SB8200 Modem Not Achieving 100 Mbps Upload Speeds

@XfinityJoshuaG

I'm having exactly the same problem as @lawrencese. Same symptoms, same modem, same channel behavior.

Your comment directly conflicts with other information in the Xfinity support portal. If I check the support page for third-party devices (https://www.xfinity.com/support/articles/list-of-approved-cable-modems), it sends me to the account page for devices (https://www.xfinity.com/support/devices) which clearly shows the SB8200 as an approved and supported device.

Thank you for sharing what you are seeing on your end so we can best help. The modems listed are for our General Speed Markets that you are seeing. Once you run the address search, If you slide down that page to the bottom right you will see the "All Compatible Devices" button.

When you click it will bring up a PDF list of all the modems compatible with our service. At the top, it shows Next Gen Speeds which are the ones that are compatible with the higher upload speeds. We recommend always accessing this list from the Device Info site. I have noticed that when the list updates there is a new PDF link so if you have an old link saved directly to it, you may not have the most up to date list. 

@XfinityJoshuaG​ 

so after WEEKS of trying and HOURS on the phone, the compatibility list that Xfinity points to on the “my equipment” page is INCORRECT. [Edited: "Language"]?!!!!!   <--- READ AS FRUSTRATED customer

I have been begging everyone I spoke to to push this up the ladder and find out why a customer must waste 20+ hours of time with support, and nothing but a runaround and waste of time. 

I had a customer owned SB6183 which BTW is capable of 200Mbps upload, but I have been on this path because the SB8200 was listed as compatible for my service, so I bought one (actually FIVE with replacements because of Comcast).

@XfinityRay​  The whole experience is misleading and time wasting. I think Xfinity should own up and fully support Arris SB8200 for at the end-user's xfinity web portal experience Arris SB8200 does show as a supported modem, moreover when you click on the Arris SB8200 moden tile for more info and place the mouse on DOCSIS Channels to display more info the following information shows. See attached screenshot image.

"By default, all Comcast-certified devices on this site will support all Comcast Internet plan upload speeds"

Furthermore, the Arris SB8200 is capable hardware to support 100 Mbps upload speeds.

If Arris SB8200 so happens to now not be "certified" then it is not our fault.  The Xfinity portal/system is still presenting and recommending Arris SB8200 as a supported certified router. People have invested money and wasted time in trying to solve this issue when all we want is to be able to get what we are paying for following the Xfinity support web portal/system recommendation.

Wanted to let you know that I'm using this as some ammo to help them handle my case. I'm not arguing my download speeds, but my upload is rated at 200mbps and I'm getting 40. If they're going to show this verbiage, then they need to stand by it or update their site to reflect correct information.

I had a tech come out to my house and we tried an xfinity modem - it was able to get the 100MB upload speed.  I put back my SB8200 and I am back down to 24MB.  It's the modem or the inability for Xfinity to negotiate the proper speed with this modem.  The error in the modem log that I think is the issue is: "UCD invalid or channel unusable".  I think only Xfinity can fix this and so far they have not...

Thank you for your feedback and for choosing Xfinty, @kdurigan! The Xfinity Gateway (XB6, XB7, and XB8) works great and will achieve higher uploads in our enhanced markets. You can also use a compatible COAM device eligible for increased upload speeds.

Below are the available COAM devices (list updated 11/30/23):
HitronTechnologies CODA
HitronTechnologies CODA56 
Netgear CM3000*
Netgear CBR750
CommScope G54
*When released
And, as more devices become eligible the list will be updated. 

@kdurigan​ - the Arris SB8200 CM is not yet certified to work on the upgraded Mid-Split HFC Plant [Xfinity calls it "Next Gen Speed Tier"]

Please review this very good Article if you wish.

@user_noname​ This needs to be referenced more often. Those of us who scour the internet for this information and are unable to find it is infuriating, especially when we're just told "Buy our modem!" I appreciate that you referenced this and it will probably get me to buy a new modem, because I'm upload starved at this moment...

Edit: And to be clear, I try my best not to direct my anger toward the level 1 techs (and often not even level 2), because this information is either not granted to them or out of reach. This issue lies at the feet of those managing these pages, and more likely those who provide the information to them. Having self help documents online for the users is great until it isn't managed properly by the company

@Anon53981 - Thank you for leaving comments with your concerns. Please see XfinityRay's comment above regarding compatible modems for our General Speed Markets vs the Enhanced Speed Markets. I believe your equipment is compatible with your service, but it is not yet supported for Enhanced Speeds if that's what you're seeking. Please let us know what other questions you have, and our Digital Care Team is happy to help however we can!

I spent hours with Xfinity support chat a week ago trying to get the 100mbps upload that my plan offers me; they finally figured out that my old Motorola modem was the problem and THEY (Xfinity support) RECOMMENDED the Arris SB8200 modem to allow me to get the 100mbps upload... I spent $200 to buy the recommended SB8200 modem, I just installed and activated it and STILL only getting 11mbps upload speed... so once again I got on support chat and TWICE they said they had it fixed but I had to wait an hour and reboot to see the speed improvement... it would seem that is a scam tactic to get you off the chat as neither time did the speed change. A tech is supposed to be coming out tomorrow, but now that I've found this thread, I'm pretty sure the tech won't be able to fix my issue. Xfinity either needs to fix this issue or pay me for the $200 wasted on their recommended modem or I will 100% switch ISP

@Sky-Guy We hate to hear of the experience you have had with us, and want to ensure you are able to take advantage of the speeds in part of our Next Generation Network. In order to achieve our Enhanced speeds, you would need a modem compatible with our Next Generation Network. At this time, the only Arris modem compatible would be the G54 model. We always recommend checking our Device Info site to check compatible devices, and there you can view a full list of all compatible devices by hitting the blue panel labeled All Compatible Devices (including next generation speed tiers). The top of the list will show all current compatible modems.

At this time, we don't have a way to make this modem work with the higher speeds,and are not able to provide any credits for the cost of personal equipment. I would recommend working with the retailer to complete a return of the modem and purchase a new modem on our Recommended Devices for Our Internet Plans list that is showing under the Next Gen Speed Tier section. 

I can't believe you are still blaming the customers for your inaccurate posted website information, ill-trained and ill-informed phone agents, and your corporate doublespeak. How many tens of thousands of customers (I am one) have gone through this nonsense. You literally linked the Device Info page that contains the inaccurate information. Even the "Recommended Devices" PDF doesn't describe what the "Next Gen Speed Tier" means. A customer has NO WAY to understand that their "upgraded" plan is incompatible with their existing modem or most of the modems that your Device Info page lists. How many months has it been? How many more months will Comcast shrug it's shoulders at this debacle, Katie? Is Comcast management so clueless and top-down that they don't know what frontline employees are being told by frustrated customers? Or do they just not care enough to SIMPLE UPDATE THE WEBSITE?

The SB8200 is not on the supported list, so you are limited to 25Mbit. This is irritating because it has identical specifications to one of the handful of devices which are on the list, but Comcast is not providing the running config files for enhanced speeds. They absolutely could add support for it, and I hope they do, but I'm not holding my breath for it.

As an SB8200 owner I totally agree that Comcast "could" make it work but has so far decided not to make it work.  Highly frustrating!

At this point I will NOT be upgrading my modem again since it is capable.  My biggest complain it upload speeds... having 1.2Gbps download with only 40Mbps upload in my area is insane.  Personally I think their new 200Mbps upload in my area is disproportionate to the 1.2Gbps download speeds but at least it would be good enough.

I am now going to wait it out, either Comcast approves the SB8200 or I switch to Sonic fiber when it gets here..... the clock is ticking.

Ditto... and the SB8200 is approved and working getting highers speeds on other cable providers in the USA (other then Xfinity) using the same mid-split OFDM tech without issues.   It's a matter of Xfinity approving the SB8200 and pushing the proper config file to the thousands of SB8200 users.  The SB8200 is a better modem then some of the ones on the next gen list, with the needed specs / tech built into it.  [Edited: "Inflammatory"].

@user_7y4itl​ this is definitely a big part of the issue. They have this whole “enhanced speed” vs “general speed” vocabulary that they use internally but their website never defines or identifies which markets are a part, and their website is completely false/misleading about when it comes to the list of “compatible with your tier of service” modems list. 

They have no idea what each other is doing... I chatted with tech support about the slow upload and specifically about getting the 100mbps my plan says I should get... they sent me a list of devices that I could get to SPECIFICALLY resolve my slow upload and SPECIFICALLY get 100mbps upload... obviously hey lied to me and I've wasted $200 on a modem that does not give me my 100mbps upload.

@Sky-Guy - Please review this Document and understand the difference between the Sub-Split and the Mid-Split.

Hey there, @Anon53981! I am very sorry to hear about the experience with getting the speeds and having to manually reset the modem. We would like to dive into further troubleshooting with you. Can you please send us a DM to get started? 

Will you please send our team a direct message with your full name and full address?
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@WillyB46 - What Cable Modem are you using, as only a hand full of models approved and support "Next Gen Speed Tiers",

those are listed above in this Post, there are also eligibility requirements that must be met, to get the faster upload speeds, see the url link above from @BruceW 

Confirmed  Xfinity usage meter has not worked in months.    https://customer.xfinity.com/#/devices#usage

@user_noname​ Motorola MG7700.  Xfinity agent didn't ask when he offered the 1G/100M plan.  Is that why the speed didn't improve?  If that is a problem, I'll add it to the list of reasons I'm leaving Comcast/Xfinity.  The agent also didn't mention there was a $110 penalty if I left within a year.  The stories here are giving me flashback to the days of Qube Cable and RoadRunner.

Hi, @cantrellpc. Thank you for reaching out. I understand you've had some trouble with your usage meter, and we can certainly assist. If you have questions related to the Data Usage Meter, please call us at 1-888-565-4329, and a service representative from the Customer Security Assurance department will be able to help you.

@WillyB46​ - Motorola MG7700 Gateway is not on the list of approved devices for the "Next Gen Speed Tier", currently there are only 5 approved devices [listed above] for the enhanced upload speeds (one of which is not yet available for sale at the retail - CM3000)

@EG                       Ok, Thanks!

@user_s66u4a​ good luck with the CODA. I returned mine because it was unreliable. It would be fine, then suddenly I wouldn’t have an internet connection despite the led lights reporting everything was fine. I was getting 400up/100down but I would rather have a reliable connection. I went back to my SB modem.  I don’t necessarily blame the manufacturer, but I believe Comcast is not using the latest firmware. If they were, I should be able to see a status page on the same subnet. 

PS: my SB is capable of 1000down/200up but Comcast won’t provision the correct config files. 

@Anon53981​ Working for me so far, I've been using it for a month or two.

Hey @user_s66u4a,

Thank you for visiting our official Xfinity Community Forums support page. You can find a list of all our supported modems for Next Generation Speeds by visiting our 'Recommended Devices for Our Internet Plans' document. Modems not listed under the "Next Gen Speed Tier" sections are not supported for the increased upload speeds. There are currently 5 supported devices for Next Generation Speed integration.

@Lukas111 If it's not a Comcast issue, there can be a $100 service charge for the visit and troubleshooting. You can manage the visit here https://www.xfinity.com/support/articles/xfinity-my-account-app-manage-appointments. We understand the feedback and the concern. Once the modem is enhanced correctly, it will be approved for the increased upload speeds. We recommend providing the additional feedback to their support or forum pages, so they can make it happen asap. 

I completely agree that this is all Xfinity / Comcast’s doing with the SB8200.  With Xfinity / Comcast I never had any OFDM (DOCSIS 3.1) upstream channels, they were all DOCSIS 3.0.

I wasn’t about to buy a new modem again after buying the “top of the line” recommended modem (at the time).  So I was just waiting for them to finally get the right firmware sent out.

Then after a billing increase, I finally had enough and switched over to Astound / Wave Broadband. Now my modem is using the OFDM (DOCSIS 3.1) upstream channel and getting much faster uploads than Xfinity / Comcast.

Thanks Xfinity / Comcast, my modem finally works right now!