New Contributor III
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24 Messages
Is Arris Correct?
I replaced my Cox bundle with internet-only service a couple of weeks ago, and purchased an Arris SB6183 cable modem to replace the Cox unit.
The first week, everything worked just fine.
This week, however, my cable modem seems to "lock up" at least once a day. The lights on it are normal, but nothing's getting thru it. Cycling power on the cable modem and my router brings everything back to life.
So yesterday I contacted Arris support to find out if I had a faulty cable modem or if the problem was with my ISP. They directed me to the cable modem web manager site, where all of my signal levels/channels, etc. were shown. All levels were fine, with the exception of the Upstream Power levels. The levels shown there were between 48.0 and 54.0. The technician said this shows the problem lies with the line, as normal upstream power levels should be in the mid-40's.
This morning I checked again, and all the upstream power levels are between 48.0 and 48.7.
I've also run the Cox "Modem Reset" online last night....everything was working when I went to bed, but this morning I had to cycle power on the cable modem again to restore connectivity.
So my question is this (yeah...LOL...he EVENTUALLY gets to the question!!!)....
Is Arris correct that the problem isn't with the cable modem if the Upstream Power levels are higher than 50, as the technician told me? Are they just trying to push the problem over to Cox?
I'm wondering if I should try another cable modem and see if the problem persists?
Any suggestions?
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Accepted Solution
Tecknowhelp
Valued Contributor II
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2.8K Messages
I agree. I suspect the splitter that is in the box on the side of the house. It should be replaced, or if possible, removed and replaced with a grounding block.
Oops. My mistake. I mixed up Configure and IPv6 settings. You did the right thing. Hopefully Apple will come out with a IPv6 router patch soon. Don't bother mentioning this to the tech, it will only confuse things.
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MichaelJ
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AllenP
Valued Contributor
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1.7K Messages
48.0 and 48.7 are at the upper end of recommended but still within the recommended range of +35 to +49 dBmV for upstream power. When you get the lockup, are you connected directly to the modem or to your router? What router do you have? Wired or WiFi? If you are connected thru the router, try connecting directly to the modem to eliminate the router as cause of the problem.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Upstream looks too high. See here for a 3rd party break down of what signal levels should be. Can you post the signal levels for full review?
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OzzieMike
New Contributor III
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24 Messages
Michaelj,
No...no problems before the change to internet only.
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OzzieMike
New Contributor III
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24 Messages
My router is the current Apple Airport Extreme model...only about 6 months old. No problems with it before the service change. My Mac is connected to the router via ethernet cable. When the cable modem locks up, there's no connectivity on my Mac, whether I'm connected via WiFi or have the WiFi turned off on my Mac (as it is right now).
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Can you post the data requested in my last post? Also try disabling IPv6 in the Airport router. Set it to Link-only. See instructions here.
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OzzieMike
New Contributor III
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24 Messages
OK...here are the cable modem test results:
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Those signal levels look decent, not perfect though. Wasn't something reporting 54db? Does the Upstream power level maybe change? Also, is the modem behind a signal amp?
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OzzieMike
New Contributor III
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24 Messages
Thanks...yes..the Upstream power levels do change. Last night when I was on with Arris tech support is when I got a reading of 54db. It's OK now...after (my third) power cycle of the cable modem today.
Not behind any kind of signal amp.
I haven't had time yet to change the iPV6 setting in my router....that's coming next. (Trying to juggle family needs and this...LOL).
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OzzieMike
New Contributor III
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24 Messages
I don't know if this is useful to anyone here...(I'm hoping it is...). This is the Event Log from the modem...just ran the report.
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OzzieMike
New Contributor III
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24 Messages
Tecknowhelp,
Just an update...I unchecked "Enable IPv6 Connection Sharing" in the Airport router. That was the closest I could find to disabling IPv6 in Airport Utility.
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Tecknowhelp
Valued Contributor II
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2.8K Messages
Logs show a T4 and framing problems with the downstream. That mixed with fluctuating upstream makes me think there is intermittent noise on the lower frequency used for upstream. Noise is just some outside signal that interferes with the signal Cox is putting on the cable. Hard to say for sure since we can only see snap shots of the signal, but a bad splitter in the house box could cause those symptoms.
Were you able to find the Airport Utility in Applications > Utility? If so, click "Internet" then "Internet Options" button. Should have a screen like this:
Where it says "IPv6 mode" set it to "Link only". Ignore the instructions in the screenshot I grabbed from google images.
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OzzieMike
New Contributor III
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24 Messages
OK...it's sure sounding like it truly is a signal issue that Cox will have to correct. (I hope it's acting up again when they arrive!).
Regarding the IPv6 setting in Airport Utility:
The drop down IPv6 Mode contains only two choices: Native or Tunnel
In the Configure IPv6 setting at the top, though, there are 3 choices: Link-Local Only, Automatically, Manually. Assuming this is the setting I need to change, I set it to Link-Local Only.
(And, BTW...I really do appreciate your help here!).
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OzzieMike
New Contributor III
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24 Messages
Thanks again. I will call Cox and have them check things out.
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