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SBG10 Intermittent Service Gateway Rebooting/Reconnecting

  • 15 September 2023
  • 5 replies
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Hey everyone! Like many I’ve tried to trouble shoot online, with no luck. My SBG10 is having some intermittent connectivity issues. When this happens, the SBG10 reboots itself and reconnects and restores service automatically after a few moments. This would be fine but I work from home and it is resulting in a lot of dropped calls. This issue started on 9/11, the same day there was an ISP outage for unplanned service maintenance, which makes me think something on their end got wonky. PC is hardwired in, not on Wifi, though everything that is connected to SBG10 drops service as well. This happens maybe 4-5 times a day. 

I’ve talked to the ISP twice who say that everything is fine on their end. Checked the coax cables to make sure they are snug, removed the only splitter I had and plugged the modem directly into the coax coming from outside. Same results. Not sure what else I can do here, other than get some second opinions. If it comes down to needing a new modem, that’s fine. I’d just rather cover all my bases before spending the money. 

 

Any help is appreciated. Thanks for taking the time to check out this issue!

 

Here are the things I’ve seen other folks posting: 

Downstream

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 37 669.00 MHz 6.40 dBmV 40.37 dB 256QAM 16024018 0 0
Downstream 2 29 621.00 MHz 5.50 dBmV 38.98 dB 256QAM 11959725 18 0
Downstream 3 30 627.00 MHz 6.10 dBmV 40.37 dB 256QAM 20986259 20 0
Downstream 4 31 633.00 MHz 6.30 dBmV 38.98 dB 256QAM 21101908 6 0
Downstream 5 32 639.00 MHz 6.50 dBmV 38.98 dB 256QAM 21087850 9 0
Downstream 6 33 645.00 MHz 6.50 dBmV 38.98 dB 256QAM 11152227 0 0
Downstream 7 34 651.00 MHz 6.30 dBmV 38.61 dB 256QAM 17569005 0 0
Downstream 8 35 657.00 MHz 6.40 dBmV 38.98 dB 256QAM 17513447 0 0
Downstream 9 36 663.00 MHz 6.50 dBmV 40.37 dB 256QAM 17613664 0 0
Downstream 10 38 675.00 MHz 6.80 dBmV 38.61 dB 256QAM 12153383 0 0
Downstream 11 39 681.00 MHz 6.90 dBmV 38.98 dB 256QAM 12287714 0 0
Downstream 12 40 687.00 MHz 7.10 dBmV 38.98 dB 256QAM 12169711 0 0
Downstream 13 41 693.00 MHz 7.30 dBmV 38.98 dB 256QAM 10118162 0 0
Downstream 14 42 699.00 MHz 7.30 dBmV 40.95 dB 256QAM 14620015 0 0
Downstream 15 43 705.00 MHz 7.40 dBmV 38.98 dB 256QAM 14653133 0 0
Downstream 16 44 711.00 MHz 7.50 dBmV 40.37 dB 256QAM 14794389 0 0

Reset FEC Counters

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 4 16.40 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 3 22.80 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 2 29.20 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 1 35.60 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 

 

Date Time Event ID Event Level Description
8/22/2023 14:28 84000700 5 RCS Partial Service;
8/22/2023 14:28 84000500 3 SYNC Timing Synchronization failure - Loss of Sync;
8/22/2023 14:28 84000700 5 RCS Partial Service;
8/23/2023 3:38 82000200 3 No Ranging Response received - T3 time-out;
8/28/2023 13:42 84000700 5 RCS Partial Service;
8/29/2023 13:28 82000200 3 No Ranging Response received - T3 time-out;
8/30/2023 22:27 84000700 5 RCS Partial Service;
9/1/2023 1:45 82000200 3 No Ranging Response received - T3 time-out;
9/2/2023 5:27 84000700 5 RCS Partial Service;
9/9/2023 4:19 82000200 3 No Ranging Response received - T3 time-out;
9/11/2023 2:38 84000700 5 RCS Partial Service;
9/11/2023 7:12 73040100 6 TLV-11 - unrecognized OID;
9/11/2023 14:28 84000700 5 RCS Partial Service;
9/11/2023 14:53 73040100 6 TLV-11 - unrecognized OID;
9/11/2023 15:28 84000700 5 RCS Partial Service;
9/12/2023 9:14 73040100 6 TLV-11 - unrecognized OID;
9/12/2023 9:14 82000500 3 Started Unicast Maintenance Ranging - No Response received - T3 time-out;
9/12/2023 11:32 73040100 6 TLV-11 - unrecognized OID;
9/14/2023 2:33 82000200 3 No Ranging Response received - T3 time-out;
9/14/2023 7:21 73040100 6 TLV-11 - unrecognized OID;
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Best answer by SURFboard Moderator 15 September 2023, 22:51

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5 replies

LoveMyLab
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The signal levels and signal to noise ratios look good. Very low error rates, and all corrected. The T-3 timeouts indicate a significant issue between your modem and the CMTS, but there aren’t many, and I wouldn’t expect the modem to just reboot as a result. T-3 timeouts can be a bear to troubleshoot since they come and go. I recently replace my modem with an SB8200 just to ensure some signalling issues were not on my end. I don’t see anything obvious in what I am seeing to explain your issue.

 

I use: SB8200 > Google WiFi > 2 D-Link DGS-108 > 4 Google WiFi with ethernet backhaul.
S
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Userlevel 5
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Since you are experiencing intermittent internet connection through hardwired and the cable signal levels that you mentioned are all in range.

I suggest you re-provision the modem with your internet service provider to fix this issue.

If the issue persists after re-provisioning, Please visit  for a Warranty claim.

Also if you are experiencing intermittent Wi-Fi connection, change the Wi-Fi channels by Following the steps in the link given below :

http://arris.force.com/consumers/articles/General_FAQs/SBG10-Changing-the-Wi-Fi-Channel

 

SURFboard Community Moderator Team
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One of the worst things when searching for answers is the lack of updates to threads like these! So, here's an update! 

I have still been experiencing the intermittent disconnects with Comcast. Tried all the troubleshooting myself (factory reset, power cycle, check connections, use ethernet). I had a tech come out on Thursday 9/21. They checked the line where it comes into my house, all the way through to the modem. They removed a splitter and shortened the coax as there was excess. This brought my upstream power level down to average 43-45dBmV. Tech said everything looks good inside my house, and that my modem was giving me the speeds that I’m paying for etc. He said that it was most likely a line issue and that isn’t something that he can fix and the best thing to do would be to wait until they find what's causing the issue. Big companies are segmented, I get that.

That Friday I had a few disconnects but no disconnects all weekend, with them starting back up on Monday, so I tried to use the support tool on Xfinity to escalate and get a line tech out. They said that they can request that, and that it would need to come from a tech who is inspecting the house, so I have another tech coming out tonight. I’ll explain the situation and hopefully they escalate. 

The only other thing I can think of to do on my end is to replace the modem, which I’d be happy to do if Comcast would guarantee it would fix the issues, but from what I’m reading online and the tests I’ve been running, it doesn’t seem to be a modem issue. The only thing I’ve noticed is that after the modem resets itself, the downstream power levels will be in the 10-11dBmV range and slowly drop before leveling out around 8-10dBmV. 

I just wanted to thank you all for replying and taking a gander. I’ll update in a bit. 

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New drop installed, and I was given a direct line to a supervisor if it happens again. I actually got the same tech and I am a fan. People generally have negative reviews of their ISP but the three techs I've interacted with in the 10+ years with Comcast have been fantastic. I also went out and purchased an Arris SBG8300 just in case. I think after the second drop (if it occurs) I’ll install and activate the new modem with my ISP just to ensure we’ve eliminated any possibility of the problem being between my modem and the line. 

It’s frustrating that an issue like this can be caused by any number of things that are outside of our control. If you are reading this because you are having the same issue and looking for answers my advice is to keep calm and carry on. Systematically work with the techs to eliminate each possible point of failure. 

 

As always, I will update later!

LoveMyLab
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Userlevel 2
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Completely agree!

I use: SB8200 > Google WiFi > 2 D-Link DGS-108 > 4 Google WiFi with ethernet backhaul.
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