Question

SVG2482AC Disconnects every 10 minutes

  • 1 December 2022
  • 4 replies
  • 128 views

The modem disconnects from the internet every 10 minutes and reconnects within 3 seconds. This continues every 10 minutes 24 hours a day. Happens when hardwired as well as WIFI on 5G and 2.4g.

Tried a factory reset. Didn’t work. Used different laptops, windows 10 as well as apple for debugging all the same results.

Any suggestion will be appreciated.


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4 replies

Userlevel 5
Badge +41

Hello Kem Hazarika,

 

This could be related to the something called Cable Signal Levels, can we get the Signal Level information to check if they’re within range?

In the below link you’ll find step by step how to check it and also a chart with the correct ranges:

 

http://arris.force.com/consumers/articles/General_FAQs/SVG2482AC-Cable-Signal-Levels

Cable signal levels for all DOCSIS cable modems require to be within the acceptable level for the modem operate properly.  The three signal levels that need to be within the acceptable level are Downstream Power, SNR (Signal to Noise Ratio), and Upstream Power.  Downstream Power refers to the line signal sent from the cable provider to cable modem.  Downstream SNR (Signal to Noise Ratio) refers to the signal being sent in relation to the noise on the line.  Upstream Power refers to the line signal from the cable modem to transmit data back to the cable provider.  This document describes how to check the three signal levels to be within the acceptable level for the modem operate properly. 


Checking Signal Level​
  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://10.0.0.1 into the address box, and press the Enter key.  The Login page will appear.
     
  2. On the Login page, enter admin in the Username field.
     
  3. Enter password in the Password field then click the Login button.  The Gateway > At a Glance page will appear.

    NOTE: A prompt to change the password appears when the SVG2482AC is using the default password.  To change the password click the OK button or click the Cancel button to bypass it.

    User-added image
     
  4. On the left hand-menu, click the Connection link then click the XFINITY Network link on the sub-menu.  The Gateway > Connection > XFINITY Network page will appear.

    User-added image
     
  5. In the Downstream section, verify Power levels are within the acceptable range of -15 dBmV to +15 dBmV for each downstream channel. 

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  6. In the Downstream section, identify the Modulation and Power to verify SNR levels are within the acceptable range for each downstream channel.
     
    Downstream Signal To Noise Ratio (SNR)
    Modulation Power Acceptable Downstream SNR
    64QAM -15 dBmV to 15 dBmV 23.5 dB or greater
    256QAM -6 dBmV to 15 dBmv 30 dB or greater
    -15 dBmV to -6 dBmV 33 dB or greater
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  7. In the Upstream section, identify the Symbolic Rate to verify Upstream Power levels are within the acceptable range.
     
    Upstream Transmit Power Level
    Channel US Channel Type Symbol Rate Acceptable Upstream Power Levels
     
    Single
    TDMA 1280 Ksym/sec 45 dBmV to 61 dBmV
    ATDMA 2560 Ksym/sec 45 dBmV to 58 dBmV
    5120 Ksym/sec 45 dBmV to 57 dBmV
     
     
    Two
    TDMA 1280 Ksym/sec 45 dBmV to 58 dBmV
    ATDMA 2560 Ksym/sec 45 dBmV to 55 dBmV
    5120 Ksym/sec 45 dBmV to 54 dBmV
     



    Three or more
    TDMA 1280 Ksym/sec 45 dBmV to 55 dBmV
     
     
     
    ATDMA
     2560 Ksym/sec 45 dBmV to 52 dBmV
     5120 Ksym/sec 45 dBmV to 51 dBmV
    User-added image
     
  8. Refresh the page at least twice to identify variations in SNRDownstream Power, and Upstream Power.   

    NOTE: If the either of the signal levels are outside of the acceptable range, power cycle or factory reset the gateway. 
     
  9. Contact the cable provider to adjust the signal level to the acceptable level range if the signal levels are outside of the acceptable range.

Acceptable Signal Levels
 
Acceptable Downstream Power Level
-15 dBmV to +15 dBmV
Downstream Signal to Noise Ratio (SNR)
Modulation Downstream Power  Acceptable Downstream SNR
64QAM n/a 23.5 dB or greater
256QAM
 
-6 dBmV to 15 BmV 30 dB or greater
-15 dBmV to -6 dBmV 33 dB or greater
Upstream Transmit Power Level
Channel US Channel Type Symbol Rate Acceptable Upstream Power Levels 
Single (1) TDMA 1280 Ksym/sec 45 dBmV to 61 dBmV
ATDMA 2560 Ksym/sec 45 dBmV to 58 dBmV
5120 Ksym/sec 45 dBmV to 57 dBmV
Two (2) TDMA 1280 Ksym/sec 45 dBmV to 58 dBmV
ATDMA 2560 Ksym/sec 45 dBmV to 55 dBmV
5120 Ksym/sec 45 dBmV to 54 dBmV
Three or more (>=)3 TDMA 1280 Ksym/sec 45 dBmV to 55 dBmV
ATDMA 2560 Ksym/sec 45 dBmV to 52 dBmV
5120 Ksym/sec 45 dBmV to 51 dBmV

 

Thanks for your answer in advance.

Down Stream seems to be within range. Up Stream seems to be out of range? How do I upload the screen shot? Getting the “Please wait for your files to be uploaded” error.

Regards

Kem

 

Userlevel 6
Badge +40

Your power levels arn’t at good levels and y our channels are connecting at docsis 2.0 speeds. 

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.