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ARRIS S33 and Gigabit Extra 1200mbps plan not reaching anywhere close to advertised speeds + extreme correctable error rate
I recently purchased an S33 modem in order to be able to use the 1200mbps plan, paired with an Asus RT-AC68U router. I've been maxing out at about 250-350mbps downstream hard-wired directly from the modem. No issues with latency, just throughput.
Things I've noticed:
The box where the node joins to the house has a grounding block but the ground wire is attached to nothing.
The device support page (https://www.xfinity.com/support/devices) spins endlessly where my SB8200 used to show up immediately
When using the Xfinity assistant, it does not show a plan listed for me (Plan: *blank* Speed: *blank mbps*)
Device info:
| tandard Specification Compliant | DOCSIS 3.1 |
| Hardware Version | V1.0 |
| Software Version | TB01.03.001.10_012022_212.S3 |
| Cable Modem MAC Address | XX:XX:XX:XX:XX |
| Serial Number | XXXXXXXXXXXXXX |
| Status | |
|---|---|
| Up Time | 0 days 00h:33m:15s |
Error log:
| 2/2/2023 03:27:13 |
3 | Successful LAN WebGUI login from 76.156.180.70 on 23/02/02 at 3:27 AM. |
| 31/12/1969 18:00:16 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 18:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 18:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 18:00:22 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 18:00:22 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 18:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 18:00:34 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 18:00:34 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 2/2/2023 03:29:16 |
3 | Successful LAN WebGUI login from 192.168.100.10 on 23/02/02 at 3:29 AM. |
| 2/2/2023 14:06:23 |
3 | Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 2/2/2023 14:10:19 |
3 | Successful LAN WebGUI login from 76.156.180.70 on 23/02/02 at 2:10 PM. |
| 31/12/1969 18:00:15 |
3 | CMSTATUS:US_Diplexer_Mode_Change:Init, 5-42MHz. |
| 31/12/1969 18:00:19 |
3 | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1; |
| 31/12/1969 18:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.2, 258MHz. |
| 31/12/1969 18:00:21 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-21.3, 1002MHz. |
| 31/12/1969 18:00:21 |
3 | CMSTATUS:US_Diplexer_Mode_Change_Ignored:TLV-21.1, 42MHz. |
| 31/12/1969 18:00:27 |
6 | Honoring MDD; IP provisioning mode = IPv6 |
| 31/12/1969 18:00:35 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.2, 108MHz. |
| 31/12/1969 18:00:35 |
3 | CMSTATUS:DS_Diplexer_Mode_Change_Ignored:TLV-84.3, 1002MHz. |
| 31/12/1969 18:00:35 |
3 | CMSTATUS:US_Diplexer_Mode_Change:TLV-84.1, 5-42MHz. |
| 2/2/2023 14:40:18 |
6 | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 2/2/2023 14:40:28 |
3 | No Ranging Response received - T3 time-out;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1; |
| 2/2/2023 14:41:10 |
3 | Successful LAN WebGUI login from 76.156.180.70 on 23/02/02 at 2:41 PM. |
| 2/2/2023 15:02:41 |
3 | Successful LAN WebGUI login from 76.156.180.70 on 23/02/02 at 3:02 PM. |
I worked with a chat agent who noted nothing wrong on their end and did a re-provision for me with no change in speed.
Device status page:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 519000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 519000000 Hz | 5 dBmV | 40 dB | 22211 | 0 |
| 13 | Locked | QAM256 | 471000000 Hz | 3 dBmV | 40 dB | 7031 | 0 |
| 14 | Locked | QAM256 | 477000000 Hz | 3 dBmV | 40 dB | 10395 | 0 |
| 15 | Locked | QAM256 | 483000000 Hz | 4 dBmV | 40 dB | 4709 | 0 |
| 16 | Locked | QAM256 | 489000000 Hz | 4 dBmV | 40 dB | 6015 | 0 |
| 17 | Locked | QAM256 | 495000000 Hz | 4 dBmV | 40 dB | 7440 | 0 |
| 18 | Locked | QAM256 | 507000000 Hz | 4 dBmV | 40 dB | 25049 | 0 |
| 19 | Locked | QAM256 | 513000000 Hz | 5 dBmV | 40 dB | 14140 | 0 |
| 21 | Locked | QAM256 | 525000000 Hz | 4 dBmV | 40 dB | 46313 | 0 |
| 22 | Locked | QAM256 | 531000000 Hz | 5 dBmV | 40 dB | 41358 | 0 |
| 23 | Locked | QAM256 | 537000000 Hz | 4 dBmV | 40 dB | 49645 | 0 |
| 24 | Locked | QAM256 | 543000000 Hz | 5 dBmV | 40 dB | 39386 | 0 |
| 25 | Locked | QAM256 | 549000000 Hz | 5 dBmV | 40 dB | 59452 | 0 |
| 26 | Locked | QAM256 | 555000000 Hz | 5 dBmV | 40 dB | 92201 | 0 |
| 27 | Locked | QAM256 | 561000000 Hz | 6 dBmV | 40 dB | 51705 | 0 |
| 28 | Locked | QAM256 | 567000000 Hz | 5 dBmV | 40 dB | 114733 | 0 |
| 29 | Locked | QAM256 | 573000000 Hz | 6 dBmV | 40 dB | 57657 | 0 |
| 30 | Locked | QAM256 | 579000000 Hz | 7 dBmV | 40 dB | 59946 | 0 |
| 31 | Locked | QAM256 | 585000000 Hz | 7 dBmV | 41 dB | 43273 | 0 |
| 32 | Locked | QAM256 | 591000000 Hz | 8 dBmV | 41 dB | 32639 | 0 |
| 33 | Locked | QAM256 | 597000000 Hz | 7 dBmV | 41 dB | 60165 | 0 |
| 34 | Locked | QAM256 | 603000000 Hz | 8 dBmV | 41 dB | 50219 | 0 |
| 35 | Locked | QAM256 | 609000000 Hz | 8 dBmV | 41 dB | 45501 | 0 |
| 36 | Locked | QAM256 | 615000000 Hz | 8 dBmV | 41 dB | 94100 | 0 |
| 37 | Locked | QAM256 | 621000000 Hz | 8 dBmV | 41 dB | 91521 | 0 |
| 38 | Locked | QAM256 | 627000000 Hz | 7 dBmV | 40 dB | 171668 | 0 |
| 39 | Locked | QAM256 | 633000000 Hz | 8 dBmV | 41 dB | 111423 | 0 |
| 40 | Locked | QAM256 | 639000000 Hz | 8 dBmV | 41 dB | 82040 | 0 |
| 41 | Locked | QAM256 | 645000000 Hz | 9 dBmV | 41 dB | 93878 | 0 |
| 42 | Locked | QAM256 | 651000000 Hz | 8 dBmV | 41 dB | 118674 | 0 |
| 43 | Locked | QAM256 | 657000000 Hz | 9 dBmV | 41 dB | 119149 | 0 |
| 44 | Locked | QAM256 | 663000000 Hz | 9 dBmV | 41 dB | 116216 | 0 |
| 193 | Locked | OFDM PLC | 690000000 Hz | 9 dBmV | 41 dB | 10659505 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel ID | Lock Status | US Channel Type | Frequency | Width | Power | |
| 1 | Locked | SC-QAM | 35600000 Hz | 6400000 | 45.3 dBmV | |
| 2 | Locked | SC-QAM | 29200000 Hz | 6400000 | 44.5 dBmV | |
| 3 | Locked | SC-QAM | 22800000 Hz | 6400000 | 44.5 dBmV | |
| 4 | Locked | SC-QAM | 16400000 Hz | 6400000 | 43.8 dBmV | |
| 5 | Locked | SC-QAM | 40400000 Hz | 3200000 | 46.0 dBmV | |
| 6 | Locked | SC-QAM | 10400000 Hz | 3200000 | 43.5 dBmV | |
Given that the uptime is about 35 minutes, it's concerning to me that almost every channel is having 50,000-100,000 correctable errors per hour. This was present with the SB8200 as well, not just with the S33.
I'm at my wit's end here
Edit: thanks for changing the MACs, i forgot they show up in the event log!
XfinityRaul
Official Employee
•
1.9K Messages
2 years ago
Hello, @Tanktanium. I apologize for the inconvenience this internet speed issue is causing even after doing everything on your end to troubleshoot this problem. I would love the opportunity to help remedy this and get your internet service working properly.
In order to get started, can you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right?
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