Solved

Internet dropping multiple times a day- SBG8300

  • 2 January 2024
  • 4 replies
  • 200 views

Badge

Upgraded to the SBG8300 a few weeks ago.  First couple of weeks went flawlessly then started having issue with internet dropping.  Talked to Xfinity, no issues shown on their end.  Did factory reset on the SBG8300, still having intermittent dropping issues.  Power cycling the modem brings everything back online until the next instance (could be hours between occurrences).  

 

Pulled event logs from today’s drop at 9:21

 

 

icon

Best answer by SURFboard Moderator 3 January 2024, 17:56

View original

This topic has been closed for comments

4 replies

Userlevel 5
Badge +41

The logs are Values read by technicians from the internet provider end, since the logs are what the coaxial cable transmits and the log screen on the router is the translator so can be easily read by them, the coaxial cable is owned by the Internet service provider, I wouldn't be able to tell you what that means.

If your Event Log is reporting a high volume of errors, this would indicate a potential CMTS signal issue. To troubleshoot these errors, we would like to note the current signal levels being used by your (SBG8300).

Basically, intermittent connection or no internet access occurs usually out of cable signal level, out of acceptable range and it will be resolved after the power level are adjusted by the service provider. So for this we need to check the cable signal level to confirm what causing this issue to proceed further. please follow the steps mentioned on the below link to check the signal level on the modem GUI.

http://arris.force.com/consumers/articles/General_FAQs/SBG8300-Cable-Signal-Levels

Badge

Following a factory reset I reviewed the logs, see below.  If I’m reading this correctly the downstream power is within the recommended levels however the upstream power is lower than recommended.  

The ISP would need to make this adjustment?

 

 

Userlevel 5
Badge +41

As you mentioned the above mentioned power level for the upstream bonded channels is not in a range. The acceptable power level for the upstream should be greater than 45dbmv.

I suggest you to contact your internet service provider to adjust the cable signals within a range to fix the intermittent internet connection.

Badge

As you mentioned the above mentioned power level for the upstream bonded channels is not in a range. The acceptable power level for the upstream should be greater than 45dbmv.

I suggest you to contact your internet service provider to adjust the cable signals within a range to fix the intermittent internet connection.

Thank you so much for the help.  The ISP did come out and confirmed there was a filter placed on my house line due to noise.  I’m guessing this new modem is more susceptible to the noise and was failing out due to it.  Its been about 24 hours and no issues with drop outs so far.