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New Contributor
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Problem with SB6141 or something else
Hi. I am new to this forums and decided to give it a go since all other internet searches have failed so far. Anyways, one sunday morning my internet connection just stopped working so i did a reset on the cable modem several times (usually one reset is all it takes if this happened) to no avail. called cox and was told there was an outage in my area. later that afternoon, i was able to go online for about 20 minutes and then it stopped again even after resetting the modem several times. I again called Cox and this tim was told the same and that it should be fixed by 9pm. By 9:30pm still no internet and was told that it hasn't been fixed maybe tomorrow. The next day the cox rep said she will send a "hit" to see if there is still a problem. Since she could not get through to my modem she said she will schedule a tech visit.
The tech came the next day and after looking at the outside connections checked and reconnected the modem connections inside. Once he reconnected and restarted my motorolla SB6141, initially all the icons were green but after a few seconds, the upload and download icons changed into blue and the internet icon turned off. he said that he would try a different modem and installed the ubee ddw365 modem which got my internet connection back. so with that he said the modem was the problem. since i wanted to buy my own modem and not have to rent one from cox, i purchased a brand new Arris SB6141 and set it up with a cox rep, but then the same thing happened as the first one. at first all the icons turned green but then changed over to blue with the internet icon not having any colored light. did this multiple times with the rep sending a 'hit" but still did not work. but when i reinstall the cox ubee modem, the internet starts working again. i asked if cox stopped supporting the SB6141 but she said they still supported that and she didn't know why it did not work. i'm still using the ubee but will be buying another modem to try.
any thoughts on why this is happening?do you have any solutions or suggestions to fix this?
thank you for your help
AllenP
+4 more
Valued Contributor
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First guess would be borderline power levels, the Ubee is working, the 6141 is not. Can you post the levels? Log on to the Ubee at 192.168.100.1 and go to Status/Connection. You want downstream power between +/-12, closer to 0 the better, with an SNR over 30. Upstream power less the 55dBmV.
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Tecknowhelp
Valued Contributor II
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+1 Signal levels
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jcalmi
New Contributor
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this is what i got
Current System Time: Tue Mar 01 14:02:29 2016
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Tecknowhelp
Valued Contributor II
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Are those the signal levels of the working Ubee gateway (not a modem) or the SB6141? Can you get online with those signal? The upstream is a tiny bit on the high side, but nothing enough to even slow you down, never-mind keep you offline.
Also, do you have anything else connected? A separate router, switch, AP, etc? If you want your own modem, I assume your original modem was a stand alone modem, and I also assume you have more then 1 PC or internet device, so you must of had a stand alone router. When the tech was trying to get you online, was he connecting the PC direct to the SB6141 or through that router? When he hooked up the Ubee, was it direct to PC or also through the router.
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jcalmi
New Contributor
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firstly, thank you for your repsonses. that log was from the ubee gateway. i am able to go online with that.
i have a separate wireless router connected to the ubee. although the ubee has its own wifi, the wireless router that i have is better so i just continue using it. when the tech came over, he connected the PC through the router the same wayit was hooked up to the SB6141 previously.
i will retry the SB6141 again and just hook up one ethernet cable to a PC and see what happens. i will post the log here if i am able to connect.
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jcalmi
New Contributor
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i tried to activate my old 6141 and despite the cox rep trying to help me out, we could not do so. however, i was able to activate the new 6141. everything seems to be working fine right now. my 1 year old 6141appears to be the cause of the problem. now i hope arris will accept a warranty replacement of that so i can return the one i bought. thank you for trying to help me with this problem.
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