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SB8200 needs an rma due to intermittent internet connection

  • September 8, 2024
  • 3 replies
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M
The Many
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  • Mp3zThe Many
  • The Many
  • 2 replies

Hi, 

 

i have a surfboard SB8200 modem. Just today, it started to behave funny, would drop internet connections frequently. I checked with Comcast, everything is fine in my area. Upon rebooting modem (unplug the power cord), I would get Internet for 10 mins before it goes out again. 
 

logging into the arris status page, I see Upstream bonded channels sometimes doesn’t existing and there’s only one downstream bonded channel too, which doesn’t seem right at all considering I have 300mbps service with Comcast. 
 

I already checked the warranty status and luckily I’m in warranty. The SN is 21T5J1699603171. Can you progress an RMA replacement for me asap as Internet is down for my whole house. 

Best answer by SURFboard Moderator

Since there is only one channel located under downstream and upstream channels, I would suggest to contact internet service provider to reprovisioning the modem.

If you already tried, please visit www.arris.com/consumersupport for further assistance.

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3 replies

M
The Many
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  • Mp3zThe Many
  • Author
  • The Many
  • 2 replies
  • September 9, 2024

Also for background, everything was working for about a year until today, there’s no change to the setup of my house and my cable. 
 

xfinity also called and confirmed there’s nothing wrong with services in the area. 
 

from the status page, previously I had prob > more than dozen downstream channels and 4 upstream channels (I have 300mbps service). As of right now, I only have 1 downstream and 1 upstream channel which isn’t right. 
 

M
The Many
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  • Mp3zThe Many
  • Author
  • The Many
  • 2 replies
  • September 9, 2024

I was able to recover the connection by removing the 1:3 splitter on the line. Afterward I ran a few speed test last night and I was barely getting 100mbps download, previously I was getting about 300mbps.

 

then out of nowhere, Internet went down again and this time I wasn’t able to log into 192.168.100.1. It’s been like that overnight, seems completely dead at this point. 

S
Wi-Fi Warriors
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Since there is only one channel located under downstream and upstream channels, I would suggest to contact internet service provider to reprovisioning the modem.

If you already tried, please visit www.arris.com/consumersupport for further assistance.

SURFboard Community Moderator Team

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