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Visitor

Modem Upgrade

I recently upgraded my modem to an Arris Surfboard SBG7400AC2 and have been experiencing daily drop out for approx 5 minutes multiple times during the day. There is no pattern, it could occur any time. I think when the new modem which is a docsis 3.0 was enabled it may have been put in incorrectly in your system because it reports back on the upstream side as docsis 2.0 (there should also be 8 upstream sessions and it's only reporting back 4) please see below

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Official Employee

Re: Modem Upgrade

Good morning, thank you so much for taking the time to reach out to the Digital Care Team here through the forums, and we are so sorry to see that you are having issues with your modem upgrade dropping connection. I know that having reliable internet is important for your business and you have reached the right team to help make sure we get this taken care of. Can you please send us a private message with your name, the full address, and the phone or account number? 

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