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New Contributor
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New SB6183 from DPQ3212 - Random dropouts
Hello, I recently purchased a new SB6183 (actually hooked it up yesterday). Everything seemed to be working ok after adding the modem to my account and moving the DPQ3212 for phone only. This morning I was trying to check the modem log and could not contact it via 192.168.100.1 and the connectivity seemed sporadic. I have had a tech out earlier in the week who was going to put in a ticket for the tap/node in my backyard. I have not heard anything at this time. I was also wondering if there was an outage in the area as well. Any help is appreciated.
Thank You
DustinP
Moderator
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Are the lights on the SB6183 going out like it is resetting? To check the status of the ticket, we would need the address and name on the account. You may email us at cox.help@cox.com with the account details and brief description, so we may investigate this. Have you attempted to unplug the power to the SB6183 for 5-10 seconds to see if the connection returns? Are you finding any trouble with the phone services hearing static or clicking on calls?
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steviev
New Contributor
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No the lights are all on showing bonded upstream and bonded downstream. I actually called in today and had the rep look at the modem. He said the t3's are climbing and then looked at the node and the rest of the neighborhood. He said it all looked a little high. The modem usually works for about a few hours and overnight.... bam it messes up :) . They are sending someone out tomorrow afternoon to look into it. I have had service with Cox about 14 years and these last couple months have not been so good, I honestly think it is either the drop line underground to the house or the the light green pedestal in my backyard with the automatic amplifier going haywire. If you could also look at a few things I would appreciate that. Just let me know what info you need. I will also email this in.
Thank You,
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Health_Edge
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Valued Contributor III
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". This morning I was trying to check the modem log and could not contact it via 192.168.100.1 and the connectivity seemed sporadic."
Could you explain this more? Being able to reach the 192.168.100.1 page should be totally indepentant of the service to the modem. Another words, you should be able to bring up that page even if your unscrew the cable cord from the modem. Are you connecting to the modem through a router or direct?
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steviev
New Contributor
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Actually it does not work either way. It seems it would not pull the page because it couldn't get diagnostics (signal levels) from the headend to report.
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Health_Edge
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Valued Contributor III
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If that is the case, it is the first cable modem EVER designed like this. The whole point of having diagnostics is to see whats wrong with the signal coming into the modem, so not being able to access the page when the signal is bad doesn't make design sense. I can test this by unscrewing the coaxal from my modem and I can see reach the 192.168.100.1. Obviously that page will tell me the modem is offline, but it still comes up and says that. What exactly do you get? A error? Can you ping the IP? Can you give a screenshot?
BTW, double check your connected to the SB6183 and not some how still connected to the DPQ3212. A phone modem not set up for internet WILL have it's 192.168.100.1 page blocked, so I wonder if that could have anything to do with it.
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steviev
New Contributor
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I agree. I think the modem is erroring out at some point and causing this. When I attempt contact directly to modem the browser just hangs. After it was first hooked up it worked just fine. After it is on for awhile it slowly spirals offline and does the t3 timeouts and such. The dpq3212 did this exact same thing. At first boot everything was good. Next day it would start again.
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steviev
New Contributor
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Hello Tiffany, thank you for looking into this. I did attempt to try the old modem this way because that was also recommended by the rep from phone support. I continued to have issues even directly from a wall outlet. The new sb6183 is connected to a high quality ups. The tech from Saturday said there are several errors on channel 95. This channel is for internet. The automatic gain amp at the pedestal could be the culprit. Also the tech stated to the individual who was logging this information on the other line that all levels would show green but the errors were present. This was directly from the tap pedestal in my backyard and I watched him perform these tests. Do you have any info on the work order that was submitted? Any help is greatly appreciated. Thank you
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Tecknowhelp
Valued Contributor II
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I think you may have defective hardware. Have you tried contacting Arris? Or you may just want to return it for another unit. The fact that you can't access the 192.168.100.1 page shows something is wrong with the unit, separate from any connection problems you may also be having.
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steviev
New Contributor
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Tecknowhelp
Valued Contributor II
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That fact that you cant connect to the modem when the modem is having connectivity issues says to me that the modem itself is failing and thus causing the connectivity issues. T3 can be caused by anything that stops the modem from communicating with Cox, including hardware failure. The connectivity issues aren't causing you to not connect to the modem, it's the other way around. I suggest the next time you have a connection problem, unscrew the cable from the back of the modem and then see if you can access it. If you can't, then the connection problem has nothing to do with the signal coming into the modem.
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steviev
New Contributor
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