Regular Visitor
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5 Messages
300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem
I've had the Performance Pro internet rated at 300Mbps for a few years now, using the Arris SB6190 modem and Google Mesh Wifi, it's always been very consistent at 300+ Mbps, the Google router tests speeds daily and I have a log that has the last 30 days being 330 to 350Mbps.
However 4 days ago on Friday the speed suddenly dropped to below 100, no big deal I thought as it has happened a couple of times in the past, I'll power cycle the equipement. It got better but stayed around 100-120Mbps, all throughout the weekend and into now Monday. I've contacted support three times, through chat and phone, they've diagnosed/tested/restarted the modem and said I need a new modem and to get a DOCSIS 3.1. While I'm willing to go get an upgrade, I just can't imagine the modem is now half working when it's been at full speed for at least 2 years now.
I have not done any equipement or wiring change, can someone help me troubleshoot this further? Btw not sure if this is related, but a few weeks ago I notced outside the house where the cable connects to the street, there's a new metal cylinder thing connected between the cables, about the size of a finger, the ground wire has also been changed out, it has a green tag on it says Comcast and Do not remove. A technician must have put it there recently since it wasn't there before.
fxg
Regular Visitor
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5 Messages
4 years ago
Here's my modem stats, let me know if there's anything else I should post, channel 26 to 32 says "Not Locked"
Startup Procedure
Downstream Bonded Channels
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EG
Expert
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110.2K Messages
4 years ago
Without even seeing the upstream power stats, the downstream stats are horrible ! You may want to call this in and report it. Request another tech visit to investigate. What you have described sounds like it is a new grounding block that was installed which may not have been connected properly. And / or It may also be a noise filter / trap that was also put on your line by their noise egress police because your house is feeding noise back into the lines which may be affecting your neighbor's connectivity. Good luck with it ! Please post back with how things turn out, thanks.
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fxg
Regular Visitor
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5 Messages
4 years ago
Thank you, do you have any suggestion on how to get suppor this information? I've called/chat 3 times and they never once asked for this and just go through their script of diagnosing the modem and sending restart signals. I did ask for a tech on the last call but they said it will cost $70 to get a tech out here, what's the best way to communicate with them on this?
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fxg
Regular Visitor
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5 Messages
4 years ago
Found the issue, whoever installed the metal cylinder filter did not weather proof it correctly, I unplugged it and one end had quite a lot of water in it, probably from the ice/snow storm we had last Thursday, which make sense the speed would deteriorate starting Friday. Dried it thoroughly and plugged back in, speed test is back to 300+
Though I double checked the modem status after the speed is back to normal, does this look ok now or are there still concerns I should contact support? Including Upstream:
Downstream Bonded Channels
Upstream Bonded Channels
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EG
Expert
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110.2K Messages
4 years ago
It won't cost you anything if it is on their end of the demarc / a problem with their equipment / their mistake.
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EG
Expert
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110.2K Messages
4 years ago
Oh. And the downstream is better but is still marginal / on the weak side. The upstream power is borderline / almost out of spec. There is no wiggle room to allow for the inevitable fluctuations. More work needs to be done.
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