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!
Best answer by SURFboard Moderator
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