Consumers - SBG6580 (v8.6.x): Troubleshooting Wireless Intermittent Connectivity
FAQs

Coronavirus (COVID-19) Disruption


Our Call Center is experiencing a high number of calls due to the COVID-19 situation. We are working to assist everyone who contacts us. In the meantime, please visit www.arris.com/selfhelp for most frequently asked questions about your device. We apologize for the inconvenience and will assist you soon.

ARRIS Consumer Care

Article

SBG6580 (v8.6.x): Troubleshooting Wireless Intermittent Connectivity

« Go Back

Information

 
Question
How do I resolve wireless intermittent connectivity issue on my SBG6580?
Answer
If wireless connection issues arise, troubleshooting may resolve the issue, or may provide insight as to what is causing the issue.  This document provides helpful information for troubleshooting wireless connectivity issues.

The document contains the following sections, to be followed in sequence:

  1. Factory Reset
  2. Disable WMM and Power Save
  3. Scan Wireless AP's and Change Channel

Factory Reset 

  1. Carefully insert the tip of a pen or an unwound paperclip into the reset switch and press on to it.
  2. Hold down the Reset switch for 5 -10 seconds and release it.

    NOTE: To assure the gateway factory defaults, hold the reset switch for 5 -10 seconds.  The indicators are that all LEDs turn off.

    User-added image 
 

Disable WMM and Power Save 

  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari. Enter http://192.168.0.1 into the address box, and press the Enter key.  The Login page appears.

    NOTE: By default the LAN IP address is 192.168.0.1.  If the default address has been changed, enter the custom address in the address box.
     
  2. On the Login page:
    a.   Enter admin in the Username field.
    b.   Enter motorola in the Password field.
    c.   Click the Login button. The Home page appears.

    NOTE: On firmware version 8.9.0.4 and later, the default admin password is required to be changed.  The Change User Password prompt will immediately appear after logging into the Web manager with the default admin password.  For assistance with the Change User Password screen, please refer to article # 18055 - SBG6580 (v.8.9.x): Prompt to Change Default Admin Login.
     
    Right click on the image to save it to your computer.

     
  3. Move the mouse-cursor over the Wireless tab and select the Wireless - Quality of Service sub-link.  The Wireless - Quality of Service page appears.
  4. On the WMM - Quality of Service page:
    a.   WMM Support - Select Off.  
    b.   Power Save Support - Select Off.    
    c.   Click the 
    Apply button.
     
    NOTE: The settings will take effect immediately, as restarting the gateway is not required.
Right click on the image to save it to your computer.
 
 

Scan Wireless AP's and Change Channel 

  1. Launch a web browser, such as Internet Explorer, Firefox, or Safari. Enter http://192.168.0.1 into the address box, and press the Enter key.  The Login page appears.

    NOTE: By default the LAN IP address is 192.168.0.1.  If the default address has been changed, enter the custom address in the address box.
     
  2. On the Login page:
    a.   Enter admin in the Username field.
    b.   Enter motorola in the Password field.
    c.   Click the Login button. The Home page appears.

    NOTE: On firmware version 8.9.0.4 and later, the default admin password is required to be changed.  The Change User Password prompt will immediately appear after logging into the Web manager with the default admin password.  For assistance with the Change User Password screen, please refer to article # 18055 - SBG6580 (v.8.9.x): Prompt to Change Default Admin Login.
     
Right click on the image to save it to your computer.
  1. Move the mouse-cursor over the Wireless tab and select the 802.11 Radio sub-link.  The Wireless -802.11 Radio page appears.

    Right click on the image to save it to your computer.
     
  2. On the Wireless - 802.11 Radio page:
    a.  Select the Scan Wireless AP's button.  A Pop-up window with a list of nearby wireless access points appears.

    NOTE: Pressing the Scan Wireless APs button executes the tool and will Pop-up another window displaying the scan results.  Be sure to disable Pop-up blocker on the browser to allow the tool to work. 
     
  3. On the Pop-up window, determine which channel would be the best to use by verifying which channel is used the least or not used at all.

    User-added image

    NOTE: In the example above Channel 6 is highly used, while Channel 5 is moderately used.  The best Channel available is to use is Channel 1 or the remaining channels not in use.
    • Network Name - List the SSIDs of Access Points seen by the SBG6580
    • Security Mode - Displays the type of security and encryption in use 
    • Mode - Current Mode (generally managed)
    • PHY Mode - Available 802.11 operating mode
    • RSSI - Receive Signal Strength Indicators in dBm, Power Level seen by the SBG6580 at the time of snapshot
    • Strength - Wireless signal strength of nearby Access Points to the SBG6580
      • Green Star indicates weak signal strength
      • Yellow Star indicates moderate signal strength
      • Red Star indicates strong signal strength
    • Channel - Current WiFi transmit channel of nearby Access Points
    • BSSID - Basic Service Set Identifier (MAC Address of nearby Access Points)
  4. Once the channel has been determined, close the Pop-up window.
  5. On the Wireless 802.11 Radio page,
    a.   Control Channel - Click the drop-down tab and select the desired channel.
    b.   Click the Apply button.
    Right click on the image to save it to your computer.

Feedback

 

Was this article helpful?


   

Your feedback is appreciated.

Characters Remaining: 255

 

Print
-->