Question about Arris SURFboard SB4200 Modem

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Modem drops connection. Must disconnect and reconnect to restore

Several times a day this Motorola SB4200 simply drops my connection and the "Online" and "Activity" light go dark. I have to uplug both the power and ISP provided cable connection from the back of the modem and wait several minutes before re-connecting them. After doing this, service is restored for several more hours. This is a daily battle that I am absolutely sick of fighting.

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  • Anonymous May 24, 2009

    POS motorola modem is the problem I think. I to am tired of calling tech no support and being told to unplug, then replug, stand on one foot, etc. What a piece of total squeez!

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There are plenty of aftermarket Cable Modems for sale at most major retailers (Best Buy, Target, Walmart, etc..)

I would go and buy a decent one of these and try it out to really test to see if the modem is indeed the issue here. If the new one works and doesn't drop the connection anymore then problem solved. If however the new one does do the same thing I would check for proper venting area (make sure you don't have anything on top of or burying your modem) first. If that's fine then it could possibly be issues with your actual line and in that case you'll need to harass the cable company until they actually send someone to test your lines.

Posted on Jun 21, 2009

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I had a similar problem for a long time. The culprit was my TV. It was leaking voltage out of the tuner and down the coax which ran to the splitter my cable modem was on. The voltage was messing up the modem - thus the drops. The fix was put a 2X splitter on the inbound cable, 1 out goes to the cable modem and the other goes to a grounded multi splitter for the TV's. This did the trick for me.

Posted on Oct 05, 2009

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Feb 13, 2011 | Arris SURFboard SB4200 Modem

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1- Disconnect the power at the back of the modem.
2- Disconnect the internet cable at the back of the modem (the cable from the wall to the modem).
3- Wait at least 2 minutes.
4- Connect the internet cable back.
5- Connect the power cable back.
6- The lights on the front of the modem should start turning on one at a time; the top one first, the second one next...

If the on-line light still blinks, you might want to repeat the steps above after shutting down your computer. Turn on your computer if the on line light is OK (not blinking).

If all fails, call your internet service provider (ISP) to see if the service itself is down for maintenance, or if there is a problem with high-speed internet in your area.

If you have a router, you might want to power it off before trying the steps above. Turn it back on when the on line light is OK.

Usually, I call my neighbor who has the same ISP to see if their internet is down, before I call the ISP company.

Hope that helps.

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Sep 21, 2009 | Arris SURFboard SB4200 Modem

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My motorola surfboard sb4200 modem randomly disconnects and then is unable to 'Send', as in the light doesnt go on. This seems to fix at random times and can go off for hours at a time, plz help


Have you contacted your ISP yet? You may be having issues with your connection, such as an upstream low signal-to-noise ratio or upstream receive power.

Also, since your modem is older you may want to have their tech support check and see what the power level is. If it's well above 50, closer to 60, then it's time to replace the modem. What happens is that if the signal is bad then the modem will have to "work harder" to stay online. After awhile they wear out. Another sign is if it's running hot - which means that it's struggling to stay online. Have your ISP confirm this for you.

Finally, have you checked with your ISP to see if there are any ongoing issues in your area? Don't go by what the recording says, as it reads your area code and prefix - and often is inaccurate.

Hope I've helped!

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The only time you need software for a Motorola SB4200 is if you are using USB. If you use ethernet then it is simply plug and play, no drivers required.

The USB Drivers are here.

http://broadband.motorola.com/consumers/products/SB4200/downloads/v2.4.5_WHQL_Drivers.exe

Good Luck.

Hope this helps.

Please Rate

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Try accessing the modem itself and see what is happening on the error log.

You can do this by entering "192.168.100.1" in your browser and hitting enter.

The user name is "admin", the password is "motorola"

Then click on "logs"

The timestamps on the left of the chart are coded pretty "oddly".

For instance, mine says "080206171157" as the last entry.

This means:
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02 (month)
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Try to find one that matches a time when it dropped, and see what made it fail.

I can help you further once you get that information.

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