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user_830vgb
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Tuesday, October 24th, 2023 5:05 AM

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No DOCSIS 3.1 signal on Arris SB8200 - newly provisioned

I installed a new SB8200V3 modem in place of a Netgear DOCSIS 3.0 modem. My download speeds have now dropped to 300-320 Mbps instead of the 800 Mbps that I am paying for. The whole point of changing to a DOCSIS 3.1 modem was to use the plan bandwidth. Instead it got worse.

The receive light is GREEN and NOT BLUE indicating only DOCSIS 3.0 operation.

I see the following error in the event log for the modem.

23/10/2023 19:29:43
notice
GUI Login Status - Login Success from LAN interface; client ip=[edited];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:53
notice
REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:45
critical
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:45
notice
TLV-11 - unrecognized OID;CM-MAC=<edited>;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:43
warning
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:43
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:43
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:59:43
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:30
critical
No Ranging Response received - T3 time-out;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:25
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:25
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:21
notice
CMSTATUS:DS_Diplexer_Mode_Change:Init, [108-1002MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:21
notice
CMSTATUS:US_Diplexer_Mode_Change:Init, [5-42MHZ];CM-MAC=<edited>;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:57:33
notice
Cable Modem Reboot due to reset button from GUI;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 18:56:50
notice
GUI Login Status - Login Success from LAN interface; client ip=N/A;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:33
notice
REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:25
critical
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:25
notice
TLV-11 - unrecognized OID;CM-MAC=<edited>;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:23
warning
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:23
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:23
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:22:23
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:33
warning
RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:29
critical
No Ranging Response received - T3 time-out;CM-MAC=1N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:24
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:24
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:20
notice
CMSTATUS:DS_Diplexer_Mode_Change:Init, [108-1002MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:20
notice
CMSTATUS:US_Diplexer_Mode_Change:Init, [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 17:20:09
notice
Cable Modem Reboot from SNMP;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:50
notice
REGISTRATION COMPLETE - Waiting for Operational status;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:42
critical
Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:42
notice
TLV-11 - unrecognized OID;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:39
warning
MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:39
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.3], [1002MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:39
notice
CMSTATUS:DS_Diplexer_Mode_Change_Ignored:[TLV-84.2], [108MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
23/10/2023 16:24:39
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-84.1], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:41
critical
No Ranging Response received - T3 time-out;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:36
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:36
notice
Honoring MDD; IP provisioning mode = IPv6;CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;
31/12/1969 16:01:24
notice
CMSTATUS:US_Diplexer_Mode_Change:[TLV-9], [5-42MHZ];CM-MAC=N/A;CMTS-MAC=N/A;CM-QOS=1.1;CM-VER=3.1;

Status looks good:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 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 256QAM 507000000 Hz 3 dBmV 38 dB 0 0
17 Locked 256QAM 483000000 Hz 4 dBmV 40 dB 0 0
18 Locked 256QAM 489000000 Hz 4 dBmV 38 dB 10 0
19 Locked 256QAM 495000000 Hz 3 dBmV 38 dB 8 0
21 Locked 256QAM 513000000 Hz 3 dBmV 40 dB 0 0
22 Locked 256QAM 519000000 Hz 4 dBmV 38 dB 0 0
23 Locked 256QAM 525000000 Hz 4 dBmV 40 dB 0 0
24 Locked 256QAM 531000000 Hz 4 dBmV 40 dB 0 0
25 Locked 256QAM 543000000 Hz 5 dBmV 40 dB 8 0
26 Locked 256QAM 549000000 Hz 5 dBmV 40 dB 0 0
27 Locked 256QAM 555000000 Hz 6 dBmV 40 dB 0 0
28 Locked 256QAM 561000000 Hz 6 dBmV 40 dB 0 0
29 Locked 256QAM 567000000 Hz 7 dBmV 40 dB 0 0
30 Locked 256QAM 573000000 Hz 6 dBmV 40 dB 0 0
31 Locked 256QAM 579000000 Hz 6 dBmV 40 dB 0 0
32 Locked 256QAM 585000000 Hz 7 dBmV 40 dB 0 0
33 Locked 256QAM 591000000 Hz 6 dBmV 40 dB 0 0
34 Locked 256QAM 597000000 Hz 6 dBmV 40 dB 0 0
35 Locked 256QAM 603000000 Hz 5 dBmV 40 dB 0 0
36 Locked 256QAM 609000000 Hz 5 dBmV 40 dB 0 0
37 Locked 256QAM 615000000 Hz 5 dBmV 40 dB 2 0
38 Locked 256QAM 621000000 Hz 5 dBmV 40 dB 6 0
39 Locked 256QAM 627000000 Hz 4 dBmV 40 dB 3 0
40 Locked 256QAM 633000000 Hz 5 dBmV 40 dB 2 0
41 Locked 256QAM 639000000 Hz 5 dBmV 38 dB 0 0
42 Locked 256QAM 645000000 Hz 5 dBmV 40 dB 1 0
43 Locked 256QAM 651000000 Hz 5 dBmV 40 dB 0 0
44 Locked 256QAM 657000000 Hz 5 dBmV 40 dB 0 0
45 Locked 256QAM 663000000 Hz 6 dBmV 40 dB 0 0
46 Locked 256QAM 669000000 Hz 6 dBmV 40 dB 0 0
47 Locked 256QAM 675000000 Hz 6 dBmV 40 dB 0 0
48 Locked OFDM PLC 688000000 Hz 7 dBmV 42 dB 42243190 0


Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
7 Locked SC-QAM 16400000 Hz 6400000 48.0 dBmV
12 Locked SC-QAM 40400000 Hz 3200000 46.0 dBmV
10 Locked SC-QAM 35600000 Hz 6400000 46.0 dBmV
9 Locked SC-QAM 29200000 Hz 6400000 47.0 dBmV
8 Locked SC-QAM 22800000 Hz 6400000 47.0 dBmV
6 Locked SC-QAM 10400000 Hz 3200000 48.0 dBmV

Question

 • 

Updated 

1 year ago

649

5

0

XfinityRaf

Official Employee

 • 

869 Messages

2 years ago

Good evening. Have you attempted any troubleshooting steps since the modem switch?

4

0

user_830vgb

6 Messages

I tech visited yesterday and did some investigation and gave a clean chit. But the modem still doesn't indicate getting a DOCSIS 3.1 signal.

2 years ago

0

XfinityBillie

Official Employee

 • 

3.3K Messages

@user_830vgb We appreciate the update that the technician had arrived. Just to clarify, were they able to resolve the slow download speeds?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 years ago

0

user_830vgb

6 Messages

The real issue I want resolved is why the modem is not detecting DOCSIS 3.1 signal. That is not resolved.

According to the tech at the modem when hardwired the speed is fine. But what I actually get is around 500 Mbps whether it is hardwired to a streamer like Nvidia shield or over wifi. 

1 year ago

0

XfinityPaula

Official Employee

 • 

1.4K Messages

@user_830vgb The documentation for the modem is indicating that it would have to be on a high speed band. Being that the modem is only rated for download speeds to 800 Mbps and Docsis 3.0 can support up to 1 Gbps, that may be why it is not on a 3.1 band. It's still concerning to me that you are seeing speeds in the 500 Mbps range if you have a service that offers 800 Mbps download. Are you using a CAT6 ethernet cable for your hardwired connections?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@user_830vgb 

Hmmm.... Strange.... This shows that a DOCSIS 3.1 / OFDM downstream channel is indeed locked in, and the signal is in spec;

48 Locked OFDM PLC 688000000 Hz 7 dBmV 42 dB 42243190 0

Perhaps the indicator light or its driver firmware is malfunctioning? Have you first tried power-cycling / re-starting the modem by unplugging it for a minute ? No joy ? Try hard resetting the device to factory defaults by pressing and holding in the recessed reset button on the rear for 30 seconds. This can sometimes clear up some weird behavior issues.

Good luck !

(edited)

2

0

user_830vgb

6 Messages

I will try power cycling. I use a cat6 cable between modem and router.

1 year ago

0

XfinityRaf

Official Employee

 • 

869 Messages

Thanks for confirming. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

• Click the "Direct Message chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

EG

Expert

 • 

110K Messages

1 year ago

@XfinityRaf 

"Confirming" what ?

@user_830vgb 

What you use for a LAN / ethernet cable has no effect on that "Receive" indicator light color. As stated. If power cycling doesn't work, also try resetting it to factory defaults. And please update with a reply right here on these public help forums. There's no need to go private quite yet.

(edited)

0

0

user_830vgb

6 Messages

1 year ago

No change after power cycling or resetting.

0

0

EG

Expert

 • 

110K Messages

1 year ago

Thanks for the update ! Maybe it's defective ? You could try renting one of their latest model gateway devices for like a month as a test and see. Good luck !

0

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