Visitor
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Arris Sb8200 slow speed with xifinity
So From last 4 years i am
having same speed issues with xifinity with my own devices( arris sb8200 modem & AMPLIFI mesh wifi router). I have change multiple plans from 600mbps to 800mbps now 900mbps. So recently i change my plan to 900mbps but unfortunately i never get the speed Xfinity promise me. I had almost 6 visits in past from
technician where one told me that i have old modem so i change my modem to arris sb8200 from previous lower arris modem. But still i am only getting 250mbps barely on ethernet with sb8200 directly linked to LAN port and 220mbps on wifi with AMPLIFI mesh router. Nobody yet resolve my issues. Support people using ping pong method to resolve issue in past. Today technician came in and showed me that bandwidth is good with upstream & downstream but even he didn’t figured out why i am still having this slow speed issue even sb8200 is Xfinity compatible. Please if anyone knows anything which can help me
XfinityJosephA
Official Employee
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1.7K Messages
3 years ago
Hello, @user_singh, what type of PC are you using directly into the modem? Trying multiple devices and upgrading your Ethernet cable may help. If you have service that delivers up to 900 Mbps using a Cat 6 or higher may increase your performance.
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NoNoBadPuppy
Problem Solver
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550 Messages
3 years ago
If more than one modem is unable to get the speed your tier is rated at, then it is not a problem with the modem. You will have to keep hounding xfinity until they fix it. Many of the techs they send out do not know more than the basics, and will tell you it's the modem instead of being honest and saying they do not know how to troubleshoot the problem. Ask them to send out a senior tech (I have seen them referred to as a 2nd level tech). I had the same problem for two year; too numerous to count visits; no one could find the problem. I annoyed them enough that they finally sent a tech out that knew what he was doing; he found two issues:
1. At the junction box on the pole, water was getting in every time it rained, and that water had gotten into the cable running from the pole to the outside of our house. Other techs had gone through the motion of climbing up and looking at it, but clearly did not know what to look for. He replace the box on the pole, and ran new cable to the house.
2. He found that the run from the box on the exterior of my home, through the basement and up to the living room, had been installed in such a fashion that it had a severe (more than 180 degree) bend in it, and this had compromised the cable. He pulled the old line, ran a new one, and I was finally able to get the speed I was paying for.
As I stated, there were numerous other techs who missed both and blamed it on my modem (I bought my own modem and router to be free of the draconian restrictions that xfinity puts on theirs, and the fact that you cannot disable the hotspot). I estimated there were between 12 and 15 visits in the two years I had poor signal quality. Each one failed to 'find' any problem, so blamed my equipment.
One other thing; often, when I call in, I would be told "I just looked at your signal and it looks fine...no problem". If you hear that, you are being lied to. They cannot see what speed you are getting from the output of the modem. They can see if your modem is active, is online, and responds to queries from their end; very similar to pinging a computer on a network. If they get a response, they assume all is well.
Keep hounding them until they correct the situation.
Have you asked them to reprovision your modem, and have you also verified that you have the latest updates from them for your modem?
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user_6e3a88
Visitor
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12 Messages
3 years ago
is the upstream signal power i bet. sb8200 needs at least 45-51 and when comcast has a problem is always low, in the 35-39 and that's way to low!!!
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