Motorola SURFboard SBG6580 router/modem combo & Time Warner Cable

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aafusc2988

aafusc2988

Honorable
Jan 8, 2015
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Has anyone had issues with this particular pairing? I purchased my own SBG6580 from amazon so I could avoid paying the rental fee to the cable company. I just moved into a new apartment on Saturday June 6 and have had my internet drop pretty much once every night since being in the place. It usually lasts for 10-25 seconds or so but comes back and usually doesn't occur again in that sitting on the computer. But it has occurred EVERY night since the 6th. Also, this is a WIRED connection doing this. I simply have the Cat5e cord running from my computer to the back of the router/modem combo. I did recently change the cord to the one TWC provided me instead of a longer one my friend gave me (this can't be the issue, can it?)

The router log at the time showed T3 time out errors and all kinds of crazy entries. I updated the firmware of the computer's ethernet port (Realtek PCIe gbe Family Controller) thinking that would work but it happened again last night. Firmware running on the modem/router is SBG6580-6.5.2.0-GA-06-077-NOSH which I believe is Motorola's last firmware for it before ARRIS started doing the updates (and I heard they are terrible). Not only that, but the cable company itself has to push out these firmware updates on ARRIS products and you can't get them alone. So it sounds like from what I've read on other forums I have the best firmware I can have right now, and can't even change it unless I call TWC - even then I could get stuck with something worse.

Someone else said change the DHCP lease time from 3600 to 360000 or some other number... I feel like since it has happened consistently every night (usually once) since the 6th, then it has something to do with DHCP lease time...

It's usually when I'm on Counter-Strike: Global Offensive (Steam) and a Mumble chat server. I haven't done much just regular internet surfing since I am on Steam games all the time. Does anyone have any ideas how to keep these drops from happening? I feel like calling TWC will be useless, and I have no idea what settings to mess around with in the router's configuration.


Here's the router's log from Monday night:

Time Priority Description
Mon Jun 08 19:35:02 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 18:49:50 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 18:19:42 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 18:04:38 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 15:38:54 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 15:04:12 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 08 14:53:42 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 14:41:56 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 08 14:38:38 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 12:46:19 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 12:31:15 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 12:01:07 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 11:46:03 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 11:00:51 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 10:45:47 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 10:30:43 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 10:00:35 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 09:00:19 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 08:45:15 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 08:00:03 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 07:44:59 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 07:14:51 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 06:59:47 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 06:44:43 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 06:29:39 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 05:46:59 2015 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 08 05:44:27 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 05:29:23 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 04:59:15 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 04:44:11 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 04:29:07 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 03:58:59 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 03:43:55 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 03:13:47 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 02:58:43 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 02:43:39 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 02:28:35 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 02:13:31 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 01:43:23 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Mon Jun 08 00:58:11 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 23:42:51 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 23:27:47 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 21:57:23 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 21:42:19 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 21:27:15 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 21:12:11 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 20:57:07 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 20:42:03 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 19:56:51 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Sun Jun 07 19:56:48 2015 Notice (6) TLV-11 - unrecognized OID;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 07 19:56:47 2015 Error (4) Missing BP Configuration Setting TLV Type: 17.9;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 07 19:56:47 2015 Error (4) Missing BP Configuration Setting TLV Type: 17.8;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;
Time Not Established Warning (5) DHCP WARNING - Non-critical field invalid in response ;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INIT
Time Not Established Critical (3) No Ranging Response received - T3 time-out
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;
Sat Jun 06 19:52:25 2015 Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=removed;CMTS-MAC=00:01:5c:31:7f:09;CM-QOS=1.1;CM-VER=3.0;








This is the log since last night after my last drop (for some reason I do not think it's picked up in this log - the last drop that is):

Wed Jun 10 05:58:40 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 05:28:32 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 05:13:28 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 04:43:20 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 04:28:16 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 04:13:12 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 03:12:56 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 02:27:44 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 02:12:40 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 01:57:36 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 01:42:32 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 01:27:28 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 00:57:20 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 00:42:16 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 00:27:12 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Wed Jun 10 00:12:08 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 23:57:04 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 23:42:00 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 23:26:56 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 23:11:52 2015 Notice (6) WiFi Interface [wl0] set to Channel 6 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 22:56:48 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 22:41:44 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 22:26:40 2015 Notice (6) WiFi Interface [wl0] set to Channel 11 (Side-Band Channel:N/A) - Reason:INTERFERENCE
Tue Jun 09 22:11:36 2015 Notice (6) WiFi Interface [wl0] set to Channel 1 (Side-Band Channel:N/A) - Reason:INTERFERENCE
 
Solution
jimmysmitty
Well to test the cable you can always try the other one again. It is possible you have a bad cable but normally you would not have a connection. It could be router settings which is why I never get a combo modem/router. The SURFBoards are great modems but ok routers.

If everything you have done so far hasn't changed anything then you should call TWC and have them look into it. Another thing you can do is run a "tracert www.google.com" (it can be any website) from a command prompt and see if and where there could be packet loss.
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jimmysmitty

jimmysmitty

Champion
Oct 5, 2007
21,605
599
59,140
Well to test the cable you can always try the other one again. It is possible you have a bad cable but normally you would not have a connection. It could be router settings which is why I never get a combo modem/router. The SURFBoards are great modems but ok routers.

If everything you have done so far hasn't changed anything then you should call TWC and have them look into it. Another thing you can do is run a "tracert www.google.com" (it can be any website) from a command prompt and see if and where there could be packet loss.
 
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Solution
B

boosted1g

Titan
Jun 12, 2013
14,846
8
74,965
The router/modem combo's are never that good of quality, its a shame you already spent money on it when a spate modem and router of better quality would have only costed $20-30 more. It is also good to have separate products that way you only have to replace the one that is broken or outdated and not both.

If the modem is getting t3 timeouts that means the connection between the modem and TWC service is bad. If the connection was just fine with the leased modem and now it started up with the replacement then it is likely the modem.
Now you could still have a router issue as well (or with the Ethernet ports on the router).

In regards to the DHCP time, the only way it would be DHCP is if the disconnect is exactly at the interval of the lease. You could always set our PC to a static IP and if this still occurs it is without a doubt not related to DHCP.

A bad cord could cause disconnects easily, but it should not be random, it should be when the cable is bumped.

Do you have other computers connected to this modem? Do they also get disconnected or just you?
 
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bill001g

Titan
Aug 9, 2012
28,326
2,755
125,640
There are some other screens that show the power levels and such the modem is receiving. I will not repeat the range of "good" levels here because there are a number good article that can be found via google.

In most cases what that message means is modem is having issue talking to the cable company. In most cases this is a cabling problem. You need to verify that you have all data rated splitters and if possible that the modem is on the very first splitter as it enters the house. You need to be sure there is no dirt or water in the connectors.

Otherwise you will need to call the ISP. They will likely ask you for your power level on the upstream and downstream channels and the signal to noise ratios. In the rare case it can be the modem but most times it is the cable. The only way to tell for sure is to have them come out and test the cable

Just notice you said you were in a apartment you may not be able to test much. This is why you ask them for these numbers on their test equipment before they leave. The equipment they test with is much more precise than the numbers in the cable modem.
 
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