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Contributor
jparavano
Posts: 5
Registered: ‎09-11-2012

How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Hello all. I have a surfboard sbg6580 that frequently drops my wired and wireless internet connection. I have had 2 technicians out to diagnose my problem. The first tightened and replaced some wires inside and out, the second said he couldn't find a problem and pitched me their rental modem. I am hoping someone can help me by diagnosing the data on my modems data page that pops up when the IP is typed in. I don't know what any info in there means, but when the technician looked through it he said it all seemed normal except that the upstream channel id is 1, and their dory modem runs at 6. Hopefully you all can help me find out if the modem is the problem before I have to try another and lose the cash I spent on this one.

Connection Expert
EG
Posts: 42,464
Registered: ‎12-24-2003

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Connection Expert
EG
Posts: 42,464
Registered: ‎12-24-2003

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops


jparavano wrote:

 

I am hoping someone can help me by diagnosing the data on my modems data page that pops up when the IP is typed in. I don't know what any info in there means,


You need to post it..


Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Contributor
jparavano
Posts: 5
Registered: ‎09-11-2012

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Hope this is the relevant info

 

Downstream Bonded Channels
Channel    Lock Status    Modulation    Channel ID    Frequency    Power    SNR    Correctables    Uncorrectables
1    Locked    QAM256    217    591000000 Hz    4.5 dBmV    39.9 dB    14    36
2    Locked    QAM256    218    597000000 Hz    4.7 dBmV    39.9 dB    5    32
3    Locked    QAM256    219    603000000 Hz    4.6 dBmV    39.4 dB    8    28
4    Locked    QAM256    220    609000000 Hz    4.4 dBmV    39.7 dB    6    28
5    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
6    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
7    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0
8    Not Locked    Unknown    0    0 Hz    0.0 dBmV    0.0 dB    0    0

Upstream Bonded Channels
Channel    Lock Status    US Channel Type    Channel ID    Symbol Rate    Frequency    Power
1    Locked    ATDMA    1    5120 Ksym/sec    23600000 Hz    34.5 dBmV
2    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
3    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV
4    Not Locked    Unknown    0    0 Ksym/sec    0 Hz    0.0 dBmV

Connection Expert
EG
Posts: 42,464
Registered: ‎12-24-2003

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

This may not be the cause of the problem but the upstream power is a bit low. You can't fix this. You should call it in.

Contributor
jparavano
Posts: 5
Registered: ‎09-11-2012

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

i will do that. hopefully the 3rd time is the charm.

Connection Expert
EG
Posts: 42,464
Registered: ‎12-24-2003

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

[ Edited ]

Are you saying that you've had two tech visits so far ? This needs an actual physical on site intervention.

Contributor
jparavano
Posts: 5
Registered: ‎09-11-2012

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

yes they have been to my home twice. no luck yet.

Contributor
jparavano
Posts: 5
Registered: ‎09-11-2012

Re: How do I diagnose my Motorola Surfboard SBG6580? Frequent intermittent drops

Ok, I called motorola support and they are going to send me a new replacement modem because mine is still under warranty. If this does not six the problem I guess I will talk to them about a refund or a replacement of a diferent type of modem. thanks for your help.