Arris S33

Is this with a computer / device that is connected directly to the S33, or is there a router / WiFi in the mix here ?

Both hardline & wifi. Modem is an Asus AC3200.

You mean the router is an Asus AC3200. Anyway, for a test, connect the computer / device directly to the S33 cable modem (no router in the mix) and see what speed you get then. You'll have to power cycle the S33 when you connect the computer directly to it, and then again when you re-connect the router

Sorry for the confusion. I have connected directly to a computer from the modem as well as hardline from the modem and wifi. I have done speed test all 3 ways still only get results around 400mbps.

Ok, what do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 

Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.

Sorry about the formatting but this is how it pasted in.

ProcedureStatusCommentAcquire Downstream Channel429000000 HzLockedConnectivity StateOKOperationalBoot StateOKOperationalConfiguration FileOKSecurityEnabledBPI+DOCSIS Network Access EnabledAllowed

Downstream Bonded ChannelsChannel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables5LockedQAM256429000000 Hz6 dBmV42 dB001LockedQAM256405000000 Hz7 dBmV42 dB002LockedQAM256411000000 Hz7 dBmV42 dB003LockedQAM256417000000 Hz6 dBmV42 dB004LockedQAM256423000000 Hz7 dBmV42 dB006LockedQAM256435000000 Hz6 dBmV42 dB007LockedQAM256447000000 Hz7 dBmV42 dB008LockedQAM256453000000 Hz7 dBmV42 dB009LockedQAM256459000000 Hz7 dBmV42 dB0010LockedQAM256465000000 Hz7 dBmV42 dB0011LockedQAM256471000000 Hz7 dBmV42 dB0012LockedQAM256477000000 Hz7 dBmV42 dB0013LockedQAM256483000000 Hz7 dBmV42 dB0014LockedQAM256489000000 Hz7 dBmV42 dB0015LockedQAM256495000000 Hz7 dBmV42 dB0016LockedQAM256501000000 Hz6 dBmV42 dB0017LockedQAM256507000000 Hz6 dBmV42 dB0018LockedQAM256513000000 Hz6 dBmV41 dB0019LockedQAM256519000000 Hz6 dBmV41 dB0020LockedQAM256525000000 Hz6 dBmV41 dB0021LockedQAM256531000000 Hz5 dBmV41 dB0022LockedQAM256537000000 Hz5 dBmV41 dB0023LockedQAM256543000000 Hz5 dBmV41 dB0024LockedQAM256549000000 Hz5 dBmV41 dB0025LockedQAM256555000000 Hz5 dBmV40 dB0026LockedQAM256561000000 Hz5 dBmV40 dB0027LockedQAM256567000000 Hz5 dBmV41 dB0028LockedQAM256573000000 Hz5 dBmV41 dB0029LockedQAM256579000000 Hz5 dBmV41 dB0030LockedQAM256585000000 Hz5 dBmV41 dB0031LockedQAM256591000000 Hz5 dBmV41 dB0032LockedQAM256597000000 Hz6 dBmV41 dB00159LockedOFDM PLC690000000 Hz6 dBmV41 dB42175980

Upstream Bonded ChannelsChannel IDLock StatusUS Channel TypeFrequencyWidthPower9LockedSC-QAM35600000 Hz640000042.0 dBmV10LockedSC-QAM29200000 Hz640000042.0 dBmV11LockedSC-QAM22800000 Hz640000042.5 dBmV12LockedSC-QAM16400000 Hz640000043.5 dBmV13LockedSC-QAM39600000 Hz160000042.0 dBmV

Current System Time:Thu Jun 2 22:24:09 2022

The stats are in spec. Are there any modem RF error log entries being shown ? If so, please post them as well in their entirety (copy and paste them, don't post a screenshot) but redact the CM MAC and the CMTS MAC addresses for your privacy. They are considered to be personal information. The posting of personally identifying information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically.

No errors that I could find. I assume that information is located in the event logs?

There are other signal stat values that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to poll the CMTS (Cable Modem Termination System) to check for any real-time degradation and / or error reports, see your node / cable plant, and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats and confirm that the correct bootfile / speed configuration file for you subscribed to speed tier is loaded into the modem

You should get a reply here in your topic. Good luck !

Hey, thanks for your assistance. Have a good one. I'll be waiting. 

My pleasure !

Hi@Djskeeter

Thanks so much for reaching out to our community forums. I see our awesome expert EG has provided you with some great information and troubleshooting steps. I am happy to provide additional help with your speed concerns. 

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See example DM example

Hello all,

I have just upgraded from SB6183 that I have had for many years.  After a tech was at my fathers next to me - the tech explained we could get 1.2mbps.  He Said we needed new modems that support this speed.  OK no problem Purchased two Arris S33 modems.  After hours on the phone with Xfinity they just told me to wait and see if speed increases (face palm).  I'm getting speeds from 200-350mbps.  I am on the 900mbps plan. This exact issue occurred at his house.  I have not had a chance to run Connection Properties at his house yet.  However, Mine seam to be a little out of spec.  The cable to my house was replaced about 2-3 years ago.

Downstream Power Level: -19 to-11 dBmV across channels

Downstream Signal to Noise Ratio (SNR): 33 to 38 dB

Upstream Power Level: 38.5 to 40 dBmV

@user_050c8c 

FWIW. The downstream power levels are too low / out of spec as are some of the SNR values.