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12 Messages
Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]
I recently upgraded our modem to take advantage of the GIGABIT package offered by Comcast in which I bought a DOCSIS 3.1 ARRIS SB8200 (which is compatble with this package). However after a weeks worth of consulting w/ Comcast's agents, they are saying that the modem lights dont have to be blue and that the signal levels I am getting are accurate and speeds are where they need to be at.
My speeds are: 644.38 DOWNLOAD | 41.76 UPLOAD (speedtest.net)
This modem (SB8200) indicates that to ensure customer has DOCSIS 3.1 both the UPSTREAM and DOWNSTREAM lights need to be BLUE. However, the only BLUE is the DOWNSTREAM and the UPSTREAM is GREEN. Checking with ARRIS, I was able to get a hold of an agent in which we 3 way called Xfinity to let them know that the signal levels aren't being met as the "Power dBmV are below the specifications of the ARRIS modem." ARRIS agent told Xfinity that the SB8200 requires a minimum upstream signal level of 45-51 dbmv. I am only getting 32.0/33 dBmV. Hence the reason the light is not blue. ARRIS agent recommended that Xfinity remove the modem from my account and setup a new profile from scratch to fix this. Roughly 20 minutes go by and its still the same issue while we are still on the phone and the ARRIS agent is strongly suggesting that something is wrong with the signal coming to the house. So, the Xfinity agent sends a technician to my house in which they tell me that the speeds coming from the outside is great HOWEVER we can't come inside because of COVID-19 and can't test anything inside. I will have to wait until it is all over to have someone come inside and check wiring.
Regarding resolution of the issue I'm having, Arris points to this minimum requirement and Comcast points to the signal levels as meeting Comcast's specification which leaves me still pointing to the green upstream indication. Comcast refuses to admit that the levels are below manufactures specs and do not want to adjust the signal level higher. If this is the case why is the SB8200 on their approved list?
Please help.
EG
Expert
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112.2K Messages
5 years ago
Comcast does not yet offer DOCSIS 3.1 on the upstream.
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johntorres
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12 Messages
5 years ago
If this is the case I am highly upset at every technician/tech support as they are uneducated about it.
What do you think about my up/down speeds? Are they low for my gigabit package? Should it be more download speeds?
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EG
Expert
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112.2K Messages
5 years ago
Only the download speed is low.
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johntorres
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12 Messages
5 years ago
what is the range that it should be?
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flylow47
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1 Message
5 years ago
I've had this Arris modem with gigabit speed for nearly 2 years. Have only ever seen one "blue" light on it.
The highest I ever got was 940/42. 6 months ago it was consistently 880-940. Right now it has been testing btw 820-920 / 42. My eero system runs a test automatically and logs it. I've not seen 940 since pre-covid days. Makes me wonder what Comcast if comcast is doing something with the speeds. Sure, I'd like to see the 940, but I am pretty positive I've never tried to pull even close to that - streaming multiple 4k devices and doing gaming and conferencing all simultaneously.
Comcast does recommend to use their testing server - I think you mentioned speedtest.net. I use that for my connections around the house and never see more than 300. Cat5 wiring in the house is useful but old, and several access points won't go faster than 100.
Oh - I have had the line to my house replaced - it got cut once and resulted in the TV cutting out. Internet was still churning 900+ speeds, though. Even well below what Arris said it needed to be. After the new line, signal improved. Comcast did this for no charge, also.
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johntorres
Frequent Visitor
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12 Messages
5 years ago
for some weird reason only speedtest is the one giving me the slow speeds but my router app is giving me higher speeds. is something wrong?
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johntorres
Frequent Visitor
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12 Messages
5 years ago
Can someone take a look at these connection levels and tell me if something is wrong? I am getting random disconnects at my house and I just got the modem today in the mail to replace the SB8200 since my old post no one really seemed to have an accurate answer.
SPEEDTEST ----> 865.39 DOWNLOAD | 41.79 UPLOAD
done today 4/28/2020 7:36AM
Here is the EVENT LOG:
Tue Apr 28 2020
Tue Apr 28 2020
Tue Apr 28 2020
However here is all the CONNECTION details:
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EG
Expert
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112.2K Messages
5 years ago
The stats are in spec. Is this with a router / WiFi connection ? If so, for a test, does a computer hardwired directly to the router with an ethernet cable have the same problem ?
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darkangelic
Gold Problem Solver
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2K Messages
5 years ago
I don't understand why you're so upset at the upload speeds. The Gigabit package - which I have as well - is 1000 download and 35 upload. With overprovisioning on the upload side, your 41.6 upload is actually really great. The upload is perfectly attainable with 4 channels on DOCSIS 3.0. When I still had my SB8200 I would always hit 940/42 consistently, using 4 upload channels on DOCSIS 3.0.
As far as the download, it's pretty low for gigabit, but that could be the result of any number of factors.
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johntorres
Frequent Visitor
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12 Messages
5 years ago
the upload im not to worried about it when it comes to actual speedtest, but the download speed yes. I feel as if it is really low. Arris was saying that the "upstream" power is too low and that it needed boosting. He said that this is why it was low speeds.
HOWEVER I did buy a new modem and its eh somewhat better but not what I was expecting.
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Ambigulous
Visitor
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2 Messages
4 years ago
I spent days and days trying to get thius to work. I was online with technicians all over the world, Mexico, Philippines and Guatemala, sometime for hours at a time. I connected it directly to the Xfinity input to the house, it didn't work. I had the Xfinity technician come out, he could not make it work. He added a Viewsonic Q-6-680 equalizer, and replaced some equipment outside m y house. We could never get to work.
There is a bunch of garbage online about the dBmV levels. The level I have are fine.
Just buy the Netgear Nighthawk 32 x 8 DOCSIS 3.1 Cable Modem instead (Model: CM1200-100NAS) - it just works.
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Ambigulous
Visitor
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2 Messages
4 years ago
I spent days and days trying to get my Arris SB8200 cable modem to work. I was online with technicians all over the world, Mexico, Philippines and Guatemala, sometime for hours at a time. I connected it directly to the Xfinity input to the house, it didn't work. I had the Xfinity technician come out, he could not make it work. He added a Viewsonic Q-6-680 equalizer, and replaced some equipment outside m y house. We could never get to work.
There is a bunch of garbage online about the dBmV levels. The dBmV levels I have are fine.
Just buy the Netgear Nighthawk 32 x 8 DOCSIS 3.1 Cable Modem instead (Model: CM1200-100NAS) - it just works.
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EG
Expert
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112.2K Messages
4 years ago
Year old dead thread now being closed......
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