Regular Visitor
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4 Messages
Gigabit Internet with SB8200, only getting 250 down / 5 up
I have called and chatted with support and the only thing that I'm being told is, "Your modem is not compatible with your speed tier you are subscribed". Support then gives me a link to look at the compatible devices, which actually has my modem (SB8200) listed as a compatible device. I will also like to mention that I was getting gig speeds until recently.
Taking a look at this gigabit troubleshooting guide, it tells me to make sure my modem displays a bootfile like this: d11_m_xxx_gigabit_c01.cm. Well, after taking a look, my modem has a default bootfile attached to it, d11_m_sb8200_default_c01.cm. After mentioning this to support, they still tell me that my modem is not compatible with the gigabit speeds and that is why I am having this issue.
Here is my connection status information:
| Startup Procedure | ||
|---|---|---|
| Procedure | Status | Comment |
| Acquire Downstream Channel | 525000000 Hz | Locked |
| Connectivity State | OK | Operational |
| Boot State | OK | Operational |
| Configuration File | OK | |
| Security | Enabled | BPI+ |
| DOCSIS Network Access Enabled | Allowed | |
| Downstream Bonded Channels | |||||||
|---|---|---|---|---|---|---|---|
| Channel ID | Lock Status | Modulation | Frequency | Power | SNR/MER | Corrected | Uncorrectables |
| 20 | Locked | QAM256 | 525000000 Hz | 9.1 dBmV | 39.6 dB | 0 | 0 |
| 17 | Locked | QAM256 | 507000000 Hz | 8.9 dBmV | 39.8 dB | 0 | 0 |
| 18 | Locked | QAM256 | 513000000 Hz | 9.0 dBmV | 39.7 dB | 0 | 0 |
| 19 | Locked | QAM256 | 519000000 Hz | 9.1 dBmV | 39.8 dB | 0 | 0 |
| 21 | Locked | QAM256 | 531000000 Hz | 9.1 dBmV | 39.7 dB | 0 | 0 |
| 22 | Locked | QAM256 | 537000000 Hz | 9.3 dBmV | 39.7 dB | 0 | 0 |
| 23 | Locked | QAM256 | 543000000 Hz | 9.3 dBmV | 39.7 dB | 0 | 0 |
| 24 | Locked | QAM256 | 549000000 Hz | 9.5 dBmV | 39.6 dB | 0 | 0 |
| 25 | Locked | QAM256 | 555000000 Hz | 9.6 dBmV | 39.7 dB | 0 | 0 |
| 26 | Locked | QAM256 | 561000000 Hz | 9.6 dBmV | 39.5 dB | 0 | 0 |
| 27 | Locked | QAM256 | 567000000 Hz | 9.6 dBmV | 39.6 dB | 0 | 0 |
| 28 | Locked | QAM256 | 573000000 Hz | 9.5 dBmV | 39.5 dB | 0 | 0 |
| 29 | Locked | QAM256 | 579000000 Hz | 9.6 dBmV | 39.5 dB | 0 | 0 |
| 30 | Locked | QAM256 | 585000000 Hz | 9.7 dBmV | 39.4 dB | 0 | 0 |
| 31 | Locked | QAM256 | 591000000 Hz | 9.8 dBmV | 39.3 dB | 0 | 0 |
| 32 | Locked | QAM256 | 597000000 Hz | 9.8 dBmV | 39.3 dB | 0 | 0 |
| 33 | Locked | QAM256 | 603000000 Hz | 9.8 dBmV | 39.3 dB | 0 | 0 |
| 34 | Locked | QAM256 | 609000000 Hz | 9.7 dBmV | 39.3 dB | 0 | 0 |
| 35 | Locked | QAM256 | 615000000 Hz | 10.0 dBmV | 39.4 dB | 0 | 0 |
| 36 | Locked | QAM256 | 621000000 Hz | 9.9 dBmV | 39.2 dB | 0 | 0 |
| 37 | Locked | QAM256 | 627000000 Hz | 9.8 dBmV | 39.3 dB | 0 | 0 |
| 38 | Locked | QAM256 | 633000000 Hz | 9.7 dBmV | 39.1 dB | 0 | 0 |
| 39 | Locked | QAM256 | 639000000 Hz | 9.7 dBmV | 39.2 dB | 0 | 0 |
| 40 | Locked | QAM256 | 645000000 Hz | 9.9 dBmV | 39.2 dB | 0 | 0 |
| 41 | Locked | QAM256 | 651000000 Hz | 9.8 dBmV | 39.1 dB | 0 | 0 |
| 42 | Locked | QAM256 | 657000000 Hz | 9.8 dBmV | 39.1 dB | 0 | 0 |
| 43 | Locked | QAM256 | 663000000 Hz | 9.7 dBmV | 38.9 dB | 0 | 0 |
| 44 | Locked | QAM256 | 669000000 Hz | 9.8 dBmV | 39.0 dB | 0 | 0 |
| 45 | Locked | QAM256 | 675000000 Hz | 9.6 dBmV | 38.7 dB | 0 | 0 |
| 46 | Locked | QAM256 | 681000000 Hz | 9.8 dBmV | 38.9 dB | 0 | 0 |
| 47 | Locked | QAM256 | 687000000 Hz | 9.8 dBmV | 38.6 dB | 0 | 0 |
| 48 | Locked | Other | 722000000 Hz | 10.5 dBmV | 36.2 dB | 500873695 | 0 |
| Upstream Bonded Channels | ||||||
|---|---|---|---|---|---|---|
| Channel | Channel ID | Lock Status | US Channel Type | Frequency | Width | Power |
| 1 | 6 | Locked | SC-QAM Upstream | 29600000 Hz | 6400000 Hz | 45.0 dBmV |
| 2 | 5 | Locked | SC-QAM Upstream | 36100000 Hz | 6400000 Hz | 45.0 dBmV |
| 3 | 7 | Locked | SC-QAM Upstream | 23000000 Hz | 6400000 Hz | 45.0 dBmV |
| 4 | 8 | Locked | SC-QAM Upstream | 16500000 Hz | 6400000 Hz | 45.0 dBmV |
Is anyone able to tell me what else might be going on, or how I can get my issue resolved?
Responses
EG
Expert
•
86.5K Messages
10 m ago
Call in again and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.
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