Unanswered questions

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M
The Certified
msetzeriiThe Certified
asked in Modem - General

TM3402A gets high packet loss requiring power cycle

My ISP provides Arris TM3402A cable modems. Work great most of time, and get the 50M download speed I pay for. Recently though, have an issue were modem stops working with internet.The ping loss rate to the local name server is generally 0 with occasional 1-10 drops.Generally, those are fine, but then it will sometimes jump to 60% to 100% and internet becomes useless.Can still access the cable modem on 192.168.100.1.Have a script that sends 50 pings to the name server every 2 minutes.If loss is less than 10% ignore it, but if higher report it with a sound.Generally, if it goes higher than 50% the internet goes out, and next check goes higher, and eventually stays at 100%. Power cycling modem is only way to get it working again.The web page doesn’t have a reboot option? Does have an advanced tab, but that requires a daily password??  So only pulling power to reset.Then it is back to working? Had a surfboard modem, and recall it having a way to send a reboot command. But can find nothing

3
M
The Certified
9 months ago
C
The Many
coloradokellyThe Many
asked in SB8200

SB8200 Not Sending Xfinity IP Address To Router!

Bought the SB8200 3 months ago, but didn’t actually provision it with Xfinity until 2 weeks ago.  I only have 13 devices needing Internet access through my router.  A few days ago, all my devices would drop their Internet connection for a min or two, then it would restore connectivity.  However, after this last instance of dropped connectivity, service never restored.  Xfinity can see the modem and can restart the modem remotely, but router never sees the connection to the modem.  After trying with a spare router and getting the same results, nothing left to conclude except the SB8200 is not passing the IP address from Xfinity to the router OR the WAN port on the SB8200 has completely failed.  I bought a new router (not a Arris modem!), provisioned the new modem with Xfinity, and voilà, the router is now working perfectly with my new modem and all my devices are reconnected to the Internet.  Looks like I wasted my $s in purchasing the SB8200.

0
C
The Many
9 months ago
G
The Many
GoldTipuThe Many
asked in eMTA - General

Arris Cable Modem - TG2492S continuously / Intermittently rebooting with Cisco ASA

Arris Cable Modem - TG2492S continuously / Intermittently rebooting with Cisco ASA ScenarioOur ISP recently changed our cable modem to Arris - Model TG2492S - We connected this modem with Cisco ASA  ASA5506,Previous Cisco modem was working perfeclty fine with our Cisco FW.  *** Firewall Details ***Cisco Adaptive Security Appliance Software Version 9.6(1)Device Manager Version 7.6(1)ciscoasa up 16 hours 28 minsHardware:   ASA5506, 4096 MB RAM, CPU Atom C2000 series 1250 MHz, 1 CPU (4 cores)Internal ATA Compact Flash, 8192MBBIOS Flash M25P64 @ 0xfed01000, 16384KBEncryption hardware device : Cisco ASA Crypto on-board accelerator (revision 0x1) Our Issue : Arris modem will keep rebooting (hard reboot) power off and will comes back after 2 - 3 min . Modem  will work for few min and will start rebooting again . Sometimes, It will stay up for next 10 - 15 min and the moment we will start accessing our network from outside the modem will reboot . and we will lose connection .  Here is public I

3
G
The Many
10 months ago
Ebojager
The Certified
EbojagerThe Certified
asked in G36

G36 and Xfinity Event Logs - DHCPv6 - Missing Required Option 24 [Critical]

So, I might have solved some of my incompatibility with the Xfinity network by turning off the SIP option in the Advanced > ALG Settings, but I still get the once a day or so disconnect but only drops for a short time then recovers. I noticed a lot of these entries in the Event Log that may or may not be associated with the drops:DHCPv6 - Missing Required Option 24 05/23/2023 04:25:43 PM CriticalDHCPv6 - Missing Required Option 82 05/23/2023 04:09:19 PM CriticalI’m curious how critical those are and if changing my iPv6 settings could help?I noticed a checkbox for “Enable Stateful (DHCP Server)” which is checked. Im curious if maybe I should run with it unchecked but not sure what that would do???  I would appreciate any comments on the subject, thank you!

2
Surfboard Sux
The Many
10 months ago
B
The Many
BrianB-616The Many
asked in T25

Can't connect to T25 web manager

Just got a T25 for the voice support (the SB8200 did not support voice) - the BlueGlobe service is just too expensive - got it connected and had to call Xfinity and get everything straightened out…First, I cannot figure out how to connect to the T25 for the Web Manager… I’ve been searching the web and trying to add a route in my router (running DD-WRT on an older Belkin unit F7D7301 model) with no luck - I am not a noob with tech, but some things are still a ‘head scratching’ moment to me… Need more info about my situation? Please ask…Secondly, and this might be solved once I get web manager access, is that the T25 seem to ‘drop’ data service at least (haven’t tried voice calls yet when data is out..) once a day. DISCLAIMER: My T25 was just installed Friday 5-19-23 and today is Saturday 5-20-23..

4
A
The Many
11 months ago
V
The Many
vsmith1961The Many
asked in SB8200

sb8200 downstream light is off

The modem has worked perfectly for over a year.  Now the downsteam light is off while the other three are normal.  I have done a hard reset using the button on the back.  The modem works but then it won’t work and we have to reset it.  I accessed the modem and all the levels seemed ok.  Is this a warranty replacement issue?  I can send you a copy of the status page.

7
V
The Many
11 months ago
R
The Many
RichardMcNeilG36The Many
asked in G36

Dropped connection

I have the G36 and just bought it a few months ago for my xfininity internet service and have had dropped internet for what seems like day 1. The other day, I upgraded my ethernet cables and coax cable thinking that would fix the issue. I have a internet plan that gives me 1000 mbps of download, 20 mbps up. I know I future proofed myself with this model so what I have is plenty. The only thing left to do was call Xfinity. I spoke to a rep who ran a test on my cable modem/router and said my modem received no issues getting the internet and that I needed to reach out to Arris for a firmware update. Is there anything else I can do first before giving support a call?

16
Ebojager
The Certified
11 months ago
C
The Many
Curly815The Many
asked in SB8200

receive light not on

Hey everyone. I noticed my receive is light not on and thr other 3 are like a yellowish green. The internet still works but reading the manual says all the lights "should" be on. Anyone got any insight? Thanks!

7
C
The Many
11 months ago
A
The Many
aidtopiaThe Many
asked in SB8200

SB8200 System Time is wrong

My SB8200 had been working fine for more than a year and a half, but this morning, it went catatonic.  Front panel lights were all still good, but the (separate) router could no longer see it.  The router itself seemed fine.  Rebooting the router made no difference.  Rebooting the modem re-established the connection and everything was fine. About an hour later, the modem went catatonic again.  Another reboot, and everything was fine.  This time I tried to log into the modem to see if there was any useful information in the event log.  It told me my username or password was incorrect, which is highly unlikely since I use a password manager.  After multiple attempts to log in, I had to use the last 8 characters of the serial number as the password.  That worked, and I’ve reset the password. The event log had no useful information, but I noticed the time of the most recent event was more than an hour earlier--before the most recent reboot!  I checked the status page, and it says the syste

5
A
The Many
11 months ago
R
The Many
rafapalThe Many
asked in Gateways - General

Can't change IP address To 192.168.1.247 Model SBG6782HH

Hello. We are trying to set up our Cable Modem LAN settings to an IP 192.168.1.247 but we can notchange it. Receiving error messages.Could somebody please show it work or send a link to an advanced user manual for this model. Thanks.

2
R
The Many
11 months ago
R
The Many
RaulieThe Many
asked in Modem - General

running lights

Can the running lights of modem TG2482A be dimmed?

1
plemans
Legends
11 months ago
S
The Many
sailorxoThe Many
asked in S33

S33 Reporting Data Usage to Xfinity Tripled

Hi All,  I purchased and installed S33 in February. It worked well. However, for March and April, Xfinity reported that 3x-4x data usage than before (and charged for additional data). My router reported 1/4-1/3 of the data usage. So I called Xfinity to see why there is a difference in data usage being reported. Xfinity said it was because the S33 did not report data usage correctly. Does anyone know how to solve this problem? Or is this a problem with the S33?Thanks all for your help. 

1
S
The Many
11 months ago
C
The Many
c0x_wont_helpThe Many
asked in S33

S33 timeouts multiple times a day

I am struggling lately with disconnects on my S33.  The cable connection coming in to the house was terminated by Cox and there are no splitters or any other devices on the line.  The connection is from the box at the street to the house to the modem.  Despite the constant issues, Cox claims it is my modem because they are able to reach it with a reset packet and if they can do that, there is absolutely nothing wrong with their service at all.  Yes, it works sometimes, but many interruptions throughout the day.  The modem is less than two years old because I replaced it last time they told me to.  I’m not convinced another modem will solve my issues.  I have the following types of log messages on the S33 Event Log: Started Unicast Maintenance Ranging - No Response received - T3 time-out; SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing; MDD message timeout;Is there any other info I can provide to help troubleshoot the issue? Thank you

1
C
The Many
11 months ago
M
The Many
margaretlThe Many
asked in S33

connectivity issues internet Arris Model S33

I am getting disconnected multiple times a day for a couple minutes at a time.  The light is staying blue the entire time.  This is happening on a hardwired device.

2
M
The Many
11 months ago
Z
The Many
Zimphra7The Many
asked in G34

Can no longer login to surfboard router G34

First off. I get this:  Next I get this:  When I click OK. It just brings me back to the screen shot above in a negative feedback loop that I can’t get out of. This is using my PC. I also tried using on my Android device and get the same messages and negative feedback loop. This needs stop. Why does Chrome redirect my request to an https? Why have the Director of IT with Arris not been effectively able to have his/ her teams create an effective work - a - round for Arris customers? Please help me understand what I need to do to correct this so I can access my router.Thank you.Greg

1
I
The Many
11 months ago
D
The Many
dtmst6The Many
asked in SB8200

internet constantly is out

We have an Arris modem with an Eero Router. Our internet speeds when we are able to get on is fantastic.  We hare constantly having problems with the internet going out.  We had Xfinity out to troubleshoot.  They said on their end everything is working 100% fine.  They said just make sure your software in the modem is up to date.  The Eero is up to date.  Ive been trying to log into the Arris to do the same, and I can’t access it.  The message “check again after 5 minutes invalid login and password”.  I’m fairly capable to trouble shoot this.  I’m just worried about hackers since it’s not a secure site.  Anyone else have this issue?

1
K
The Many
11 months ago
F
The Many
FlsPrphtThe Many
asked in Gateways - General

SBG6782-AC unable to locate printer in hardwired computer

Does the privacy SBG6782-AC model have a “privacy separator” or “wifi isolation” feature?  I am trying to set up a wifi enabled printer, and it works great to print from phones also on wifi, however my PC running Win11 using a hardwire can’t find the printer. Thanks

2
F
The Many
11 months ago
R
The Many
RickMThe Many
asked in G34

g34 and magic jack voip

I have a magic jack voip device connected to an ethernet port on the G34.  Incoming calls often go straight to voicemail.  Most calls (incoming or outgoing) will drop if they last more than a few minutes.The Magicjack device works fine on the gateway provided by my ISP, but I prefer to use the G34, if possible.  The Magicjack also works fine on my sons network (an Arris modem with netgear router).I tried disabling SIP and forwarding ports 5060,5070, but the problem remained.Perhaps unrelated, but I also get dhcp ipv6 error messages in the event log every 2 minutes.Any suggestions?

2
R
The Many
1 year ago
J
The Many
Jay250The Many
asked in S33

s33 no connection

We've had our s33 for about a year , love it, works great ...tonight while watching TV one of the cats ran passed it and unplugged it, plugging it back in now results in just a green flashing light and no internet, Xfinity can't see it at their end and can't provision it again, I've done a factory reset but it's made no difference. In the web interface it says that DOCSIS network access is denied and also the system date and time is set to Jan 1 1970 but I can't see any way to correct that? Everything else looks normal to me

2
J
The Many
1 year ago
J
The Many
jaxelsonThe Many
asked in SB8200

How to access MAC filter to allow device access to the internet SB8200 modem

I have a SB8200 modem that I’m trying to access the MAC filter to add a MAC ID to give my thermostat access to the internet to control the thermostat from my phone.  Honeywell and my internet provider claim they can’t help me.  How do I find access the MAC filtering in my modem?

3
plemans
Legends
1 year ago
R
The Many
revengejrThe Many
asked in T25

T25 keeps losing internet connection

I bought this house 2 years ago and I hired an installer to setup my wifi as I was moving from out of state and wanted things setup before I got here. Otherwise I consider myself very tech savvy as I was previously a network admin at a large international law firm, and I would have done the install myself. We have Xfinity here and he suggested outright purchasing a T25 modem instead of renting. Having previously owned a Surfboard modem when I was on Optimum for nearly 20 years and having almost no issues it, I said that would be fine.  It was working flawlessly up until about 2 months ago. I work from home and during business hours, I can not have down time. I use a PC and laptop, both of which are hardwired to a TP-Link Archer C5400. I had a 2nd Archer A20 hardwired to the C5400 operating as an access point. One day, suddenly, my entire house lost internet connectivity, nothing hardwired or wireless was able to connect to anything. I rebooted the C5400 thinking that was the issue but

1
R
The Many
1 year ago
E
The Many
Eric99The Many
asked in mAX PRO (W133/W31) and Plus (W130/W30)

w30 router appears offline in app but is working online

Does anyone know why, in the app, the W30/ax7800 router and satellite both show as “offline” in the app but are online and working with devices connected to them?  The app is also showing that its connected in limited remote management mode but the device connecting to the app is on the wifi only with cellular turned off, does anyone know why and how to solve?  Modem is Spectrum internet docsis 3.1; Hitron Technologies EN 2251.   Thanks(ps I posted this previously and mistakenly indicated it was solved but it is not solved yet)

4
E
The Many
1 year ago
M
The Many
MarcoThe Many
asked in mAX PRO (W133/W31) and Plus (W130/W30)

Power supply stop working.

I bought SURFboard MAX w133 in 04/22 in EUA so I configured the modem today (04/25) at my home in Brazil.One of these power supplies stopped working a few hours later on my first setup.I tested the modems and both are working.  What do I need to do to get support to replace?

2
M
The Many
1 year ago
4
The Many
45_ACPThe Many
asked in G36

Can the G36 support a mesh network?

Can the G36 act a “node” in a mesh network?  If possible, I’d like buy one or more mesh nodes to extend the G36’s WiFI range.

1
TechRep
Cable Modem Commandos
1 year ago
A
The Many
actuallywallabyiesThe Many
asked in SBG10

data throttle for Arris SBG10

Tried google and tried the manual and have not yet found a satisfying answer.  I have a limited amount of data from my ISP and my kids will stream all day every day if I let them, I don’t want to blacklist their devices, or even put timelimits on them I would like to throttle their data so they stream in lower quality and use less data.  I have not been able to find any sort of QoS or throttling settings in the Arris SBG10 UI.  Any Ideas? Thanks!

1
TechRep
Cable Modem Commandos
1 year ago
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