My internet drops out intermittently (usually for a few seconds at a time, but VERY often). I’ve power-cycled both router and modem. I checked and have the latest firmware upgrade for my router. How can I explore to see if I could be having a problem with my modem? Thanks for your advice!
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SB6183 Intermittent connection
- The Many
- 2 replies
Best answer by SURFboard Moderator
Could you please let us know who your internet service provider is and the internet speed plan you are subscribed to?
To help isolate the issue, please connect any device directly and monitor the connection for 24 hours. If the internet continues to drop, we recommend checking the cable signal levels.
A cable signal level refers to the strength and quality of the signal that travels through the coaxial cable to provide your internet service.
For instructions on how to check the cable signal levels, please refer to the link below.
http://arris.force.com/consumers/articles/General_FAQs/SB6183-Cable-Signal-Levels
This topic has been closed for comments
- Wi-Fi Warriors
- 3722 replies
- Answer
Could you please let us know who your internet service provider is and the internet speed plan you are subscribed to?
To help isolate the issue, please connect any device directly and monitor the connection for 24 hours. If the internet continues to drop, we recommend checking the cable signal levels.
A cable signal level refers to the strength and quality of the signal that travels through the coaxial cable to provide your internet service.
For instructions on how to check the cable signal levels, please refer to the link below.
http://arris.force.com/consumers/articles/General_FAQs/SB6183-Cable-Signal-Levels
- The Many
- 2 replies
Thank you SO much for your reply! I use a small local internet service provider in Houston, TX (Digital Connections) that use Xfinity. Their office isn’t even open on the weekend. I’m getting 219 mbps down but only 1.15 mbps up right now.
I did check the SB6183 cable signals (after plugging the network connector directly into the SB6183). All were in order EXCEPT upstream power levels. They were low before I power-cycled, then read even lower after that, i.e.
| 1 | Locked | ATDMA | 1 | 2560 Ksym/sec | 19600000 Hz | 31.7 dBmV |
| 2 | Locked | ATDMA | 2 | 5120 Ksym/sec | 26000000 Hz | 31.7 dBmV |
| 3 | Locked | ATDMA | 3 | 5120 Ksym/sec | 32400000 Hz | 32.5 dBmV |
| 4 | Locked | ATDMA | 4 | 5120 Ksym/sec | 38800000 Hz | 33.7 dBmV |
- Wi-Fi Warriors
- 3722 replies
Based on the signal levels you mentioned above, it appears they are currently outside the acceptable range. Only your internet service provider can adjust these levels. When you contact them, please make sure that the signal levels are properly adjusted for optimal performance.
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