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Question

sbg8300, can't connect or ping

  • January 29, 2026
  • 2 replies
  • 21 views
T
The Many
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I have an SBG8300 and it has been working well for almost 3 years now. This morning I canceled my TV service with Comcast and suddenly I had internet problems. Pretty strange, but I have no proof of anything.

My problem is I can access some web sites, but cannot access many more. I know it isn't a web site problem because I can get to the same sites on my phone.

For example, I can get to the arris web site, but not the support site (arris.my.salesforce-sites.com), from my PC. It is truly odd.

Multiple reboots of the modem, by me and comcast, have not helped. They are sending out a tech tomorrow.

At this point, I am trying to get into my modem to check things out, but it won't even answer a ping, much less connect a web browser to the IP address.

Has anyone run into this before? If so, what did you do about it?

 

Thanks,

Chris

2 replies

plemans
Juggernaut
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  • plemansJuggernaut
  • Juggernaut
  • January 29, 2026

Try changing your DNS provider. 

Current setup: Netgear CM3000-->Netgear RBE973S-->2.5gig tp-link switch, Xfinity 2.4gig/350mbps
T
The Many
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  • TorquinThe Many
  • Author
  • The Many
  • January 29, 2026

Problems solved. Comcast came out and after much checking, said the modem needed a reset. I had not done this because I was not sure whether it would help, and if it would lose the cable network config or make things worse. The tech said he thinks that something in the system re-provisioned my modem and messed it up. Unfortunately, we do not have any proof of what happened as all logs were wiped when the modem was reset.

The tech says he sees these symptoms with Netgear equipment regularly, but has not seen it with Arris before.

At any rate, after the reset, the modem answers pings and I can log into it with a web browser, and all web sites are accessible again. I learned something new today, but I still do not know why a modem would behave this way, even if the cable company sent it something bad. I mean, it acted like it had some kind of firewall filter on it, and I can’t imagine the cable company sending something like that.

Truly strange.

 

Chris

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