Basic Internet Connectivity And Modem Help

[skifam1]

Having similar issues to everyone else.  Tech was out and replace the main line in and the connectors.  He said if it happened again it must be the modem.  I am not convinced.

Here is my connection info:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+

Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 3 Symbol rate 5360537
Downstream Frequency 693000000 Hz Downstream Power 0.8 dBmV
SNR 35.0 dB

Upstream Channel
Lock Status Locked Modulation QAM16
Channel ID 4 Symbol rate 2560 Ksym/sec
Upstream Frequency 29600000 Hz Upstream Power 32.2 dBmV

Any ideas?  I have also tried some other things like putting modem on a separate power strip and turning off ip flooding.

[edwinsteinmetzn]

Having similar issue with my Surfboard Modem.

Motorola advises that there might be a compatability issue !!!!!!!!

There is no firmware fix as Comcast would have to review and certify with their system.

Solution Given  "off the record"  Buy a different modem "recognized" by Comcast.

[i-am-nerdburg]

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skifam1 wrote:

Upstream Frequency 29600000 Hz Upstream Power 32.2 dBmV

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Your upstream power level is too low. You can't fix this yourself, you'll need a tech. When you call in ask for your $20 credit, since Comcast didn't fix it the first time.

[i-am-nerdburg]

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edwinsteinmetzn wrote:

Having similar issue with my Surfboard Modem.

Motorola advises that there might be a compatability issue !!!!!!!!

There is no firmware fix as Comcast would have to review and certify with their system.

Solution Given  "off the record"  Buy a different modem "recognized" by Comcast.

---

There has been some issues with Motorola gateways and firmware. Comcast is aware of the issue and is working on it. Currently there is no ETA for the upgrade.

[EG]

Hmmm... The upcoming firmware fix is for the Moto SBG6580's. I wonder if there will be one for the SBG901 ?

http://forums.comcast.com/t5/Connectivity-and-Modem-Help/Comcast-Larry-help-Motorola-Surfboard-SBG65...

[skifam1]

ok, tech was out again today, he changed the two splitter to a four and said next step is for us to replace modem.  A few hours after he left when we were all accessing modem this evening it kept resetting again.  Not confident replacing the modem will have an affect but I guess that is what we will try next.  Here are our power levels now:

Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 7 Symbol rate 5360537
Downstream Frequency 717000000 Hz Downstream Power -4.5 dBmV
SNR 36.9 dB

Upstream Channel
Lock Status Locked Modulation QAM16
Channel ID 4 Symbol rate 2560 Ksym/sec
Upstream Frequency 29600000 Hz Upstream Power 35.7 dBmV

[skifam1]

today here are our power levels

Downstream Channel
Lock Status Locked Modulation QAM256
Channel ID 8 Symbol rate 5360537
Downstream Frequency 723000000 Hz Downstream Power -3.7 dBmV
SNR 36.3 dB

Upstream Channel
Lock Status Locked Modulation QAM16
Channel ID 4 Symbol rate 2560 Ksym/sec
Upstream Frequency 29600000 Hz Upstream Power 52.5 dBmV

Today we have been reset free, waiting for now on replacing the modem to see how this goes.

[i-am-nerdburg]

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skifam1 wrote:

ok, tech was out again today, he changed the two splitter to a four and said next step is for us to replace modem.  A few hours after he left when we were all accessing modem this evening it kept resetting again.  Not confident replacing the modem will have an affect but I guess that is what we will try next.  Here are our power levels now:

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It wouldn't hurt to swap the modem, but your power levels are still screwed up. Have another tech out. Don't forget to aks for your $20 credit for Comcast not fixing it the first time. If you get no joy, drop a note to Comcast corporate customer service (we_can_help@cable.comcast.com) and ask them to send a senior/lead tech.

[akabanrtosh]

Read in a different forum that Disabling IP Flood detection and Firewall protection in the Wireless Configuration fixes the problems with SBG901. I made this change and rebooted last night at 11 PM and so far so good! Will keep this forum updated.

[EG]

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akabanrtosh wrote:
Read in a different forum that Disabling IP Flood detection and Firewall protection in the Wireless Configuration fixes the problems with SBG901. I made this change and rebooted last night at 11 PM and so far so good! Will keep this forum updated.

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I've read that just disabling the "IP Flood Detection" feature is enough. Could you please try re-enabling just the firewall and see what happens ? Would you also let us know please ?

[skifam1]

tried that as one of the first things and it did not help.  we are still having issues but I don't have time to spend troubleshooting.  It is very aggravating, wish i would have stayed with verizon dsl.

[skifam1]

didn't help a bit, our power levels still seem off

Downstream Channel
Lock Status	Locked	Modulation	QAM256
Channel ID	2	Symbol rate	5360537
Downstream Frequency	687000000 Hz	Downstream Power	-2.4 dBmV
SNR	36.8 dB

Upstream Channel
Lock Status	Locked	Modulation	QAM64
Channel ID	5	Symbol rate	5120 Ksym/sec
Upstream Frequency	29500000 Hz	Upstream Power	34.5 dBmV

[skifam1]

Here is the event log

Sun Mar 04 14:50:02 2012	Notice (6)	Ethernet link up - ready to pass packets
Sun Mar 04 14:49:54 2012	Notice (6)	Ethernet link dormant - not currently active
Sat Mar 03 14:49:55 2012	Notice (6)	Ethernet link up - ready to pass packets
Sat Mar 03 14:49:47 2012	Notice (6)	Ethernet link dormant - not currently active
Fri Mar 02 14:49:44 2012	Notice (6)	Ethernet link up - ready to pass packets
Fri Mar 02 14:49:36 2012	Notice (6)	Ethernet link dormant - not currently active
Fri Mar 02 11:37:31 2012	Critical (3)	Started Unicast Maintenance Ranging - No Response received - ...
Thu Mar 01 14:49:36 2012	Notice (6)	Ethernet link up - ready to pass packets
Thu Mar 01 14:49:28 2012	Notice (6)	Ethernet link dormant - not currently active
Thu Mar 01 02:41:57 2012	Critical (3)	Started Unicast Maintenance Ranging - No Response received - ...
Wed Feb 29 14:49:28 2012	Notice (6)	Ethernet link up - ready to pass packets
Wed Feb 29 14:49:18 2012	Notice (6)	Ethernet link dormant - not currently active
Wed Feb 29 09:02:28 2012	Critical (3)	Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established	Critical (3)	DHCP FAILED - Requested Info not supported.
Time Not Established	Critical (3)	DHCP FAILED - Discover sent, no offer received
Time Not Established	Critical (3)	Started Unicast Maintenance Ranging - No Response received - ...
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out (US 5)
Time Not Established	Critical (3)	Init RANGING Critical Ranging Request (17) Retries exhausted
Time Not Established	Critical (3)	No Ranging Response received - T3 time-out (US 4)
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/Q...
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire FEC f...
Time Not Established	Critical (3)	SYNC Timing Synchronization failure - Failed to acquire QAM/Q..

[akabanrtosh]

See the thread My SBG901 travails

[skifam1]

we are still having issues but it does not seem worth the effort to replace the modem, maybe we will hang with it for awhile and eventually switch back to dsl

[i-am-nerdburg]

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