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creea
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Saturday, October 30th, 2021 5:16 PM

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Slow Download speed Arris 6190

Download speed has slowed to avg 40mb/s since upgrading to gigabit last week. 

Tech support asked me to speak with Arris to update the software on this device. Arris informed me that they do not update the software on their modems and the issue was cable signal strength 

Here are my SB6190 results:
1) Xfinity 1200 Gigabit Internet Service

2) Download = 40 Mbps. Upload= 40 Mbps

3) My SB6190 event log does contain error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) Miami, Fl

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4 years ago

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EG

Expert

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117.1K Messages

4 years ago

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Please also post the error log entries in their entirety (copy and paste them) but redact the CM and the CMTS MAC addresses for your privacy or else the forum bot will not allow your post to be seen publically.

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creea

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12 Messages

4 years ago

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BruceW

Gold Problem Solver

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27.2K Messages

4 years ago

@creea wrote: "... SB6190 ... Xfinity 1200 Gigabit Internet Service ..."

In addition to posting the requested signal information, please note that the SB6190 is not approved for use with Gigabit service. A DOCSIS 3.1 device is required, see https://www.xfinity.com/support/devices/.

Using devices on speed tiers for which they are not approved tends to produce unexpected results.

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creea

Visitor

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12 Messages

4 years ago

I've changed the modem to Arris S33. Downloads are now up to 400mbps upload 40 mbps. The downloads are still short of the 1,200 mbps.

Any assistance would be appreciated to resolve the issue. 

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creea

Visitor

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12 Messages

4 years ago

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 651000000 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 651000000 Hz 0 dBmV 39 dB 0 0
13 Locked QAM256 471000000 Hz 1 dBmV 41 dB 0 0
14 Locked QAM256 477000000 Hz 1 dBmV 41 dB 0 0
15 Locked QAM256 483000000 Hz 1 dBmV 41 dB 0 0
16 Locked QAM256 489000000 Hz 1 dBmV 41 dB 0 0
17 Locked QAM256 495000000 Hz 1 dBmV 41 dB 0 0
18 Locked QAM256 507000000 Hz 0 dBmV 40 dB 0 0
19 Locked QAM256 513000000 Hz 0 dBmV 40 dB 0 0
20 Locked QAM256 519000000 Hz 0 dBmV 40 dB 0 0
21 Locked QAM256 525000000 Hz 0 dBmV 39 dB 0 0
22 Locked QAM256 531000000 Hz -1 dBmV 39 dB 0 0
23 Locked QAM256 537000000 Hz -1 dBmV 40 dB 0 0
24 Locked QAM256 543000000 Hz -1 dBmV 40 dB 0 0
25 Locked QAM256 555000000 Hz 0 dBmV 40 dB 0 0
26 Locked QAM256 561000000 Hz 1 dBmV 40 dB 0 0
27 Locked QAM256 567000000 Hz 1 dBmV 40 dB 0 0
28 Locked QAM256 573000000 Hz 1 dBmV 40 dB 0 0
29 Locked QAM256 579000000 Hz 1 dBmV 40 dB 0 0
30 Locked QAM256 585000000 Hz 1 dBmV 40 dB 0 0
31 Locked QAM256 591000000 Hz 1 dBmV 40 dB 0 0
32 Locked QAM256 597000000 Hz 0 dBmV 40 dB 0 0
33 Locked QAM256 603000000 Hz 0 dBmV 40 dB 0 0
34 Locked QAM256 609000000 Hz 0 dBmV 40 dB 0 0
35 Locked QAM256 615000000 Hz 0 dBmV 40 dB 0 0
36 Locked QAM256 621000000 Hz 0 dBmV 40 dB 0 0
37 Locked QAM256 627000000 Hz 0 dBmV 40 dB 0 0
38 Locked QAM256 633000000 Hz 0 dBmV 40 dB 0 0
39 Locked QAM256 639000000 Hz 0 dBmV 40 dB 0 0
40 Locked QAM256 645000000 Hz 0 dBmV 40 dB 0 0
42 Locked QAM256 657000000 Hz 0 dBmV 39 dB 0 0
43 Locked QAM256 663000000 Hz 0 dBmV 39 dB 0 0
44 Locked QAM256 669000000 Hz 0 dBmV 39 dB 0 0
159 Locked OFDM PLC 690000000 Hz 0 dBmV 39 dB 1975877 0



Upstream Bonded Channels
Channel ID Lock Status US Channel Type Frequency Width Power
9 Locked SC-QAM 35600000 Hz 6400000 41.5 dBmV
10 Locked SC-QAM 29200000 Hz 6400000 42.5 dBmV
11 Locked SC-QAM 22800000 Hz 6400000 43.0 dBmV
12 Locked SC-QAM 16400000 Hz 6400000 42.5 dBmV
13 Locked SC-QAM 39600000 Hz 1600000 40.5 dBmV



Current System Time:Sun Oct 31 12:33:25 2021


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    0

    creea

    Visitor

     • 

    12 Messages

    4 years ago

    Date Time Event Level Description
    1/1/1970
    00:00:23    		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    1/1/1970
    00:02:25    		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    1/1/1970
    00:02:43    		 3 No Ranging Response received - T3 time-out;
    1/1/1970
    00:00:18    		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    1/1/1970
    00:00:25    		 6 Honoring MDD; IP provisioning mode = IPv6
    31/10/2021
    12:25:19    		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;
    31/10/2021
    12:25:23    		 5 REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;
    31/10/2021
    12:25:28    		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.
    31/10/2021
    12:33:25    		 3 Successful LAN WebGUI login from 65.34.188.58 on 21/10/31 at 12:33 PM.
    31/10/2021
    12:34:34    		 5 MDD message timeout;
    31/10/2021
    12:34:35    		 6 CM-STATUS message sent. Event Type Code: 2; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:34:38    		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:34:38    		 5 MDD message timeout;
    31/10/2021
    12:34:39    		 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:34:40    		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 20 22 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:34:46    		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 20 21 22 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:34:47    		 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
    31/10/2021
    12:38:44    		 3 Successful LAN WebGUI login from 65.34.188.58 on 21/10/31 at 12:38 PM.

      0

      0

      creea

      Visitor

       • 

      12 Messages

      4 years ago

      The router I am utilizing is an Asus Blue Cave

      0

      0

      creea

      Visitor

       • 

      12 Messages

      4 years ago

      Router is an ASUS Blue Cave.

      When connected directly to modem via ethernet speed is around 600 mbps. 

      Here are my results ( Devices on wifi):
      1) Xfinity 1200 Gigabit Internet Service

      2) Download = 400 Mbps. Upload= 40 Mbps

      3) Miami, Fl

      The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

      Startup Procedure
      Procedure Status Comment
      Acquire Downstream Channel 651000000 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 651000000 Hz 0 dBmV 39 dB 0 0
      13 Locked QAM256 471000000 Hz 1 dBmV 41 dB 0 0
      14 Locked QAM256 477000000 Hz 1 dBmV 41 dB 0 0
      15 Locked QAM256 483000000 Hz 1 dBmV 41 dB 0 0
      16 Locked QAM256 489000000 Hz 1 dBmV 41 dB 0 0
      17 Locked QAM256 495000000 Hz 1 dBmV 41 dB 0 0
      18 Locked QAM256 507000000 Hz 0 dBmV 40 dB 0 0
      19 Locked QAM256 513000000 Hz 0 dBmV 40 dB 0 0
      20 Locked QAM256 519000000 Hz 0 dBmV 40 dB 0 0
      21 Locked QAM256 525000000 Hz 0 dBmV 39 dB 0 0
      22 Locked QAM256 531000000 Hz -1 dBmV 39 dB 0 0
      23 Locked QAM256 537000000 Hz -1 dBmV 40 dB 0 0
      24 Locked QAM256 543000000 Hz -1 dBmV 40 dB 0 0
      25 Locked QAM256 555000000 Hz 0 dBmV 40 dB 0 0
      26 Locked QAM256 561000000 Hz 1 dBmV 40 dB 0 0
      27 Locked QAM256 567000000 Hz 1 dBmV 40 dB 0 0
      28 Locked QAM256 573000000 Hz 1 dBmV 40 dB 0 0
      29 Locked QAM256 579000000 Hz 1 dBmV 40 dB 0 0
      30 Locked QAM256 585000000 Hz 1 dBmV 40 dB 0 0
      31 Locked QAM256 591000000 Hz 1 dBmV 40 dB 0 0
      32 Locked QAM256 597000000 Hz 0 dBmV 40 dB 0 0
      33 Locked QAM256 603000000 Hz 0 dBmV 40 dB 0 0
      34 Locked QAM256 609000000 Hz 0 dBmV 40 dB 0 0
      35 Locked QAM256 615000000 Hz 0 dBmV 40 dB 0 0
      36 Locked QAM256 621000000 Hz 0 dBmV 40 dB 0 0
      37 Locked QAM256 627000000 Hz 0 dBmV 40 dB 0 0
      38 Locked QAM256 633000000 Hz 0 dBmV 40 dB 0 0
      39 Locked QAM256 639000000 Hz 0 dBmV 40 dB 0 0
      40 Locked QAM256 645000000 Hz 0 dBmV 40 dB 0 0
      42 Locked QAM256 657000000 Hz 0 dBmV 39 dB 0 0
      43 Locked QAM256 663000000 Hz 0 dBmV 39 dB 0 0
      44 Locked QAM256 669000000 Hz 0 dBmV 39 dB 0 0
      159 Locked OFDM PLC 690000000 Hz 0 dBmV 39 dB 1975877 0



      Upstream Bonded Channels
      Channel ID Lock Status US Channel Type Frequency Width Power
      9 Locked SC-QAM 35600000 Hz 6400000 41.5 dBmV
      10 Locked SC-QAM 29200000 Hz 6400000 42.5 dBmV
      11 Locked SC-QAM 22800000 Hz 6400000 43.0 dBmV
      12 Locked SC-QAM 16400000 Hz 6400000 42.5 dBmV
      13 Locked SC-QAM 39600000 Hz 1600000 40.5 dBmV



      Current System Time:Sun Oct 31 12:33:25 2021

      Note: This comment was created from a merged conversation originally titled Slow download Arris S33

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      creea

      Visitor

       • 

      12 Messages

      Date Time Event Level Description
      1/1/1970
      00:00:23      		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
      1/1/1970
      00:02:25      		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
      1/1/1970
      00:02:43      		 3 No Ranging Response received - T3 time-out;
      1/1/1970
      00:00:18      		 3 SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
      1/1/1970
      00:00:25      		 6 Honoring MDD; IP provisioning mode = IPv6
      31/10/2021
      12:25:19      		 6 DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2.;
      31/10/2021
      12:25:23      		 5 REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;
      31/10/2021
      12:25:28      		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.
      31/10/2021
      12:33:25      		 3 Successful LAN WebGUI login from 65.34.188.58 on 21/10/31 at 12:33 PM.
      31/10/2021
      12:34:34      		 5 MDD message timeout;
      31/10/2021
      12:34:35      		 6 CM-STATUS message sent. Event Type Code: 2; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:34:38      		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:34:38      		 5 MDD message timeout;
      31/10/2021
      12:34:39      		 6 CM-STATUS message sent. Event Type Code: 1; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:34:40      		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 20 22 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:34:46      		 6 CM-STATUS message sent. Event Type Code: 5; Chan ID: 20 21 22 23 24 25 26 27 28 29 159; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:34:47      		 6 CM-STATUS message sent. Event Type Code: 4; Chan ID: 20 21 22; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: N/A.;
      31/10/2021
      12:38:44      		 3 Successful LAN WebGUI login from 65.34.188.58 on 21/10/31 at 12:38 PM.

      4 years ago

      0

      CCKorie

      Problem Solver

       • 

      1.1K Messages

      Good morning, @creea. I hope you had a good weekend! Sorry to hear a new modem didn't help as much as we thought. I can understand the frustration of not getting the speeds you are supposed to. I'd love to dig further into this for you. Can you send me a PM with your name and address? 

       

      To send a PM, please follow these steps:

      • Click "Sign In" if necessary

      • Click the "Direct Messaging" icon or https://comca.st/3iVtu1B

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

      • The "To:" line prompts you to "Type the name of a person", but don't do that.

      Instead, type "Xfinity Support" there. As you are typing a drop-down list appears.

      • Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.

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

      • Press Enter or tap the > icon to send it

      I no longer work for Comcast.

      4 years ago

      0

      mcellisd

      Visitor

       • 

      2 Messages

      4 years ago

      i'm having the same issues, paying for 900 getting only 90 down and 24 up

      started may 2020.  replaced modem after lightning strike, comcast sent tech out to replace the lines

      swapped my modem (arris sb6190) with one from xfinity and speed went way up

      modem is 3 months old, but when it comes to phone support they are useless.  i really don't want to rent a modem.
      far as i'm concerned xfinity is an abusive relationship, and after being a 20+ year customer, (@home, Intermedia, comcast, xfinity)  i'm close close close to being done.

      2

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      mcellisd

      Visitor

       • 

      2 Messages

      Murfreesboro TN 
      maybe i can get some support who knows what they're doing.

      4 years ago

      0

      CCRyanE

      Official Employee

       • 

      1.1K Messages

      Hello @mcellisd, thanks for reaching out for help with your connection concerns. We will be glad to take a look at your account and equipment in more detail. To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 

       

      Here are the detailed steps to direct message us:

      • Click "Sign In" if necessary

      • Click the "direct messaging" icon (upper right corner of this page)

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

      • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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

      • Press Enter to send your message

       

      Please let me know if you have any questions or run into any problems. 

      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

      4 years ago

      0

      EG

      Expert

       • 

      117.1K Messages

      4 years ago

      Wonder how the original poster @creea is making out ?

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