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Arris SBG6950AC2 - recent purchase for Xfinity .. now cant watch Amazon Prime videos/live TV

  • 6 January 2024
  • 5 replies
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I recently purchased and installed an Arris SBG6950AC2 router/wi-fi cable modem for use on 

Xfinity/Comcast.

 

Now I can’t watch Amazon Prime Live TV or Movies, etc.  I get an error to contact Amazon customer support… I can watch YouTube and access FaceBook, etc.

 

Can the issue be a setting in the Arris Surfboard SBG6950AC2 setup or permissions?

Everything was working with my older TP-Link Model 7610.  

 

I get all the way to the “watch” page and then Amazon aborts the connection or does not connect.

I verified my router is working ok to access the internet, send email, buy stuff from Amazon.

 

Any input is greatly appreciated!

 

Thanks, much, happy New Year!

 

Charles

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Best answer by plemans 23 January 2024, 19:30

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Since you can able to access other application using modem network and works fine this confirms that this is not modem issue so as mentioned you need to check with the Amazon customer support and there is no settings on the modem interface to configure or allow particular application. So just for the confirmation are you able to use other streaming app using modem network like Netflix, Disney, etc?

SURFboard Community Moderator Team
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No I cant use disney or Netflix.

 

I ping google.com using the modem and it sends google 32 bytes with no error (0% loss).

C:\Users\Unkle Charley>ping google.com

Pinging google.com [2607:f8b0:4006:821::200e] with 32 bytes of data:
Reply from 2607:f8b0:4006:821::200e: time=26ms
Reply from 2607:f8b0:4006:821::200e: time=26ms
Reply from 2607:f8b0:4006:821::200e: time=22ms
Reply from 2607:f8b0:4006:821::200e: time=21ms

Ping statistics for 2607:f8b0:4006:821::200e:
    Packets: Sent = 4, Received = 4, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 21ms, Maximum = 26ms, Average = 23ms

if I use 1500 for the byte size, google replies  Packet needs to be fragmented but DF set.

  • Tried to step down to 1472 byte size - Request timed out.

If I ping google with the cmd: ping google.com -f -l 256 z
(also tried 512. 1024, etc = any other byte size) I get Request timed out

C:\Users\Unkle Charley>ping google.com -f -l 256

Pinging google.com [142.251.35.174] with 256 bytes of data:
Request timed out.
Request timed out.
Request timed out.
Request timed out.

Ping statistics for 142.251.35.174:
    Packets: Sent = 4, Received = 0, Lost = 4 (100% loss),

 

 RF Parameters

Downstream

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 4 447.00 MHz 0.20 dBmV 40.95 dB 256QAM 504268231 2690 17824
Downstream 2 1 423.00 MHz 1.10 dBmV 40.95 dB 256QAM 678543511 2163 17389
Downstream 3 2 435.00 MHz 0.30 dBmV 40.95 dB 256QAM 679435308 2694 17527
Downstream 4 3 441.00 MHz -0.10 dBmV 40.37 dB 256QAM 678572515 2477 17716
Downstream 5 5 453.00 MHz -0.40 dBmV 40.37 dB 256QAM 678926607 1960 18916
Downstream 6 6 459.00 MHz -0.70 dBmV 40.37 dB 256QAM 679648630 2376 17624
Downstream 7 7 465.00 MHz -0.20 dBmV 40.37 dB 256QAM 678856196 2131 18179
Downstream 8 8 471.00 MHz -0.30 dBmV 40.95 dB 256QAM 679822588 2451 18418
Downstream 9 9 477.00 MHz 0.10 dBmV 40.95 dB 256QAM 803922639 2071 18416
Downstream 10 10 483.00 MHz 0.20 dBmV 40.37 dB 256QAM 804765374 2042 17752
Downstream 11 11 489.00 MHz 0.40 dBmV 40.37 dB 256QAM 804275763 2228 17655
Downstream 12 12 495.00 MHz 0.10 dBmV 40.95 dB 256QAM 534459186 2694 17442
Downstream 13 13 501.00 MHz 0.60 dBmV 40.95 dB 256QAM 807893917 2809 17680
Downstream 14 14 507.00 MHz 0.80 dBmV 40.95 dB 256QAM 809688167 2677 17437
Downstream 15 15 513.00 MHz 0.00 dBmV 40.37 dB 256QAM 811343472 1922 18150
Downstream 16 16 519.00 MHz 0.40 dBmV 40.95 dB 256QAM 810725758 2124 17873

Reset FEC Counters

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 4 35.60 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 1 16.40 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 29.20 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 47.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
 
 Status
System Uptime: 0 d: 21 h: 12 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Wed 2024-01-10 12:27:13
 
 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
LAN Port 1 Enabled Down -----

[edit: removed personal information]
LAN Port 2 Enabled Down -----

[edit: removed personal information]
LAN Port 3 Enabled Down -----

[edit: removed personal information]
LAN Port 4 Enabled Down -----

[edit: removed personal information]
CABLE Enabled Up -----

[edit: removed personal information]

 

 
© ARRIS Enterprises, Inc. 2019 All rights reserved.

 

S
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When considering the cable signal levels the upstream power and downstream power / snr are on the acceptable ranges. Also, other channels like Netflix/Disney seem to be working well.

It looks more like an Amazon Prime issue have you contacted them on the same?

 

SURFboard Community Moderator Team
plemans
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have you tried a different dns provider? I’ve seen sketch dns servers from ISP’s cause issues before

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
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Hello,

 

thanks for your views / replies and interest in this topic/question:

Xfinity tech came out and identified the root cause of the problem.
There was a mismatch between the Xfinity MAC address on file and the actual SURFboard modem MAC address at my location. This issue was identified and resolved after about 2-hours of troubleshooting between the Xfinity technician and their support team. The cable connection from the pole to my location is set to be replaced in the near future due to age/wear.

 

Thanks for your help!

Charles

*Recent capture from the Modem status page:

RF Parameters

Downstream

  DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 36 645.00 MHz -1.00 dBmV 40.37 dB 256QAM 3510398794 4033 23305
Downstream 2 29 603.00 MHz -1.50 dBmV 40.37 dB 256QAM 4585697701 3493 23912
Downstream 3 30 609.00 MHz -1.70 dBmV 40.37 dB 256QAM 4587045202 3909 22845
Downstream 4 31 615.00 MHz -1.40 dBmV 40.95 dB 256QAM 4584563617 2764 24097
Downstream 5 32 621.00 MHz -1.80 dBmV 40.95 dB 256QAM 4585439009 2823 24396
Downstream 6 33 627.00 MHz -1.60 dBmV 40.95 dB 256QAM 4473255431 3649 23112
Downstream 7 34 633.00 MHz -1.40 dBmV 40.95 dB 256QAM 4474878821 3608 23679
Downstream 8 35 639.00 MHz -1.00 dBmV 40.95 dB 256QAM 4475514895 3289 23673
Downstream 9 37 651.00 MHz -1.10 dBmV 40.95 dB 256QAM 4368192644 2667 23977
Downstream 10 38 657.00 MHz -0.80 dBmV 40.37 dB 256QAM 4367343009 3469 23456
Downstream 11 39 663.00 MHz -0.60 dBmV 40.37 dB 256QAM 4368802782 3803 22907
Downstream 12 40 669.00 MHz 0.00 dBmV 40.95 dB 256QAM 4370834339 3624 23111
Downstream 13 41 675.00 MHz -0.50 dBmV 40.37 dB 256QAM 4368396308 3352 23222
Downstream 14 42 681.00 MHz 0.30 dBmV 40.95 dB 256QAM 4368797304 3085 24038
Downstream 15 43 687.00 MHz 0.50 dBmV 40.95 dB 256QAM 4367696003 2955 23889
Downstream 16 44 693.00 MHz 0.40 dBmV 40.95 dB 256QAM 3436444126 3471 23136

Reset FEC Counters

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 3 29.20 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 35.60 MHz 48.50 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 1 16.40 MHz 50.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 22.80 MHz 48.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM

 

 Status
System Uptime: 1 d: 14 h: 36 m
Computers Detected: staticCPE(1), dynamicCPE(0)
CM Status: OPERATIONAL
Time and Date: Tue 2024-01-23 17:19:57

 

 Interface Parameters
Interface Name Provisioned State Speed (Mbps) MAC address
CABLE Enabled Up -----

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