Forum Thread

ARRIS SURFboard SB6121 appears not working

2,104 48 November 8, 2017 at 01:56 PM
Xfinity internet
Connected two laptops one at a time directly to ARRIS SURFboard SB6121
Not connecting - says IP address was not secured - no internet

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#2
Should we skip trying to help since you're looking for a new one?
New install old install
did you activate it on xfinity
did you log in to the modem to see info
did you call xfinity
do you have cable tv or know your line is good
any outages reported in your area
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#3
To connect multiple devices to a cable modem use of a router that does NAT is generally required.

What is the state of the status leds on the modem?

I'd hook your router back up power cycle the modem check your cables and then go to 192.168.100.1 to get the modem's status page. The result of this or the blinking lights will likely be that your cable internet is down for some reason. You'll probably need to call xfinity.
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#4
Quote from stufine
:
Should we skip trying to help since you're looking for a new one?
New install old install
did you activate it on xfinity
did you log in to the modem to see info
did you call xfinity
do you have cable tv or know your line is good
any outages reported in your area
Plan B = New One

- Been in service for 1 yr - bought on a SD alert on Amazon, turned out t be refurbished, 90 day warranty
- Xfinity is sending a truck
- did not log in myself, Xfinity might have done it
- No TV - but if I connect a router, then internet works (using it to send this, except for one site- which triggered the troubleshoot)
- no outages - see above - just one URL does not work, turned out to be that the Laptop(s) not connecting directly with the ARRIS modem = wired (Lenovo T430s)
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Last edited by ms2000 November 8, 2017 at 05:10 PM.
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#5
Quote from jkee
:
To connect multiple devices to a cable modem use of a router that does NAT is generally required.

What is the state of the status leds on the modem?

I'd hook your router back up power cycle the modem check your cables and then go to 192.168.100.1 to get the modem's status page. The result of this or the blinking lights will likely be that your cable internet is down for some reason. You'll probably need to call xfinity.
LEDs are fine
power cycled the modem a few times but nothing changed
No blinking light
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#6
Quote from ms2000
:
LEDs are fine
power cycled the modem a few times but nothing changed
No blinking light
Please review this troubleshooting information for the SB6121:
http://arris.force.com/consumers/...nformation

LEDs are fine is not a valid state.
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#7
Quote from ms2000
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- No TV - but if I connect a router, then internet works (using it to send this, except for one site- which triggered the troubleshoot)
You should use a router even if you just want a single device connected. The minimal NAT firewall it provides is something well worth having between you and the internet.

This description makes it sound like maybe your computer just wasn't renewing its ip address when it was directly connected. Please note cable modems often latch on the the MAC address (that's media access controller address) of the device connected and won't work on other devices unless you power cycle. 10-15 years ago this was typically more permanent and if you switched devices you'd have to re-register what was connected or clone the MAC address of the registered device.

In your case I can't help wondering if rebooting your computer would have solved it or a simple ipconfig /renew Also possible but not likely that you did something like assign static ip addresses to your computers and forgot about it.
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#8
Quote from jkee
:
You should use a router even if you just want a single device connected. The minimal NAT firewall it provides is something well worth having between you and the internet.

This description makes it sound like maybe your computer just wasn't renewing its ip address when it was directly connected. Please note cable modems often latch on the the MAC address (that's media access controller address) of the device connected and won't work on other devices unless you power cycle. 10-15 years ago this was typically more permanent and if you switched devices you'd have to re-register what was connected or clone the MAC address of the registered device.

In your case I can't help wondering if rebooting your computer would have solved it or a simple ipconfig /renew Also possible but not likely that you did something like assign static ip addresses to your computers and forgot about it.
Thanks & Repped

ipconfig /renew is something I was using during Win NT - long forgotten

I had to reboot the modem while wired with the laptop and internet worked. Then and URL RockAuto.com also worked.

So now I am behind the Belkin router and internet works but not RockAuto.com - it did work in the past regularly - since the eve of yesterday it stopped working - same with a wired desktop. What seems the issue?
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Last edited by ms2000 November 8, 2017 at 09:24 PM.

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#9
Quote from ms2000
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Thanks & Repped

ipconfig /renew is something I was using during Win NT - long forgotten

I had to reboot the modem while wired with the laptop and internet worked. Then and URL RockAuto.com also worked.

So now I am behind the Belkin router and internet works but not RockAuto.com - it did work in the past regularly - since the eve of yesterday it stopped working - same with a wired desktop. What seems the issue?
Hard to say. Could be an issue with that website, your browser, your firewall, your dns server, router, etc. Belkin wouldn't be my first choice for a router.

Comcast did have a massive outage recently that was L3's fault. Wonder if there are still some gremlins to work out.
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#10
Quote from jkee
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Hard to say. Could be an issue with that website, your browser, your firewall, your dns server, router, etc. Belkin wouldn't be my first choice for a router.

Comcast did have a massive outage recently that was L3's fault. Wonder if there are still some gremlins to work out.
I had Belkins since 1999 - no issues.

If Comcast is the issue, then the URL works when directly wired to the modem! So logically it not Comcast?
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#11
What other sites aren't working besides just this one?

What on the internet is working?
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#12
Quote from ms2000
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I had Belkins since 1999 - no issues.

If Comcast is the issue, then the URL works when directly wired to the modem! So logically it not Comcast?
Routers do go bad, if it works directly connected to your modem, but not when behind your router the problem is the router. What are you using for DNS when your behind the router?
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Vague questions receive vague answers . . . . . .
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#13
Quote from menace33
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What other sites aren't working besides just this one?

What on the internet is working?
All works
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#14
Quote from LiquidRetro
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Routers do go bad, if it works directly connected to your modem, but not when behind your router the problem is the router. What are you using for DNS when your behind the router?
Default values - didn't set anything manually
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#15
Quote from ms2000
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Default values - didn't set anything manually
I would change that either on the router or pc and see if that helpsm
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