Question New modem blocking access to some apps and websites

[Miliaaa]

A few months ago I picked up an Arris Surfboard SBG8300 and noticed that some apps/websites don't work any more.

-WhatsApp doesn't work on any device connected to WiFi (for texting - haven't tried calling)
-My favorite mobile game doesn't connect on WiFi or emulated on desktop (ethernet)
-I cannot sync the clock in Windows regardless of the server I use or troubleshooting steps I try
-Random websites here and there will be extremely slow
-I can connect to speedtest.net but I cannot actually run a test
-Discord works but it lags often

There are no parental controls or anything else in place, but I tried resetting to factory default just in case. Didn't work. The only other changes I've made to my settings in the new modem are of course changing the password and the DNS (problems persist regardless of using ISP default, Google, or Cloudflare). I'm not using a VPN or anything. Everything is vanilla as it gets.

I've tried using my brother's Wifi since he lives next door and it reaches my house and everything works perfectly - games, websites, apps, etc. Zero lag too. Same ISP but he's using some old netgear modem/router combo.

Contacted both Arris and my ISP (Sparklight) and they say there's no problems.

Are there any other steps I can try before calling it a loss and just buying something else?

 

[bill001g]

Although I don't know if it will mater much maybe try putting the router in bridge mode to test. This would eliminate any strange router issues. Your pc should get the ip directly from the ISP and the "router" will be pretty much just converting the ethernet signals to docsis. If this still has issue then it could be a issue with the connection. I guess it could be a hardware issue with the router. Since it is a modem/router combo you do not have the option to even attempt firmware changes.

Maybe check the logs for the device. Maybe you are getting lots of errors. I don't know where they keep the modem logs on a modem/router combo but I suspect they do exist because arris has a lot of logging when it is just a modem.

You can try the fairly standard tests. Run tracert 8.8.8.8. This is just to get the ips in the path unless you are very lucky it will not show any actual problems. Now ping hop 1 (your router), hop 2 (for most people the first ISP router) and then some final IP like 8.8.8.8. If you see loss in hop 2 there likely is some issue with the connection to your house.

 

[kanewolf]

Although I don't know if it will mater much maybe try putting the router in bridge mode to test. This would eliminate any strange router issues. Your pc should get the ip directly from the ISP and the "router" will be pretty much just converting the ethernet signals to docsis. If this still has issue then it could be a issue with the connection. I guess it could be a hardware issue with the router. Since it is a modem/router combo you do not have the option to even attempt firmware changes.

Maybe check the logs for the device. Maybe you are getting lots of errors. I don't know where they keep the modem logs on a modem/router combo but I suspect they do exist because arris has a lot of logging when it is just a modem.

You can try the fairly standard tests. Run tracert 8.8.8.8. This is just to get the ips in the path unless you are very lucky it will not show any actual problems. Now ping hop 1 (your router), hop 2 (for most people the first ISP router) and then some final IP like 8.8.8.8. If you see loss in hop 2 there likely is some issue with the connection to your house.

I would also add that disabling IPv6 on your PC may "magically" fix things. If it does, then you will have to disable IPv6 for all your hosts.

 

[greygooser]

A few months ago I picked up an Arris Surfboard SBG8300 and noticed that some apps/websites don't work any more.

-WhatsApp doesn't work on any device connected to WiFi (for texting - haven't tried calling)
-My favorite mobile game doesn't connect on WiFi or emulated on desktop (ethernet)
-I cannot sync the clock in Windows regardless of the server I use or troubleshooting steps I try
-Random websites here and there will be extremely slow
-I can connect to speedtest.net but I cannot actually run a test
-Discord works but it lags often

There are no parental controls or anything else in place, but I tried resetting to factory default just in case. Didn't work. The only other changes I've made to my settings in the new modem are of course changing the password and the DNS (problems persist regardless of using ISP default, Google, or Cloudflare). I'm not using a VPN or anything. Everything is vanilla as it gets.

I've tried using my brother's Wifi since he lives next door and it reaches my house and everything works perfectly - games, websites, apps, etc. Zero lag too. Same ISP but he's using some old netgear modem/router combo.

Contacted both Arris and my ISP (Sparklight) and they say there's no problems.

Are there any other steps I can try before calling it a loss and just buying something else?

Did you ever resolve this issue? I just got a new Arris SB8200 and am having the same problem. Certain apps won't load on my iphone and ipad. So far it's all Google apps (YouTube, Gmail, Google Voice) and I have no idea how to fix it.

 

[kanewolf]

Did you ever resolve this issue? I just got a new Arris SB8200 and am having the same problem. Certain apps won't load on my iphone and ipad. So far it's all Google apps (YouTube, Gmail, Google Voice) and I have no idea how to fix it.

Did you try disabling IPv6 on any of your devices?

 

[greygooser]

Did you try disabling IPv6 on any of your devices?

I have an Orbi Mesh system and IPv6 is disabled by default.

Edit: I am so puzzled by this. All google apps just won't load on my iOS devices on Wifi. If I switch to mobile data they work fine. I'm starting to think it's related to my google account, but it seems so odd to only happen with wifi.

2nd Edit:
So the issue is now resolved. I didn't do anything, it just started working again.