New install, SB6141, random disconnects, loss of service, great speeds

Yeah it's a whopping 45 days old. I have a SB6120 that my neighbor used and never had issues, i'll throw that on there. ** if i have to warranty the new one already, Arris already threatening to charge me shipping costs on a brand new device that hasn't really worked out of the box.

I hear the Zoom modems seem to have better luck. Any truths to that?

Out of curiosity is anybody from Cox able to see what my Upstream SNR is? It's the only thing I can't seem to check as this modem doesn't appear to have it in the GUI. I'm currently at work so can't get the modem swapped for a few more hours.

Switch the channel from Auto to 1 or 11.

@Cjn801

Are you referring to 2.4ghz channels for Wifi? The issue happens regardless if it's 2.4ghz, 5ghz, or even wired directly into the modem with the router taken out of the equation.

Yes, the 2.4ghz channel for wifi.  This was a fix for me.

This actually did not work for me, I spoke too soon and am experiencing the same issues still.

 So my neighbor let me borrow his SB6120 for testing. Per the specs this should still be able to handle the speed of my service.

Called up Cox Tech support for them to switch to the new modem, get it switch. It programs and comes online. We're testing to make sure all is well and now getting 25-30mbps down, 10mbps up. Ran several tests, still the same.

Look at the signal page and notice only 1 channel downstream, 1 channel upstream. This could be normal for this model not sure. Tech support person says to call Arris they can activate the additional channels. Um what? Can a forum Mod take a look for me? Sometimes the phone/chat people aren't in the know, or I need to start invoking Shibboleet!

That should be able to lock onto 4 downstream channels at least and probably 4 upstream channels. Does your neighbor have Cox? If not, maybe they have different firmware? If they had Cox, then it should be able to channel bond. Not sure why not since signal levels look good.

Neighbor had the 150/20 before changing to a newer modem. It could be running old firmware, but everytime I brought up firmware or channel bonding to the Tier 1 on the phone I could sense her eyes rolling back in her head. I wasn't making any progress on the phone. She suggested I call Arris to have my firmware upgraded....

AZBuckeye46 said:
Neighbor had the 150/20 before changing to a newer modem.

As long as they have Cox, then it should at least compatible firmware, even if not the most recent. Is it possible your neibors modem was replaced because it was having a problem?

Also, does the problem still occur with the different modem? There should be similar logs.

AZBuckeye46 said:
She suggested I call Arris to have my firmware upgraded....

This always gets on my nerves. To say they won't do it is one thing, but to not know how to do it is completely different.

So with the neighbors SB6120 he loaned me, I'll refer to it at the loaner going forward, everything seems fine....internet itself is snappy, no cutouts, none of the issues reported in my first post. The downside is I'm only getting the one bonded channel which should easily be remedied. I wonder if the tech applied the wrong configuration for this modem when i was on the phone earlier.

So this loaner modem is much more stable, granted it's 30mbps versus the 125mbps. In my work I need 100% uptime for VPN as we work from home 2 days a week so any cutout is unacceptable. I can't be in the middle of a change and lose internet connection.

Hopefully one of the Cox personnel on this forum can take a look at my the modem and apply the correct template for it or see if it needs a firmware upgrade to get the needed channel bonding for my service type. The modem supports the speeds. I may try the power adapter from this loaner modem on my modem tomorrow as i know the SB6141 seems to have widespread adapter issues causing those T3 power resets.

Hi Edward!

I actually just swapped out the loaner modem with my modem, but I am using the power adapter from the loaner modem. I just reset the modem to factory which why you are seeing a single T3 Timeout which i can confirm is from the reboot.

Glad this firmware is up to date. I honestly don't think the T3 issues i'm seeing are the service, my levels are pretty good and consistent, even between modems. I have a feeling it's a power issue as reported by literally thousands of other people.

The drops when they happened were random. Some days it would be 3 hard resets, sometimes I could go a day between resets.

I self activated the new modem this last time as my experience on the phone was pretty dreadful earlier. Sorry I am stir crazy right now and wanted to try the different power adapters on my new modem.