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SBG7400AC2 Internet randomly drops

  • 30 October 2023
  • 14 replies
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I’ve had this device for about a year and 5 months. It did okay until the last couple months or so. Now the internet- both ethernet and wifi- keep dropping at random times. I work from home, so this is obviously not a good thing. I have Spectrum 500Mbps plan. I haven’t contacted Spectrum yet to see if there were any problems with the line, but they were just out here summer of 2022 and didn’t find any issues, except they replaced the cable running to the modem with a new piece that had a 90* angle connector at the wall, and then it worked fine until recently.

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Best answer by plemans 2 November 2023, 16:54

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plemans
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Userlevel 6
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Do wired devices drop to? 

got a screensnip of the cable connections page and event logs?

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
O
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Do wired devices drop to? 

got a screensnip of the cable connections page and event logs?

Yes the wired connections drop too. Internet dropped about once every half hour last night. I looked at the modem while it was happening this time, and every time the signal drops, I catch the modem rebooting itself. Why is that happening?

I just did a factory reset on my device so I can update with logs if/when I have another signal drop or reboot.

O
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Do wired devices drop to? 

got a screensnip of the cable connections page and event logs?

Yes, the wired connection drops too. I watched the modem lights while it dropped yesterday, and every time it did, the modem was rebooting itself, so maybe that’s another clue.

plemans
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Userlevel 6
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the event logs and cable connections page helps with that. 

Did you contact your isp? If its a line issue, thats a good place to start

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
O
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the event logs and cable connections page helps with that. 

Did you contact your isp? If its a line issue, thats a good place to start

Weirdly enough, I saw two techs from my internet company in my yard looking at the boxes yesterday morning (I didn’t even call them). We didn’t have any outages yesterday or today, so I’m hoping my problem was the line and it’s been fixed.

O
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Update: Well I jinxed myself. The device just rebooted itself a few minutes ago. I looked at the logs right away and it said “Dropped FORWARD packet” at that time. I didn’t know it was refresh over those logs, so I didn’t copy them in time I guess.

O
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Wireless logs from this afternoon: 

2023-11-01 14:13:30.00 [UNPRIV UDP packet: ]UDP Packet - Source:18.223.127.200,32099 Destination:REDACTED IP,24769

2023-11-01 14:13:30.00 [UNPRIV UDP packet: ]UDP Packet - Source:54.153.101.7,32099 Destination:REDACTED IP,24769

2023-11-01 14:13:30.00 [UNPRIV TCP packet: ]TCP Packet - Source:94.102.61.41,54590 Destination:REDACTED IP,6667

2023-11-01 14:13:40.00 [PRIV TCP packet: ]TCP Packet - Source:86.60.137.203,37460 Destination:REDACTED IP,23

2023-11-01 14:13:45.00 [UNPRIV UDP packet: ]UDP Packet - Source:3.131.209.36,32099 Destination:REDACTED IP,18616

2023-11-01 14:13:47.00 [UNPRIV TCP packet: ]TCP Packet - Source:79.124.62.130,52836 Destination:REDACTED IP,55367

2023-11-01 14:14:03.00 [UNPRIV TCP packet: ]TCP Packet - Source:179.43.183.214,55472 Destination:REDACTED IP,2222

2023-11-01 14:14:06.00 [UNPRIV TCP packet: ]TCP Packet - Source:78.128.113.250,44337 Destination:REDACTED IP,2223

2023-11-01 14:14:13.00 [PRIV TCP packet: ]TCP Packet - Source:71.212.50.38,1255 Destination:REDACTED IP,23

2023-11-01 14:14:13.00 [PRIV TCP packet: ]TCP Packet - Source:71.212.50.38,1255 Destination:REDACTED IP,23

2023-11-01 14:14:18.00 [UNPRIV TCP packet: ]TCP Packet - Source:162.142.125.247,22093 Destination:REDACTED IP,45918

2023-11-01 14:14:27.00 [UNPRIV TCP packet: ]TCP Packet - Source:79.124.62.86,52835 Destination:REDACTED IP,62581

2023-11-01 14:14:32.00 [UNPRIV UDP packet: ]UDP Packet - Source:18.223.127.200,32099 Destination:REDACTED IP,14115

2023-11-01 14:14:32.00 [UNPRIV UDP packet: ]UDP Packet - Source:54.153.101.7,32099 Destination:REDACTED IP,14115

2023-11-01 14:14:35.00 [UNPRIV TCP packet: ]TCP Packet - Source:180.149.125.235,18484 Destination:REDACTED IP,7777

2023-11-01 14:14:43.00 [Dropped FORWARD packet: ]TCP Packet - Source:2600:9000:21fa:3a00:001a:b464:0700:0021,443 Destination:REDACTED,57997

2023-11-01 14:14:43.00 [Dropped FORWARD packet: ]TCP Packet - Source:2600:9000:2043:e400:0018:b771:ac40:0021,443 Destination:REDACTED,57998

2023-11-01 14:14:43.00 [Dropped FORWARD packet: ]TCP Packet - Source:2600:9000:254b:2400:000a:6f99:2300:0021,443 Destination:REDACTED,57999

2023-11-01 14:14:44.00 [UNPRIV TCP packet: ]TCP Packet - Source:198.235.24.208,52745 Destination:REDACTED IP,8085

2023-11-01 14:14:45.00 [UNPRIV UDP packet: ]UDP Packet - Source:3.131.209.36,32099 Destination:REDACTED IP,24647

2023-11-01 14:15:05.00 [UNPRIV TCP packet: ]TCP Packet - Source:77.90.185.122,43377 Destination:REDACTED IP,47777

2023-11-01 14:15:11.00 [UNPRIV TCP packet: ]TCP Packet - Source:183.136.225.9,59406 Destination:REDACTED IP,9001

2023-11-01 14:15:18.00 [UNPRIV TCP packet: ]TCP Packet - Source:77.90.185.167,51082 Destination:REDACTED IP,63602

2023-11-01 14:15:29.00 [UNPRIV TCP packet: ]TCP Packet - Source:62.204.41.200,57544 Destination:REDACTED IP,51160

2023-11-01 14:15:36.00 [UNPRIV UDP packet: ]UDP Packet - Source:18.223.127.200,32099 Destination:REDACTED IP,27045

2023-11-01 14:15:36.00 [UNPRIV UDP packet: ]UDP Packet - Source:54.153.101.7,32099 Destination:REDACTED IP,27045

2023-11-01 14:15:39.00 [UNPRIV TCP packet: ]TCP Packet - Source:79.124.62.130,52836 Destination:REDACTED IP,34696

2023-11-01 14:15:50.00 [UNPRIV TCP packet: ]TCP Packet - Source:77.90.185.72,41508 Destination:REDACTED IP,3376

2023-11-01 14:15:56.00 [UNPRIV TCP packet: ]TCP Packet - Source:77.90.185.150,40629 Destination:REDACTED IP,4444

2023-11-01 14:16:08.00 [UNPRIV TCP packet: ]TCP Packet - Source:194.26.135.109,59288 Destination:REDACTED IP,3331

-----------------------------------------------------------------

DOCSIS(CM) Events

Date Time

Event ID

Event Level

Description

10/30/2023 22:00

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

10/30/2023 22:53

82000400

3

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

10/31/2023 0:13

82000400

3

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

10/31/2023 0:16

82000400

3

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

10/31/2023 6:31

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

10/31/2023 14:45

84000700

5

RCS Partial Service;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 1:23

82000300

3

Ranging Request Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 1:23

82000600

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 1:24

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 1:27

82000400

3

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 12:18

82000400

3

Received Response to Broadcast Maintenance Request, But no Unicast Maintenance opportunities received - T4 time out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

1/1/1970 0:01

82000200

3

No Ranging Response received - T3 time-out;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 14:11

82000300

3

Ranging Request Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 14:11

82000600

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 14:11

82000300

3

Ranging Request Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

11/1/2023 14:11

82000600

3

Unicast Maintenance Ranging attempted - No response - Retries exhausted;CM-MAC=REDACTED MAC;CMTS-MAC=REDACTED;CM-QOS=1.1;CM-VER=3.0;

 

 

 

O
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The first thing that should be done in any troubleshooting is to power cycle the effected devices. Unplug the SBG7400AC2 from the power, wait 10 seconds, then plug back into power. Once the SBG7400AC2 is full on and the top four LED lights are solid, power cycle all effected client devices.I've had this device for about a year and 5 months. It did okay until the last couple months or so. Now the internet- both ethernet and ...Restarting your modem and router can help refresh the connection and clear any temporary issues that may be causing the problem. Check network cables and connections: Ensure that all network cables and connections are securely plugged in and free from damage

Yes of course, when this first started the first thing I did was reboot the device and check the cable connection was tight. The device seems to be saving me the trouble by rebooting itself over and over again.

plemans
Rank
Userlevel 6
Badge +40

@orangejello That prior poster had spam links in their post. Ignore them. bot or spammer. 

 

Your logs are indicating a line issue. 

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

IF that doesn’t help, the isp needs to check the lines. 
not saying 100% its not a modem issue, but the logs indicate issues with the line. 

 

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 1.4gig/240mbps
O
Badge +1

@orangejello That prior poster had spam links in their post. Ignore them. bot or spammer. 

 

Your logs are indicating a line issue. 

Start with removing any amplifiers, signal attenuators, or splitters from the coax.
From there check the line for kinks, damage, moisture in the line.
Check the connectors for improperly made ends, foil touching the copper coax line, loose connections, bad/old/cheap connectors, or corroded connections. Replace them if you do.
If you can, simply connect the modem right where the coax comes into the home. This prevents wiring in the home from being the issue. And some ISP’s charge if the wiring issue is in the home. So this helps prevent this.

IF that doesn’t help, the isp needs to check the lines. 
not saying 100% its not a modem issue, but the logs indicate issues with the line. 

 

Thanks. I called my ISP. At first they said they could detect no signal issues, but when I read them the logs, they were like “Yup. That issue is on us.” Someone is coming out next week to look at it and hopefully that resolves it!

 

C
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Where did you get the log? Xfinity doesn’t provide them as far as I can see. Neither does Arris. 

O
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Where did you get the log? Xfinity doesn’t provide them as far as I can see. Neither does Arris. 

I don’t use the app, so this is how I did it. Your mileage may vary... I type modem IP address into my browser, and log in. 

At the top of the page are 2 tabs: Wireless (router logs) or HSD (modem logs).

Choose Wireless, then the Utilities tab
Choose System Logs under the Utilities menu to get router logs

Now go back to the HSD tab up top.

Choose Event Log from this menu to get modem logs.

 

C
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@orangejello thanks so much! I appreciate you taking the time. My home screen from Arris looks different, but I do have an option to get system or event logs. They claim I have 0 event or system logs for today or yesterday. Who knows! I fear I’ll have to get a new router/modem before long. I can’t get even an hour meeting without it restarting. I’m on hot spots only, and my cell reception isn’t great. I did my own question so perhaps someone will help me there. 

S
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Userlevel 5
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@orangejello thanks so much! I appreciate you taking the time. My home screen from Arris looks different, but I do have an option to get system or event logs. They claim I have 0 event or system logs for today or yesterday. Who knows! I fear I’ll have to get a new router/modem before long. I can’t get even an hour meeting without it restarting. I’m on hot spots only, and my cell reception isn’t great. I did my own question so perhaps someone will help me there. 

Since your modem is rebooting on its own, let us know the product’s model number to access with troubleshooting.

If there is no event log or system logs in GUI web portal, I suggest you to contact your internet service provider for further assistance.

 

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