Arris SPG6900-AC Dropping Internet

I have purchased and had activated a Arris SBG6900- AC and over the past week it has lost internet connection MANY times, causing me to hard reboot it. Is there a known cause or solution?

12 REPLIES
Expert

Re: Arris SPG6900-AC Dropping Internet

Post levels and log, don't reset it

 

Rookie

Re: Arris SPG6900-AC Dropping Internet

Can you please elobrate for this non-technical person?  I am having the same issue.  Thanks.

Expert

Re: Arris SPG6900-AC Dropping Internet

go to 192.168.0.1 or 192.168.100.1

Copy and paste the signal level and error /event logs.. DON'T RESET THE MODEM, NEED TO SEE REAL HISTORY

 

Rookie

Re: Arris SPG6900-AC Dropping Internet

Time Priority Description

Tue Feb 14 12:57:43 2017Warning (5)TEK Invalid - Invalid Key Sequence Number;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Tue Feb 14 12:35:35 2017Notice (6)TLV-11 - unrecognized OID;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedError (4)Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedError (4)Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedWarning (5)ToD request sent - No Response received;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.0;CM-VER=3.0;
Time Not EstablishedNotice (6)Overriding MDD IP initialization parameters; IP provisioning mode = IPv6
Time Not EstablishedNotice (6)WiFi Interface [wl1] set to Channel 149 (Side-Band Channel:N/A) - Reason:INIT
Time Not EstablishedNotice (6)WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INIT
Fri Feb 10 07:54:44 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Wed Feb 08 19:45:48 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Feb 06 19:50:32 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Sun Feb 05 20:00:34 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Sat Feb 04 20:08:42 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Mon Jan 30 06:06:20 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 27 14:23:32 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Fri Jan 20 13:09:40 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Wed Jan 18 15:18:26 2017Critical (3)Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=04:4e:5a:3e:a5:d3;CMTS-MAC=00:01:5c:8b:f0:66;CM-QOS=1.1;CM-VER=3.0;
Time Not EstablishedCritical (3)No Ranging Response received - T3 time-out
Rookie

Re: Arris SPG6900-AC Dropping Internet

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2561531000000 Hz-2.9 dBmV40.7 dB00
2LockedQAM2562537000000 Hz-2.9 dBmV40.6 dB00
3LockedQAM2563543000000 Hz-3.1 dBmV40.6 dB00
4LockedQAM2564549000000 Hz-3.2 dBmV40.5 dB00
5LockedQAM2565555000000 Hz-3.3 dBmV40.2 dB00
6LockedQAM2566561000000 Hz-3.2 dBmV40.2 dB00
7LockedQAM2567567000000 Hz-3.3 dBmV40.2 dB00
8LockedQAM2568573000000 Hz-3.2 dBmV40.2 dB00
9LockedQAM2569579000000 Hz-3.3 dBmV40.2 dB00
10LockedQAM25610585000000 Hz-3.2 dBmV40.2 dB00
11LockedQAM25611591000000 Hz-3.3 dBmV40.1 dB00
12LockedQAM25612597000000 Hz-3.2 dBmV40.2 dB20
13LockedQAM25613603000000 Hz-3.3 dBmV40.1 dB00
14LockedQAM25614609000000 Hz-3.4 dBmV40.1 dB10
15LockedQAM25615615000000 Hz-3.6 dBmV40.0 dB00
16LockedQAM25616621000000 Hz-3.8 dBmV39.9 dB00
Established Sharer

Re: Arris SPG6900-AC Dropping Internet


rhbronstein wrote:

I have purchased and had activated a Arris SBG6900- AC and over the past week it has lost internet connection MANY times, causing me to hard reboot it. Is there a known cause or solution?



KNOWN CAUSE: Urban legend [which should be ignored] that resetting your internet data modem when speeds drop or ping times increase will automatically unlock the TWC speed limit and make it run at full speed and low ping.

Expert

Re: Arris SPG6900-AC Dropping Internet

need to see the upstream as well. Repost the ENTIRE page at least a couple hours after the modem reset itself. We need to see real history. Rigght now it appears there are splitters in the line.

 

Rookie

Re: Arris SPG6900-AC Dropping Internet

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed 

 

 
Downstream Bonded Channels
ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1LockedQAM2561531000000 Hz-2.5 dBmV40.8 dB230
2LockedQAM2562537000000 Hz-2.5 dBmV40.8 dB210
3LockedQAM2563543000000 Hz-2.6 dBmV40.7 dB60
4LockedQAM2564549000000 Hz-2.7 dBmV40.7 dB60
5LockedQAM2565555000000 Hz-2.7 dBmV40.3 dB370
6LockedQAM2566561000000 Hz-2.7 dBmV40.4 dB30
7LockedQAM2567567000000 Hz-2.8 dBmV40.3 dB240
8LockedQAM2568573000000 Hz-2.7 dBmV40.2 dB350
9LockedQAM2569579000000 Hz-2.7 dBmV40.3 dB120
10LockedQAM25610585000000 Hz-2.7 dBmV40.3 dB120
11LockedQAM25611591000000 Hz-2.8 dBmV40.2 dB340
12LockedQAM25612597000000 Hz-2.7 dBmV40.2 dB170
13LockedQAM25613603000000 Hz-2.9 dBmV40.2 dB320
14LockedQAM25614609000000 Hz-3.0 dBmV40.2 dB140
15LockedQAM25615615000000 Hz-3.3 dBmV40.0 dB80
16LockedQAM25616621000000 Hz-3.5 dBmV40.0 dB40

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA685120 Ksym/sec37000000 Hz50.0 dBmV
2LockedTDMA652560 Ksym/sec19400000 Hz47.5 dBmV
3LockedATDMA665120 Ksym/sec24200000 Hz48.3 dBmV
4LockedATDMA675120 Ksym/sec30600000 Hz49.5 dBmV



Rookie

Re: Arris SPG6900-AC Dropping Internet

Thank you very much for the assistance with this!!