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I’ve been having internet connection problems for 3 weeks. The SBG10 we have is at least 4-6 months old (from amazon--new) along with the coax cable. I’ve gone to my ISP numerous times with them always saying ‘it’s fine on our end’ but our connection continues to be spotty with internet going in/out and getting kicked off gaming servers all day.  Normal troubleshooting has already included checking cables, doing hard restarts of the entire modem, cables cables cables. The problem persists as my gaming computer and my roommates PS5 (both hard wired into the modem) get knocked out by the internet. 

I’m not very into modems but I am very frustrated and a bit tech savvy. I figured I can peek into the event log and create a constant ping in my cmd window. I found the event logs are relaying a “Loss of Sync” issue. The event logs are a bit behind but ARE showing that when I time out of constant connection in cmd, it shows up in the event logs shortly after as a Sync loss.

 

(edit: CM-MAC information removed by the moderator)

8/10/2023 15:37 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
8/10/2023 15:37 84000700 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
8/10/2023 15:38 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;
8/10/2023 15:39 84000700 5 RCS Partial Service;CM-MAC=**:**:**:**:**:**;CMTS-MAC=**:**:**:**:**:**;CM-QOS=1.1;CM-VER=3.0;

 

I’m also attaching the Upstream/downstream data in case that’s important (I have nooo idea)

Downstream

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 21 903.00 MHz -7.70 dBmV 38.98 dB 256QAM 20383978 9056 106672
Downstream 2 17 879.00 MHz -8.10 dBmV 38.61 dB 256QAM 26293111 0 0
Downstream 3 18 885.00 MHz -8.70 dBmV 38.98 dB 256QAM 26339025 0 0
Downstream 4 19 891.00 MHz -7.60 dBmV 38.61 dB 256QAM 26320479 0 0
Downstream 5 20 897.00 MHz -7.60 dBmV 38.98 dB 256QAM 26282872 0 0
Downstream 6 22 909.00 MHz -7.20 dBmV 40.95 dB 256QAM 23085160 9451 135779
Downstream 7 23 915.00 MHz -7.30 dBmV 38.98 dB 256QAM 22994802 10606 130926
Downstream 8 24 921.00 MHz -7.00 dBmV 38.98 dB 256QAM 23092882 12286 168932
Downstream 9 25 927.00 MHz -7.20 dBmV 38.98 dB 256QAM 26285741 8172 95530
Downstream 10 26 933.00 MHz -7.80 dBmV 38.98 dB 256QAM 26421634 16 0
Downstream 11 27 939.00 MHz -7.20 dBmV 38.98 dB 256QAM 26485770 0 0
Downstream 12 28 945.00 MHz -7.70 dBmV 38.98 dB 256QAM 26418211 0 0
Downstream 13 29 951.00 MHz -8.10 dBmV 38.98 dB 256QAM 20616703 0 0
Downstream 14 30 957.00 MHz -7.50 dBmV 38.98 dB 256QAM 33005453 0 0
Downstream 15 31 963.00 MHz -8.20 dBmV 38.61 dB 256QAM 26317472 0 0
Downstream 16 32 969.00 MHz -8.60 dBmV 38.98 dB 256QAM 26326667 0 0

 

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 17.70 MHz 47.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 36.90 MHz 47.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 30.50 MHz 47.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 24.10 MHz 47.25 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 

I’m not in favor of getting a new modem since this is new but I’d rather hear someone else tell me than my ISP. A tech is coming out tomorrow to finally ‘help’ but I’d like to know if there’s anything more I can do on my end, if it’s the modem itself or if it really is my ISP. Thank you!

Thanks for sharing the cable signal levels.

The values of the cable signal levels are in the acceptable range for SBG10, wherein the downstream Power levels(16 channels) should be +15/-15dbmv and SNR should be more than 33+db.and the Upstream(4 channels) should be 45+dbmv. 

As you are still facing the intermittent issue try the below points:

  • Placing your gateway in the center of your house
  • Don’t place t it behind any electronics or appliances
  • Don’t place it too close to cordless phones (landline not cell), baby monitors, or your microwave
  • Make sure it’s not behind a metal or concrete wall as the signal has a hard time going through them
  • If the Co-axial cable is tight enough and no cuts or loose connections 
  • Try with different ethernet cables(CAT6/7)

The event log is monitored by Internet Service Provider (ISP). Kindly check with them 

 

 

 

 

I’ve had many problems with this modem. Most of the disconnects are the router portion of the modem. A good modem’s network should stay connected regardless, if the internet is connected or not.

 

Type in http://192.168.100.1:8080/ into your browser and see if the menu loads.

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