Frequent Visitor
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8 Messages
Is My SB8200 modem Faulty?
Bought an Arris SB8200 modem to replace a Netgear CM500V to take advantage of higher speed offered.
SB8200 can only obtain same speed as Netgear had. There are errors in the connection page, but the corrected errors for 29 are thru the roof, uncorrectables are 2 digits all other channels are 3digits :
| 29 | Locked | Other | 780000000 Hz | 3.3 dBmV | 41.0 dB | 396798204 | 29 |
| 30 | Not Locked | QAM256 | 0 Hz | 0.0 dBmV | 41.8 dB | 611 | 326 |
The event log keeps filling up and the modem cannot receive the offered configuration file, it fails every time.
| 07/06/2021 21:41 | 69010700 | 4 | "SW upgrade Failed after download -Incompatible SW file" |
| 07/06/2021 21:41 | 69010200 | 6 | "SW Download INIT - Via Config file d11_m_sb8200_speedtierextreme2_c01.cm" |
The product page shows that I have hardware version 6 and software version AB01.01.009.32.01_122319_183.0A.NSH
Repetitive errors on channel 29 various event type codes, after software file failed:
| 07/06/2021 21:58 | 74010100 | 6 | "CM-STATUS message sent. Event Type Code: 24; Chan ID: 29; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 1 2 3.;CM-MAC=<deleted>;CMTS-MAC=<deleted>;CM-QOS=1.1;CM-VER=3.1;" |
Had truck roll yesterday and technician came into house with a small meter and said he could read all of the settings as soon as he arrived and things were good. Then he left. Did not look at anything else - cables, etc.
I contacted Arris and they said that there were issues with the power indicators and Xfinity said there were no issues.
Should I just return the modem for a replacement and hope the next one is better?
Andyross
Gold Problem Solver
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8K Messages
4 years ago
Channel 29 is the OFDM channel. It's normal to show higher errors due to it's very high datarate. It has strong error correction so it's rarely an issue. The weird 0 frequency and 0dB with channel 30 is a bug in the user interface. That channel is a normal QAM channel and is functioning properly. It happens when a QAM channel is listed after the OFDM. The event log errors are also somewhat normal for the OFDM channel. The OFDM is broken into smaller pieces internally, and it's just a notification that it made some changes due to noise at a particular frequency.
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BruceW
Gold Problem Solver
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26.5K Messages
4 years ago
Which Internet speed tier do you subscribe to? If it's 1.2Gbps, the SB8200 isn't compatible. See https://www.xfinity.com/support/devices/.
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EG
Expert
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111.7K Messages
4 years ago
@rider1
To address your speed problem. There is a known issue where some SB8200 modems are not accepting the correct configuration / boot file for the faster speed tier for some reason as evidenced by the error log entry that you posted;
So the modem defaults to using a slower speed tier boot file. I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able 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 and accepted by the modem.. You should get a reply here in your topic. Good luck !
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CCJodie
Problem Solver
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1.3K Messages
4 years ago
@rider1 Hey there! We can take a closer look at the modem bootfile. Please send us a private message with your full name and service address. You can do that by selecting the chat icon in the top right-hand corner. Then search for Xfinity Support. We'll be there to help.
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norteng
Visitor
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5 Messages
4 years ago
Based on Comcast Modem compatibility list, I too bought an Arris SB8200 modem to replace my super reliable SB6183, to take advantage of Docsis3.1 speeds. Unfortunately, Comcast has some basic incompatibility issues with this SB8200, and after talking to Arris with great support, its clear Comcast doesnt want to own up to its own configuration/compatibility issues. I used the SB8200 for a month, had techs out, spent LOTs of time on phone with Arris (really good technical support) and Comcast (really bad technical support on phone unless you get a real tech, or someone on site). the basic issues were, Modem syncs, great performance, good power levels (but out of spec as far as Arris is concerned) but disconnects multiple times per week. After a month, I gave up and returned to my reliable SB6183, lower perf levels but no disconnects, no issues.
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