Problem Solver
•
543 Messages
Problem with new modem
For about two months, I have had a problem with my internet speeds being very slow. I am on 200 Mbps plan. When I reboot my modem, I get 200+, but after a few minutes my speed will drop in the 30 to 35 Mbps range. A technician came to my home, and replaced the cable coming from the pole to my house, and replaced all the coax in my home from the outlet to my modem. That did not help. I have made repeated calls to support, and invariably, they send a signal to reboot my modem, which resets speed (albeit temporarily) to roughly 200 Mbps. They tell me everything is fine...not to worry...etc. I tell them it will drop, and they 'assure' me that everything is working and tell me not to worry. I hang up, wait a few minutes, and call back when my speeds drop to 30-35. Wash, rinse, repeat. Today I replaced my modem with a new Motorola SB8200. It is a DOCSIS 3.1 modem, and I bought it because it is recommended for xfinity and is more stable than my older DOCSIS 3.1 netgear modem. I had to call to activate. Once activated, I told the woman who activated it that it activated as a DOCSIS 3.0. She sent a signal that re-provisioned the modem, which took several times, and once active, it was again DOCSIS 3.0. The woman told me it would take 24 hours for the modem to connect at DOCSIS 3.1. I fail to understand why this would be so. How do I get my Arris SB8200 to connect as a DOCSIS 3.1 modem? Thank you for your time in this matter.
Accepted Solution
EG
Expert
•
110K Messages
4 years ago
Looks like your only recourse is to keep leaning on them to send a tech out.
Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck !
0
EG
Expert
•
110K Messages
4 years ago
Please describe how you determined this ?
0
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
The status light on the modem. If the downstream is DOCSIS 3.0, the light is green. If it is a DOCSIS 3.1 bonded stream, then the light would be blue. On the modem, the light is green.
0
0
EG
Expert
•
110K Messages
4 years ago
Yep, o/k.
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1
Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.
0
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
Sorry for the delay. My wife had surgery two days ago, and we've been busy keeping her comfortable.
Here are the numbers from the modem. They were measured after a hard reset of the modem, and with only a desktop computer hardwired into the active port.
Working with a technician at Arris. I was told that my upstream power levels are below what is considered adequate, which the tech stated was abouve 45 dBm.
There are no DOCSIS 3.1 channels bonded. I am on a 200 Mbps tier, so I am wondering if DOCSIS 3.1 is simply not available on my package.
When the modem is rebooted, I get between 195 - 230 Mbps download measued by wired connection, but it will drop incrementally over time to as low as 30Mbs. I have had the line from the pole to the house replaced, all coac in the home replaced, replaced the router and modem. I have effectively eliminated all possible failure points in my home. I wish that the cause of the problem could be found. Does xFinity throttle home users? I am on the standare 1.2 TB data cap, but never come anywhere near the limit, and have never gone over.
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 573000000 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
41
Locked
QAM256
573000000 Hz
-7.0 dBmV
39.0 dB
0
0
13
Locked
QAM256
399000000 Hz
-6.0 dBmV
39.6 dB
0
0
14
Locked
QAM256
405000000 Hz
-2.7 dBmV
40.6 dB
0
0
15
Locked
QAM256
411000000 Hz
-1.9 dBmV
40.7 dB
0
0
16
Locked
QAM256
417000000 Hz
-1.6 dBmV
40.7 dB
0
0
17
Locked
QAM256
423000000 Hz
-2.1 dBmV
40.8 dB
0
0
18
Locked
QAM256
429000000 Hz
-2.9 dBmV
40.5 dB
0
0
19
Locked
QAM256
435000000 Hz
-2.4 dBmV
40.7 dB
0
0
20
Locked
QAM256
441000000 Hz
-0.9 dBmV
40.9 dB
0
0
21
Locked
QAM256
447000000 Hz
-0.8 dBmV
41.0 dB
0
0
22
Locked
QAM256
453000000 Hz
-0.8 dBmV
40.9 dB
0
0
23
Locked
QAM256
459000000 Hz
-0.9 dBmV
41.0 dB
0
0
24
Locked
QAM256
465000000 Hz
-1.4 dBmV
39.0 dB
0
0
25
Locked
QAM256
471000000 Hz
-2.1 dBmV
40.7 dB
0
0
26
Locked
QAM256
477000000 Hz
-2.0 dBmV
40.7 dB
0
0
27
Locked
QAM256
483000000 Hz
-2.3 dBmV
40.6 dB
0
0
28
Locked
QAM256
489000000 Hz
-2.9 dBmV
40.4 dB
0
0
29
Locked
QAM256
495000000 Hz
-3.3 dBmV
40.4 dB
0
0
30
Locked
QAM256
501000000 Hz
-3.4 dBmV
40.3 dB
0
0
Status
https://192.168.100.1/cmconnectionstatus.html
31
Locked
QAM256
507000000 Hz -4.2 dBmV 40.0 dB
0
0
32
Locked
QAM256
513000000 Hz -4.4 dBmV 39.9 dB
0
0
33
Locked
QAM256
519000000 Hz -5.2 dBmV 39.8 dB
0
0
34
Locked
QAM256
525000000 Hz -5.7 dBmV 39.6 dB
0
0
35
Locked
QAM256
531000000 Hz -4.9 dBmV 39.9 dB
0
0
36
Locked
QAM256
537000000 Hz -4.9 dBmV 39.9 dB
0
0
37
Locked
QAM256
543000000 Hz -7.6 dBmV 38.5 dB
0
0
38
Locked
QAM256
555000000 Hz -8.1 dBmV 38.3 dB
0
0
39
Locked
QAM256
561000000 Hz -7.9 dBmV 38.6 dB
0
0
40
Locked
QAM256
567000000 Hz -5.7 dBmV 39.2 dB
0
0
42
Locked
QAM256
579000000 Hz -11.4 dBmV 36.3 dB
0
0
43
Locked
QAM256
585000000 Hz -11.7 dBmV 35.9 dB
0
0
44
Locked
QAM256
591000000 Hz -11.7 dBmV 36.2 dB
0
0
Upstream Bonded Channels
Channel
Channel ID
Lock Status
US Channel Type Frequency
Width
Power
1
1
Locked
SC-QAM Upstream 35600000 Hz
6400000 Hz
43.0 dBmV
2
2
Locked
SC-QAM Upstream 29200000 Hz
6400000 Hz
42.0 dBmV
3
3
Locked
SC-QAM Upstream 22800000 Hz
6400000 Hz
42.0 dBmV
4
4
Locked
SC-QAM Upstream 16400000 Hz
6400000 Hz
42.0 dBm
0
0
EG
Expert
•
110K Messages
4 years ago
The downstream power levels are on the low / weak side and are out of spec on some of the channels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
0
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
Thank you. You are confirming what the Arris tech told me when we looked at the signals with them.
THe problem I face now is that when I call comcast support, they have me go through the routine of rebooting the router, and as stated immediately after reboot signal levels are good and I get good speed. At that point, they tell me 'everything looks good' and ends it. I cannot get anyone to inderstand that after replacingn all lines inside and out, replacing router and modem, I have eliminated any potentional problems in my home. They will not send out anyone to actually look at the signal strength. I called about this situation, and they told me they will not send out a technician; that I need to buy their modem (after I have already bought a new modem, a new router, and had all the lines from the treet to my home and all the cables and spliiters in my house replace by the same tech. I have never been so frustrated with a situation as I am with this one.
0
0
EG
Expert
•
110K Messages
4 years ago
My pleasure ! Good luck with it ! Please post back with how things turn out.
0
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
I told the rep that 'we won't send out a technician" was not an option. I told him that telling me I had to buy their x6 modem was not an option. I told him that the boilerplate they read from about rebooting, etc, was no longer an option. I told the rep I wanted to speak to his manager. Manager refused to speak to me. Rep offered to send me over to 'retention'. I told him that was not an option. I told him that after weeks of this back and forth, the only option was to have my case escalated. His manager finally agreed, but only because they didn't want to have to deal with me anymore. I was transferred to a technician in the U.S., named Kaylee. She reviewed my case history, and agreed that it was time to send out a higher level technician. I have an appointment tomorrow between 8 and 10 am. The tech will check the line outside, and if necessary, install an amplifier. He may have to come inside to verify signal levels at the modem, which I would assume would be a given. I am hoping it goes well.
Thank you for your time in this regard. I have not been this frustrated in dealing with an entity is a very, very long time. If Comcast were not the only provider in my area, I would have been long gone. The only other option is satellite at 3 Mbps download and 128k (!) upload. Yikes!
0
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
Technician just left. He found and corrected two issued, both at the drop on the pole. First was a loose connection on that end of the line that goes to our home. The second one should have been corrected by previous tech visits but wasn't. The house next door to us, which shared that same drop, burned down two years ago. There was still a length of coax hanging from the drop; it had been cut (so was not properly terminated), and was just hanging down. He romoved that, and made sure all connections involved were tight and terminated properly. Signal looks good now. Hope it stays that way. I also asked about DOCSIS 3.1, and it is not yet available in my area (i am rural and remote). We are scheduled to have the necessary upgrades to infrastructure done soon, and then it will be avaialble,
Once again, thank you for you time and help.
0
0
EG
Expert
•
110K Messages
4 years ago
Bottom line. If you are not actually experiencing any connection speed problems then don't sweat the log entries.
0
NoNoBadPuppy
Problem Solver
•
543 Messages
4 years ago
I wonder if I amy impose upon you once again. After 24 hours, my upstream and downstream have been stable, and my speeds have remained where they should be, but there are a lot of errors in the event log. I made copies of the power levels and the errors before and after a reboot today. I will post the first page of the error log below; can you please tell me if anything there requires attention? Thank you.
1 Attachment
Log 1.pdf
0
0