Visitor
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2 Messages
SB8200 speed drops - since Aug 2022
When Xfinity upgraded my speed to 800 megabit, I got a new Arris SB8200 HW Rev 7.
| Standard Specification Compliant | Docsis 3.1 |
| Hardware Version | 7 |
| Software Version | AB01.02.053.05_051921_193.0A.NSH |
I've been having speed drops from 800+ megabit to 200 megabit. I call Xfinity, they schedule a tech to come out. I get conflicting information that it might be my modem from the main support line. However, the Advanced Technical Team will then call a day later and say "we have fixed the issue, it's not your modem". I ask them what they did and they say they "sent a signal to the modem" and can't tell me what that means. The speed will then be up at 800 megabit or so for maybe days, maybe longer. Then it happens again and I go through all the same steps again. This has been happening since Aug 2022.
I didn't realize until all this happened that they don't "support" 3rd party modems. If there is some issue, it sounds like I have to troubleshoot it myself with the manufacturer. Seems like unless I want months more of this pain, I may just have to use one of their modems that they can remotely troubleshoot and configure.
XfinityKei
Official Employee
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1.5K Messages
2 years ago
Hi @zmdog, Thanks for coming to our community for assistance with your speeds. You've come to the right place for help! As a paying customer myself I would reach out as well if my speeds were dropping. I have a few questions so I can get a better understading of what's going on to resolve this! Can you tell us more about your set up?
Do you have any additional devices connected such as a router, splitter or any extenders?
How are you connected? Is this happening on Wi-Fi or ethernet connected devices?
How many devices are connected when the speed drops?
Are you using a VPN when this happens?
How are you using your internet when you notice the speed drops?
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