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SBV2402: Troubleshooting Internet Connectivity

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Question
How do I troubleshoot Internet connection issues with my SBV2402 modem?
Answer
If all the client devices in the home network have lost Internet connectivity, troubleshooting may resolve or provide insight on the cause of the issue.  This document provides helpful troubleshooting steps for Internet connectivity issues with the SBV2402.  

Troubleshooting on the SBV2402 is not needed if following scenarios are applicable.  
  • Compatible Cable Provider
    Xfinity is the only compatible cable provider for the SBV2402.  The SBV2402 is not compatible with other cable providers, please check the cable provider's website for compatible ARRIS modem and gateways.
  • First Time Setup
    For first time installation of the SBV2402 on the Xfinity home network, refer to article # 17962 - SBV2402: First Time Installation and follow the installation steps.

The following troubleshooting steps are to be followed in sequence.
  1. Check the Modem's LED Light Status
  2. Power Cycle the Modem
  3. Check the Cable Signal Levels

Check the Modem's LED Light Status
First step in troubleshooting is to check the 3 right LEDs located on the front of the SBV2402.  Reference the table below to identify the possible issue for each LED status and perform the steps listed under Possible Solutions.  The detail troubleshooting steps for power cycle and check cable signal level are available below the LED Light Status table.      
 
LED StatusPossible IssuesPossible Solutions
PowerOff - No power on the modem
  • Bad power cord
  • Power cord disconnected
  • No power on the electrical outlet
  • Modem power on failure
  1. Check for damages on the power cord.
  2. Connect the power cord from the modem and to an electrical outlet.
  3. Check that the electrical outlet is working; if controlled by a wall switch, confirm the wall switch is on.
  4. Try a different electrical outlet.
US/DS
 		Blinking - The modem receives low quality or no cable signal
  • Loose or disconnected coax cable 
  • Cable signal outside acceptable range
  1. Securely tighten the connectors on each end of the coaxial cable by hand. 
  2. If applicable, check the television service to ensure cable service is operating properly.
  3. Power cycle the modem by disconnecting power cord for one minute and connecting it back to the outlet.
  4. Check the cable signal levels in the Web manager of the SBV2402.
OnlineBlinking - The modem is scanning for an Internet connection
  • Modem activation is needed
  • Cable signal outside acceptable range
  1. Power cycle the modem by disconnecting power cord for one minute and connecting it back to the outlet.
  2. Check the cable signal levels in the Web manager of the SBV2402.
  3. Contact the cable provider to reactivate the modem.

Power Cycle the Modem
Power cycling the modem is one of the easiest troubleshooting method that may resolve connectivity issues.  It allows the SBV2402 to establish connection while retaining its current configuration settings.  Following the steps below to power cycle the SBV2402.
  1. Shutdown the computer.
     
  2. Disconnect the power cord from the AC wall outlet and wait one minute.
     
  3. Connect the power cord into the wall outlet.
     
  4. Wait until the Power, DS/US, and Online LEDs are solid blue.

    NOTE: It may take up to 15 minutes for the SBV2402 complete the boot-up sequence and connect to the Internet.
     
  5. Restart the computer.

Check the Cable Signal Levels
All DOCSIS cable modems require that the cable signals fall within a very specific range to be an acceptable level for the gateway to connect to the Internet.  The Downstream Power, Downstream SNR (Signal to Noise Ratio), and Upstream Power levels must be within the acceptable ranges for the SBV2402 modem to operate properly.

NOTE: If the SBV2402 is connected to a router, it is recommended to disconnect the router and connect the SBV2402 directly to a computer with an Ethernet cable.
  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari.  Enter http://192.168.100.1 into the address box, and press the Enter key.  The Status page will appear.

    NOTE 1: A security or private risk alert may appear on the web browser advising users to proceed with caution when accessing the Web Manager.  There is no risk in proceeding to the Web Manager.  For instructions to by-pass the alert screen, refer to article # 18181 - Alert Message for Web Manager Access.

    NOTE 2: A login page may appear to access the Web Manager.  Enter the default username admin in the Username field and enter the default password password or customized password in the Password field.  For additional information, refer to article # 17956 – SBV2402: Web Manager Access. 
     
  2. In the Downstream section, verify Power levels are within the acceptable range of - 15 dBmV to + 15 dBmV for each downstream channel. 

    User-added image
     
  3. In the Downstream section, identify the Modulation and Power to verify SNR levels are within the acceptable range for each downstream channel. 
     
    Downstream Signal To Noise Ratio (SNR)
    ModulationPowerAcceptable SNR
    64QAM-15 to 15 dBmV23.5 dB or greater
    256QAM-6 to 15 dBmv30 dB or greater
    -15 to -6 dBmV33 dB or greater
    User-added image
     
  4. In the Upstream section, identify the Symbolic Rate to verify Upstream Power levels are within the acceptable range.
     
    Upstream Transmit Power Level
    ChannelUS Channel TypeSymbol RateAcceptable US Power Level
     
    Single    		TDMA1280 Ksym/sec45 to 61 dBmV
    ATDMA2560 Ksym/sec45 to 58 dBmV
    5120 Ksym/sec45 to 57 dBmV
     
     
    Two    		TDMA1280 Ksym/sec45 to 58 dBmV
    ATDMA2560 Ksym/sec45 to 55 dBmV
    5120 Ksym/sec45 to 54 dBmV
     



    Three or more    		TDMA1280 Ksym/sec45 to 55 dBmV
     
     
     
    ATDMA    		 2560 Ksym/sec45 to 52 dBmV
     5120 Ksym/sec45 to 51 dBmV
    Right click on the image to save it to your computer.
     
  5. Refresh the page at least twice to identify variations in SNR, Downstream Power, and Upstream Power.   

    NOTE: If either of the signal levels are outside of the acceptable range, power cycle the modem. 
     
  6. Contact the cable provider to adjust the signal level to the acceptable level range if the signal levels are outside of the acceptable range.

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