Arris SBV3202

i just replaced my old TM822 by sbv3202 to gain full advantage of my quoted down speed of 600Mb/s. After installation and activation, my down speed is still at 220 with no change to up speed of around 20. Needless to say, I have had many calls to Xfinity but none of them was of any use or able to rectify the issue. Very frustrating, as every phone call involved lots of waiting time and modem restart. the latest is the My Account webpage shows ,"We can't connect to your device" and link to status center ... following the link just lead to a loop of contacting support, etc., restart modem.

I also want to add that this recent replacement is the second SBV3202 as I exchanged the first one after essentially the exact same issue thinking that it could be the unit that was the problem.

Here below is from the modem status page. Can somebody help with some suggestions?

Downstream

	DCID	Freq	Power	SNR	Modulation	Octets	Correcteds	Uncorrectables
Downstream 1	16	501.00 MHz	3.60 dBmV	40.95 dB	256QAM	319811597	0	0
Downstream 2	17	507.00 MHz	3.20 dBmV	40.37 dB	256QAM	658619972	0	0
Downstream 3	18	513.00 MHz	3.20 dBmV	40.37 dB	256QAM	649817005	0	0
Downstream 4	19	519.00 MHz	2.90 dBmV	38.98 dB	256QAM	688372048	0	0
Downstream 5	20	525.00 MHz	3.00 dBmV	38.98 dB	256QAM	172579910	0	0
Downstream 6	21	531.00 MHz	2.90 dBmV	40.37 dB	256QAM	699859825	0	0
Downstream 7	22	537.00 MHz	2.80 dBmV	40.37 dB	256QAM	697568223	0	0
Downstream 8	23	543.00 MHz	2.60 dBmV	38.98 dB	256QAM	698451573	0	0
Downstream 9	24	549.00 MHz	2.30 dBmV	38.98 dB	256QAM	156767648	0	0
Downstream 10	25	555.00 MHz	2.40 dBmV	40.37 dB	256QAM	582021395	0	0
Downstream 11	26	561.00 MHz	2.60 dBmV	38.98 dB	256QAM	586909241	0	0
Downstream 12	27	567.00 MHz	2.20 dBmV	38.98 dB	256QAM	583471250	0	0
Downstream 13	28	573.00 MHz	2.20 dBmV	40.95 dB	256QAM	147278193	0	0
Downstream 14	29	579.00 MHz	1.80 dBmV	38.98 dB	256QAM	671466153	0	0
Downstream 15	30	585.00 MHz	1.60 dBmV	38.98 dB	256QAM	670765179	0	0
Downstream 16	31	591.00 MHz	1.70 dBmV	38.98 dB	256QAM	668664191	0	0
Downstream 17	32	597.00 MHz	1.60 dBmV	38.61 dB	256QAM	148727997	0	0
Downstream 18	33	603.00 MHz	1.50 dBmV	38.98 dB	256QAM	656015861	0	0
Downstream 19	34	609.00 MHz	1.40 dBmV	38.61 dB	256QAM	658976652	0	0
Downstream 20	35	615.00 MHz	1.60 dBmV	38.98 dB	256QAM	803572132	0	0
Downstream 21	36	621.00 MHz	1.80 dBmV	40.37 dB	256QAM	181807495	0	0
Downstream 22	37	627.00 MHz	1.60 dBmV	39.40 dB	256QAM	786890840	0	0
Downstream 23	38	633.00 MHz	1.80 dBmV	38.98 dB	256QAM	788435698	0	0
Downstream 24	39	639.00 MHz	1.70 dBmV	38.98 dB	256QAM	787967726	0	0
Downstream 25	40	645.00 MHz	1.80 dBmV	39.50 dB	256QAM	187402633	0	0
Downstream 26	41	651.00 MHz	1.60 dBmV	39.50 dB	256QAM	894126427	0	0
Downstream 27	42	657.00 MHz	1.50 dBmV	39.50 dB	256QAM	894943580	0	0
Downstream 28	43	663.00 MHz	1.40 dBmV	39.50 dB	256QAM	893004787	0	0
Downstream 29	44	669.00 MHz	1.30 dBmV	39.50 dB	256QAM	186784567	0	0
Downstream 30	45	675.00 MHz	1.40 dBmV	39.50 dB	256QAM	877209659	0	0
Downstream 31	46	681.00 MHz	1.40 dBmV	39.50 dB	256QAM	874399523	0	0
Downstream 32	47	687.00 MHz	1.10 dBmV	39.50 dB	256QAM	879817139	0	0

Reset FEC Counters

Upstream

	UCID	Freq	Power	Channel Type	Symbol Rate	Modulation
Upstream 1	9	29.20 MHz	41.00 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 2	6	10.40 MHz	40.00 dBmV	DOCSIS2.0 (ATDMA)	2560 kSym/s	16QAM
Upstream 3	12	40.40 MHz	40.25 dBmV	DOCSIS2.0 (ATDMA)	2560 kSym/s	64QAM
Upstream 4	8	22.80 MHz	40.25 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 5	10	35.60 MHz	40.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM
Upstream 6	7	16.40 MHz	40.75 dBmV	DOCSIS2.0 (ATDMA)	5120 kSym/s	64QAM

Responses

Accepted Solution

mat77

New Poster

•

7 Messages

2 years ago

Not sure why, but my last post on the speed issue of my Arris Surfboard SBV3202 was closed and i cannot reply to or comment on it. Refence link: https://forums.xfinity.com/conversations/your-home-network/arris-sbv3202/6355c2142ff2c66589014128?commentId=639f9c80ebc755162835c989

Long story short - i replaced my old TM822 by SBV3202 to get better speed, but found no improvement. Contacting Xfinity did not resolve the problem. Although their staff was helpful, they failed to find solutions. The fact that it was not one of their modems did not help. Lots of speculation as to what the issues were including DOCSIS 2 not being being able offer higher speed, and that DOCSIS 3 modem was needed. After weeks of trying and numerous hours on the phone with Xfinity, i finally surrendered and got an Arris Surfboard T25 modem, only to first find the same low speed of 200mbps. Naturally, Xfinity confirmed all the line voltage, SNR, provisions and was defensive about their service but offered no solution.

Well, as it turned out, after much research, the problem was with the router (ASUS RT-68R in AI-Mesh mode), or rather the firmware version. The latest firmware version for some reason lowered the speed and by reverted to an earlier version of the firmware, all is fine (whether through ethernet or wireless). I wanted to close the loop on the previous post, but was not able because it had been closed somehow.

It remains unknow to me if the SBV3202 will indeeed give speed close to 800MBPS as advertised as i returned the equipment after getting the T25. Despite all this, the journey has been a good learning experience.

Note: This comment was created from a merged conversation originally titled Arris SBV3202

0

zip21222

Contributor

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160 Messages

3 years ago

@mat77

Those numbers do seem quite acceptable.

What brand & model router are you using?

Are you testing via a wifi connection? If so, can you test via ethernet just to see if there's any difference?

5

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mat77

New Poster

•

7 Messages

@zip21222 I use an ASUS RT-AC66R in AImesh mode and this served me well for several years with the TM822 modem. Speed test was done on a hard line RJ45 ethernet connection and wifi. The give very comparable numbers. The number in the status table of this SBV3202 modem are vary similar to the ones one installed a few days ago.

3 years ago

0

zip21222

Contributor

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160 Messages

I really wonder if your account is provisioned incorrectly, since 220 is just about what you'd expect from a 200mbps line when you include xfinity's overprovisioning.

I'd start out trying to find a competent xfinity online support tech who really can check what your account is provisioned at.

If that doesn't work, I'd ask for a tech visit and insist they show your account running at 600mbps with an equivalent xfinity gateway.

HTH

3 years ago

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mat77

New Poster

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7 Messages

@zip21222 great suggestion about tech visit. thanks. As it happened, i just spoke with an Xfinity Tech, who confirmed that i have a 800 service but she did not confirmed that that was what was provisioned. She did say, however, that DOCSIS-3.0 equipment would not get to that speed, only 3.1 equipment would. She was helpful and somewhat knowledgeable, but still gave plenty of standard Xfinity defensive arguments for why they couldn't do more.

3 years ago

0

EG

Expert

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110K Messages

@mat77 wrote;

She did say, however, that DOCSIS-3.0 equipment would not get to that speed, only 3.1 equipment would.

FWIW. That's not true. They rate that device for speeds up to 940 Mbps down;

Device Info - Xfinity

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3 years ago

0

zip21222

Contributor

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160 Messages

Ay Caramba!!!

Do these folks even look at their own website???

from https://www.xfinity.com/support/devices/#details :

ARRIS SBV3202
Model number: SBV3202
Model Specifications
Device Type: EMTA
Wired Download Speed: Up to 940 Mbps
Voice/Telephone enabled: Yes
Built-in WiFi: No
DOCSIS Channels: 32 down x 8 up
DOCSIS Version: DOCSIS 3.0
IPv6: Yes

(ooh, it just turned noon here. Good, I think I need a drink...)

3 years ago

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mklipsch2

Regular Visitor

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5 Messages

2 years ago

I received an email from Xfinity stating that my modem wouldn't handle the speed I was paying for.

After a quick speed test, I found, as usual, Xfinity has no clue about what my modem can do.

They state it is only capable of 373 Mbps, speed test came in at 456 Mbps.

Think I'll join you for that drink!

(edited)

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Your Home Network

mat77

Arris SBV3202

Downstream

Upstream

mat77

zip21222

mat77

zip21222

mat77

EG

zip21222

mklipsch2

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