ARRIS SURFboard SB6190 Connection Speed Problem

Question

This Xfinity account with a SB6190 modem is receiving significantly reduced interned speeds. This SB6190 had received 275 Mbps up until about June 2020. Customer continues to receive good upload speeds of 10 Mbps. Xfinity Technical Support believes problem may require SB6190 which will require expensive upgrade to Motorola DOCSIS 3.1 modem . Customer believes problem may be an Xfinity issue supporting SB6190 modems. (For instance, Xfinity could send a bad boot/config file causing lowers connection speeds to SB6190 modems.)

Xfinity customers with SB6190 modems please post following:

1) Xfinty internet service tier.

2) Connection speed test results from https://speedtest.xfinity.com/

3) Advise if SB6190 event log found at http://192.168.100.1/cgi-bin/eventlog contains following error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) Post your approximate location.

Here are my SB6190 results:
1) Xfinity 275 Mbps Internet Service

2) Download = 91 Mbps. Upload= 10 Mbps

3) My SB6190 event log does contain error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) St. Paul, MN

go4875 · Answer

Xfinity customers with SB6190 modems please post following:1) Xfinty internet service tier.2) Connection speed test results from https://speedtest.xfinity.com/3) Advise if SB6190 event log found at http://192.168.100.1/cgi-bin/eventlog contains following error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’4) Post your approximate location.Here are my SB6190 results:1) Xfinity 600 Mbps Internet Service2) Download = 150 Mbps. Upload= 17 Mbps3) TBD4) San Jose, CA Have you tried calling Arris? I would also be interested to see the solution to this as I am experiencing the same slowness since around May 2020

node006565 · Answer

I also began experiencing slower speeds in the May 2020 time period. I contacted Arris and modem passed all tests. Since we have both experienced slow speeds around the same time this definitly looks like a change was made by Xfinity in this timeperiod which has slowed connections to SB6190 and possibly other modems.

1) Please at least try to post your Arris error logs to this thread. Arris error logs may be found by going to http://192.168.100.1/cgi-bin/eventlog (username=admin, password=password).

2) Please also seek a Xfinity billing credit for spending time helping Xfinity troubleshoot a problem(s) with their service.

go4875 · Answer

Thanks node006565

I have to get a few things for my MAC to be able to plug into the Arris RJ45 port.

Will post logs as soon as I get them

I also just posted a support help from Arris in hopes that they can help .

I posted the log output that was posted in the original thread

I guess the question is, is your issue resolved?? If it is, what did you do to resolve this?? Would really hate to buy a new modem.

node006565 · Answer

This is an ongoing problem.  The SB6190 continues to have slow Xfinity Internet speeds.

node006565 · Answer

So the Xfinity Slow download download speed with good upload speed problim contines with my SB6190 DOCSIS 3.0 modem.
Below please find modem status after 72+ hours of runtime. Power and SNR looks good. Slow download occurrs even with all 32 downstream channels connected! Anyone have any ideas on how an Xfinity customer can ask for a check of their side of the network or am I just an SOL user?
Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	37	645.00 MHz	4.50 dBmV	40.37 dB	3	0
2	Locked	256QAM	9	471.00 MHz	4.80 dBmV	40.37 dB	12	0
3	Locked	256QAM	10	477.00 MHz	4.70 dBmV	40.95 dB	0	0
4	Locked	256QAM	11	483.00 MHz	4.70 dBmV	40.95 dB	0	0
5	Locked	256QAM	12	489.00 MHz	4.70 dBmV	40.37 dB	14	0
6	Locked	256QAM	13	495.00 MHz	4.60 dBmV	40.37 dB	8	0
7	Locked	256QAM	14	507.00 MHz	4.60 dBmV	40.95 dB	14	0
8	Locked	256QAM	15	513.00 MHz	4.60 dBmV	40.95 dB	0	0
9	Locked	256QAM	16	519.00 MHz	4.50 dBmV	40.37 dB	10	0
10	Locked	256QAM	17	525.00 MHz	4.50 dBmV	40.37 dB	9	0
11	Locked	256QAM	18	531.00 MHz	4.40 dBmV	40.37 dB	14	0
12	Locked	256QAM	19	537.00 MHz	4.20 dBmV	40.37 dB	0	0
13	Locked	256QAM	20	543.00 MHz	4.10 dBmV	40.37 dB	3	0
14	Locked	256QAM	21	549.00 MHz	4.00 dBmV	40.37 dB	0	0
15	Locked	256QAM	22	555.00 MHz	4.00 dBmV	40.37 dB	2	0
16	Locked	256QAM	23	561.00 MHz	3.90 dBmV	40.37 dB	1	0
17	Locked	256QAM	24	567.00 MHz	4.00 dBmV	40.37 dB	1	0
18	Locked	256QAM	25	573.00 MHz	4.00 dBmV	40.37 dB	1	0
19	Locked	256QAM	26	579.00 MHz	4.00 dBmV	40.37 dB	0	0
20	Locked	256QAM	27	585.00 MHz	4.10 dBmV	40.37 dB	0	0
21	Locked	256QAM	28	591.00 MHz	4.20 dBmV	40.37 dB	1	0
22	Locked	256QAM	29	597.00 MHz	4.20 dBmV	40.37 dB	3	0
23	Locked	256QAM	30	603.00 MHz	4.10 dBmV	40.37 dB	2	0
24	Locked	256QAM	31	609.00 MHz	4.00 dBmV	40.95 dB	2	0
25	Locked	256QAM	32	615.00 MHz	4.00 dBmV	39.50 dB	2	0
26	Locked	256QAM	33	621.00 MHz	4.00 dBmV	39.50 dB	0	0
27	Locked	256QAM	34	627.00 MHz	4.20 dBmV	39.90 dB	0	0
28	Locked	256QAM	35	633.00 MHz	4.20 dBmV	39.50 dB	0	0
29	Locked	256QAM	36	639.00 MHz	4.40 dBmV	39.20 dB	1	0
30	Locked	256QAM	38	651.00 MHz	4.40 dBmV	39.50 dB	0	0
31	Locked	256QAM	39	657.00 MHz	4.30 dBmV	39.50 dB	1	0
32	Locked	256QAM	40	663.00 MHz	4.40 dBmV	39.50 dB	4	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 kSym/s	24.40 MHz	37.50 dBmV
2	Locked	ATDMA	5	1280 kSym/s	41.20 MHz	37.50 dBmV
3	Locked	ATDMA	4	5120 kSym/s	37.20 MHz	37.50 dBmV
4	Locked	ATDMA	3	5120 kSym/s	30.80 MHz	37.50 dBmV
5	Locked	ATDMA	1	5120 kSym/s	18.00 MHz	37.50 dBmV

Current System Time: Wed Aug 26 13:45:53 2020

node006565 · Answer

My DOCSIS 3.0 modem speeds have mysteriesly been cut in half since May 2020. It's an SB6190 subscribed to 250 Mbps Xfinity with slow ~90 Mbps download (upload speed is normal)

Any others with DOCSIS 3.0 modems post https://speedtest.xfinity.com/ results to this thread to let us know if your internet speeds are as expected or slower than Xfinity subscription.

BruceW · Answer

@node006565 wrote: ... SB3160 subscribed to 250 Mbps Xfinity with slow ~90 Mbps download ...

Are you connecting via Wifi or Ethernet? If Ethernet, speeds around 90 Mbps are sometimes due to cable or connector problems, or an network adapter that isn't capable of Gigabit speeds.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information ("SB3160" isn't a valid model #), especially downstream power levels and SNR, upstream power levels, and error log.

node006565 · Answer

SB6190 modem, SNR, and Power and upload speed is good. I've made calls to Xfinity technical support who were each capable of modem reboot, however I have not found any way to request Xfinity test their equipment to ensure it is functioning correctly.

user_b4e34b · Answer

I am having the same problem, same device, same symptoms.  What is the solution???

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ARRIS SURFboard SB6190 Connection Speed Problem

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