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abedrabbo
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Saturday, November 26th, 2022 11:21 PM

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Arris SB8200 Drops DOCSIS 3.1

I have been running my own Arris SB8200 for a couple of years now, with no issues. Recently, I noticed that after I restart the modem, the download starts off in DOCSIS 3.1 (blue light), but switches back to DOCSIS 3.0 (green light) after a few minutes. After a couple of calls with Xfinity tech, who were very nice, I was told there's nothing they can about it, because they can not diagnose my modem, since it's not Xfinity. That's a bit weak if you ask me! I have tried to restart the modem, reset to factory settings, and the same. Blue for a few minutes, then back to green. To add insult to injury, I received an email saying that my download speed was upped to 400mbps from 300mbps and guess what, I used to get over 300 before this "upgrade" and now I'm lucky if I hit 200mbps. All being equal, nothing has changed. Same modem, same Airport Extreme router, same cables and connections. Any help would be appreciated. 

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2 years ago

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EG

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2 years ago

The concern is not "Community Center" help related. Thread moved here to the proper help section for assistance. 

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abedrabbo

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@EG​ Thank you! I'm a newb to the forums :)

2 years ago

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EG

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@abedrabbo 

No worries !

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2 years ago

Andyr1

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8K Messages

2 years ago

Can you post your signal levels and Event Log? It's possible the OFDM, which is typically at the highest frequencies, may be a bit too weak or noisy so it decided to drop it.

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EG

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2 years ago

@abedrabbo 

Please redact all of the CM MAC and the CMTS MAC addresses in your error log entries for your privacy. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. The forum bot will not allow your post to be seen publically. It flagged your post as "Private".

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abedrabbo

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@EG​ Roger that! I've redacted Mac addresses. 

2 years ago

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EG

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@abedrabbo​ 

Is there a drop amplifier in the coax cable line leading to the modem ? If so, try bypassing it and see.

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2 years ago

abedrabbo

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@EG​ There's no amplifier in my unit, I used to have a splitter, but got rid of that a long time ago and connect directly to the wall. Having said that I remember Comcast adding amplifiers to our building.

2 years ago

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EG

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@abedrabbo​ 

Ok. I saw that you posted about getting a tech visit. Good luck with it ! Please post back here in your topic with how things turn out.

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I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
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I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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2 years ago

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Jim721

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2 years ago

Your downstream signals are way to high and out of spec. You need a tech out. 

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abedrabbo

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@Jim721​ Thank you. What could cause this? Old building with old coax cables? 

2 years ago

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Jim721

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2 years ago

Generally when you have old coax or bad fittings or splitters your DS signals will drop. That said your levels are way to high that tells me something outside of your house needs adjusted or fixed like possibly an amplifier. Also your Upstream levels are on the low side of ok. That makes me think your coax cables and connections are likely good. If not your upstream signals would be spiked. Just my 2 cents after years of dealing with cable internet. I do not work for comcast. 

(edited)

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abedrabbo

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@Jim721​ I really appreciate it. I think Comcast has installed a bunch of amplifiers in our building because of its age. I will call next week and ask for a tech to come out.

2 years ago

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