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.

Responses

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

Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	13	577.75 MHz	-10.50 dBmV	38.61 dB	679	1672
2	Locked	256QAM	14	583.75 MHz	-8.90 dBmV	38.98 dB	704	1848
3	Locked	256QAM	15	589.75 MHz	-9.50 dBmV	37.64 dB	960	1956
4	Locked	256QAM	16	595.75 MHz	-11.00 dBmV	37.64 dB	905	1881
5	Locked	256QAM	17	601.75 MHz	-9.90 dBmV	37.64 dB	981	1905
6	Locked	256QAM	18	607.75 MHz	-11.10 dBmV	36.61 dB	877	2029
7	Locked	256QAM	19	613.75 MHz	-13.00 dBmV	37.36 dB	817	2708
8	Locked	256QAM	20	619.75 MHz	-11.70 dBmV	37.64 dB	786	2138
9	Locked	256QAM	21	625.75 MHz	-14.00 dBmV	34.93 dB	1894	8508
10	Locked	256QAM	22	631.75 MHz	-16.60 dBmV	34.48 dB	2292	13131
11	Locked	256QAM	23	637.75 MHz	-14.20 dBmV	35.60 dB	1095	6322
12	Locked	256QAM	24	643.75 MHz	-16.00 dBmV	33.96 dB	1504	4772
13	Locked	256QAM	25	649.75 MHz	-19.60 dBmV	31.92 dB	1282	6988
14	Locked	256QAM	26	655.75 MHz	-18.60 dBmV	32.68 dB	938	1503
15	Locked	256QAM	27	661.75 MHz	-17.90 dBmV	33.38 dB	2356	3065
16	Locked	256QAM	28	667.75 MHz	-19.70 dBmV	31.99 dB	2308	3880
17	Locked	256QAM	29	673.75 MHz	-19.50 dBmV	31.34 dB	2076	5665
18	Locked	256QAM	30	679.75 MHz	-19.60 dBmV	31.62 dB	1035	1174
19	Locked	256QAM	31	685.75 MHz	-21.60 dBmV	29.81 dB	7587	1371
20	Locked	256QAM	32	691.75 MHz	-19.10 dBmV	31.92 dB	1059	1021
21	Locked	256QAM	33	697.75 MHz	-17.20 dBmV	33.49 dB	914	1015
22	Locked	256QAM	34	703.75 MHz	-20.80 dBmV	30.59 dB	402305	2636605
23	Locked	256QAM	35	709.75 MHz	-22.90 dBmV	28.50 dB	1616372	3866909
24	Locked	256QAM	36	715.75 MHz	-21.90 dBmV	29.23 dB	444232	1944096
25	Locked	256QAM	38	721.75 MHz	-24.00 dBmV	27.30 dB	91454404	488814

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.

fxg

Regular Visitor

•

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?

fxg

Regular Visitor

•

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

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	13	577.75 MHz	-7.10 dBmV	38.61 dB	2243	15053
2	Locked	256QAM	14	583.75 MHz	-6.60 dBmV	38.61 dB	2626	11598
3	Locked	256QAM	15	589.75 MHz	-5.30 dBmV	40.37 dB	1927	18130
4	Locked	256QAM	16	595.75 MHz	-7.40 dBmV	38.98 dB	2121	24386
5	Locked	256QAM	17	601.75 MHz	-6.80 dBmV	37.64 dB	2590	25739
6	Locked	256QAM	18	607.75 MHz	-5.00 dBmV	38.98 dB	2152	21636
7	Locked	256QAM	19	613.75 MHz	-7.50 dBmV	38.61 dB	2389	17797
8	Locked	256QAM	20	619.75 MHz	-8.70 dBmV	37.64 dB	1649	15786
9	Locked	256QAM	21	625.75 MHz	-4.50 dBmV	37.36 dB	3544	24693
10	Locked	256QAM	22	631.75 MHz	-3.30 dBmV	38.61 dB	2900	25321
11	Locked	256QAM	23	637.75 MHz	-5.50 dBmV	38.98 dB	1933	22453
12	Locked	256QAM	24	643.75 MHz	-3.60 dBmV	38.61 dB	2148	16169
13	Locked	256QAM	25	649.75 MHz	-2.10 dBmV	38.98 dB	2023	21293
14	Locked	256QAM	26	655.75 MHz	-3.80 dBmV	40.37 dB	1929	12957
15	Locked	256QAM	27	661.75 MHz	-3.50 dBmV	40.37 dB	3122	18013
16	Locked	256QAM	28	667.75 MHz	-4.00 dBmV	38.98 dB	3063	19524
17	Locked	256QAM	29	673.75 MHz	-4.60 dBmV	38.98 dB	3556	22028
18	Locked	256QAM	30	679.75 MHz	-4.50 dBmV	38.98 dB	1996	16981
19	Locked	256QAM	31	685.75 MHz	-7.60 dBmV	37.64 dB	39775	16208
20	Locked	256QAM	32	691.75 MHz	-6.80 dBmV	37.64 dB	1793	15468
21	Locked	256QAM	33	697.75 MHz	-4.10 dBmV	38.61 dB	1733	16877
22	Locked	256QAM	34	703.75 MHz	-5.50 dBmV	37.64 dB	536319	3503123
23	Locked	256QAM	35	709.75 MHz	-7.20 dBmV	38.61 dB	9197851	5614010
24	Locked	256QAM	36	715.75 MHz	-4.90 dBmV	38.61 dB	1017476	1984141
25	Locked	256QAM	38	721.75 MHz	-4.50 dBmV	38.90 dB	619021249	3220483
26	Locked	256QAM	39	727.75 MHz	-6.20 dBmV	38.60 dB	1043	19544
27	Locked	256QAM	40	733.75 MHz	-5.20 dBmV	38.60 dB	695	5279
28	Locked	256QAM	41	739.75 MHz	-3.80 dBmV	39.20 dB	1381924960	128130617
29	Locked	256QAM	42	745.75 MHz	-3.20 dBmV	38.90 dB	947	2244
30	Locked	256QAM	43	751.75 MHz	-3.70 dBmV	38.60 dB	958	4363
31	Locked	256QAM	44	757.75 MHz	-4.20 dBmV	38.90 dB	430	1616
32	Locked	256QAM	45	763.75 MHz	-5.80 dBmV	37.60 dB	409	1330

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 kSym/s	30.10 MHz	49.75 dBmV
2	Locked	ATDMA	4	5120 kSym/s	17.30 MHz	49.00 dBmV
3	Locked	ATDMA	3	5120 kSym/s	23.70 MHz	49.50 dBmV
4	Locked	ATDMA	1	5120 kSym/s	36.50 MHz	50.00 dBmV

EG

Expert

•

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.

EG

Expert

•

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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fxg

300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

fxg

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