARRIS has no control over them. If there is any issue concerning the service, only your Internet Service Provider can resolve it.
If the problem occurs only over Wi-Fi, we recommend changing the Wi-Fi channels to those with less traffic.
Please refer to the link below for detailed steps on how to change Wi-Fi channels.
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG10-Changing-the-Wi-Fi-Channel
This topic has been closed for replies.
- Wi-Fi Warriors
To help isolate the issue, could you confirm whether the connection drops only over Wi-Fi or if it also occurs on a wired connection?
If it happens on both then we recommend checking the cable signal levels within the gateway. If the signal levels are out of the acceptable range, they can lead to the kind of connectivity issues you're experiencing.
When the signal levels are within the recommended range, your modem can maintain a stable, high-quality connection to the internet
Please refer to the link below for instructions on how to check your cable signal levels:
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG10-Cable-Signal-Levels
If you find that the signal levels are not within the recommended range, we suggest contacting your Internet Service Provider (ISP) to have them reviewed and adjusted as needed.
- The Many
Thank you for your response. All three of my laptops operate on wifi exclusively. I find that removing the power, waiting, turning it back on as a reset solves the problem. The home is quite small; one latptop is right near the modem/router, the other one is about 25 feet and the third one (up in a loft with a half wall) sits also about 20 feet. All within a close range. But I’m pretty tired of having to do this so frequently. This only started being a nuisance as of a couple of months ago.
- The Many
Just checked power levels. All ok. Checked “events” and there are a large amount of events.
| SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; | |||
| 11/13/2025 11:17 | 84000700 | 5 | RCS Partial Service;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/13/2025 20:50 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=5(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/14/2025 18:03 | 73040100 | 6 | TLV-11 - unrecognized OID;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/15/2025 9:23 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/16/2025 15:19 | 84000500 | 3 | SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/16/2025 15:19 | 84000700 | 5 | RCS Partial Service;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
| 11/16/2025 23:06 | 82000200 | 3 | No Ranging Response received - T3 time-out;CM-MAC=(Edited private information);CMTS-MAC=00:90:f0:35:04:00;CM-QOS=1.1;CM-VER=3.0; |
- Wi-Fi Warriors
- Answer
The event logs displayed in the interface are related to your Internet service, and ARRIS has no control over them. If there is any issue concerning the service, only your Internet Service Provider can resolve it.
If the problem occurs only over Wi-Fi, we recommend changing the Wi-Fi channels to those with less traffic.
Please refer to the link below for detailed steps on how to change Wi-Fi channels.
https://arris.my.salesforce-sites.com/consumers/articles/knowledge/SBG10-Changing-the-Wi-Fi-Channel
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