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user_m145
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Tuesday, June 4th, 2024 8:53 AM

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Upload speeds capped at 5mbs.

I'm on the "superfast" plan and should be getting 800 down / 20 up, a few days ago however I noticed my upstream was being capped at 5mbs (and download at 700mb). I ran through all the usual troubleshooting steps, and none of them seemed to help. Doing some searching around this problem is common when your modem receives a default "bootfile", this seems to happen when your modem doesn't support the speed plan you're on. I own an Arris surfboard sb6190 and it's been working just fine for years, according to xinity's own compatibility list it should have no problem with 800 down and 20 up. However, seemingly out of the blue I'm now being capped far below what I should be receiving. I've already contacted customer support over the phone, I asked them to reprovision the modem on my account hoping that it might've just been some mix up on the back end. They tried to reprovision it, but honestly I'm not sure they were just sending reset signals to the modem or even understood the problem.

I'm a bit at my wits end here, the modem was working without issue 5 days ago. The connection is stable so I don't think its an issue with wiring or anything like that. Any help or suggestions would be greatly appreciated.

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Updated 

1 year ago

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BruceW

Gold Problem Solver

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26.4K Messages

1 year ago

... should be getting 800 down / 20 up ... upstream was being capped at 5mbs (and download at 700mb) ...

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post the following information from your modem (from http://192.168.100.1):

  • uptime
  • downstream: power levels, SNR (or MER), and error counts for all channels
  • upstream: power levels for all channels
  • complete event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_m145

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16 Messages

@BruceW​ Apologies, I should have specified in the original post that I'm connected via ethernet and have already tried connecting directly to the modem with the problem still persisting. Something I just noticed while changing all the mac addresses to zeros in the event log, if you look at the first event on may 30th it actually mentions the default bootfile.

Up Time 0 d: 8 h: 11 m
Product Runtime 0 d: 10 h: 00 m

Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked 256QAM 20 543.00 MHz -2.80 dBmV 40.95 dB 0 0
2 Locked 256QAM 13 501.00 MHz -2.50 dBmV 40.95 dB 0 0
3 Locked 256QAM 14 507.00 MHz -2.60 dBmV 40.95 dB 0 0
4 Locked 256QAM 15 513.00 MHz -2.70 dBmV 40.37 dB 0 0
5 Locked 256QAM 16 519.00 MHz -2.50 dBmV 40.95 dB 0 0
6 Locked 256QAM 17 525.00 MHz -2.90 dBmV 40.37 dB 0 0
7 Locked 256QAM 18 531.00 MHz -3.20 dBmV 40.37 dB 0 0
8 Locked 256QAM 19 537.00 MHz -2.80 dBmV 40.37 dB 0 0
9 Locked 256QAM 21 549.00 MHz -3.00 dBmV 40.95 dB 0 0
10 Locked 256QAM 22 555.00 MHz -2.90 dBmV 40.37 dB 0 0
11 Locked 256QAM 23 561.00 MHz -2.90 dBmV 40.37 dB 0 0
12 Locked 256QAM 24 567.00 MHz -3.40 dBmV 40.37 dB 0 0
13 Locked 256QAM 25 573.00 MHz -2.80 dBmV 40.95 dB 0 0
14 Locked 256QAM 26 579.00 MHz -2.50 dBmV 40.37 dB 0 0
15 Locked 256QAM 27 585.00 MHz -3.00 dBmV 40.95 dB 0 0
16 Locked 256QAM 28 591.00 MHz -3.00 dBmV 40.95 dB 0 0
17 Locked 256QAM 29 597.00 MHz -2.60 dBmV 40.95 dB 0 0
18 Locked 256QAM 30 603.00 MHz -3.10 dBmV 40.95 dB 0 0
19 Locked 256QAM 31 609.00 MHz -2.90 dBmV 40.37 dB 0 0
20 Locked 256QAM 32 615.00 MHz -2.70 dBmV 40.37 dB 0 0
21 Locked 256QAM 33 621.00 MHz -3.70 dBmV 40.95 dB 0 0
22 Locked 256QAM 34 627.00 MHz -3.60 dBmV 40.37 dB 0 0
23 Locked 256QAM 35 633.00 MHz -3.30 dBmV 40.37 dB 0 0
24 Locked 256QAM 36 639.00 MHz -3.70 dBmV 40.37 dB 0 0
25 Locked 256QAM 37 645.00 MHz -3.50 dBmV 39.90 dB 0 0
26 Locked 256QAM 38 651.00 MHz -3.10 dBmV 41.10 dB 0 0
27 Locked 256QAM 39 657.00 MHz -3.60 dBmV 39.90 dB 0 0
28 Locked 256QAM 40 663.00 MHz -3.90 dBmV 40.40 dB 0 0
29 Locked 256QAM 41 669.00 MHz -3.50 dBmV 39.90 dB 0 0
30 Locked 256QAM 42 675.00 MHz -3.30 dBmV 39.90 dB 0 0
31 Locked 256QAM 43 681.00 MHz -3.60 dBmV 40.40 dB 0 0
32 Locked 256QAM 44 687.00 MHz -3.20 dBmV 39.90 dB 0 0

Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 17 5120 kSym/s 16.40 MHz 40.25 dBmV
2 Locked ATDMA 20 5120 kSym/s 35.60 MHz 40.25 dBmV
3 Locked ATDMA 19 5120 kSym/s 29.20 MHz 39.50 dBmV
4 Locked ATDMA 18 5120 kSym/s 22.80 MHz 39.75 dBmV

EVENT LOG:

Wed May 08 03:07:40 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Wed May 08 03:40:15 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Fri May 17 14:07:06 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Fri May 17 14:22:50 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon May 20 11:13:18 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon May 20 13:11:27 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Thu May 30 01:50:38 2024 6 DHCP Renew - lease parameters tftp file-d11_m_sb6190_default_c01.cm modified;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Thu May 30 07:07:30 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 02:41:28 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 02:44:08 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 10:07:11 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 10:09:37 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 14:23:11 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Sun Jun 02 17:13:39 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 03 02:26:40 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 03 02:40:32 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 03 09:29:35 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Mon Jun 03 11:11:30 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 04 01:31:59 2024 6 TLV-11 - unrecognized OID;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;
Tue Jun 04 02:12:29 2024 3 No Ranging Response received - T3 time-out;CM-MAC=0000;CMTS-MAC=0000;CM-QOS=1.1;CM-VER=3.0;

1 year ago

0

BruceW

Gold Problem Solver

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26.4K Messages

1 year ago

... first event on may 30th it actually mentions the default bootfile ...

That line is reporting a DHCP lease renewal. I do not know whether the filename mentioned is the speed-setting bootfile. Otherwise the power levels and SNR values appear to be in spec.

But the event log "No Ranging Response received" and "TLV-11 - unrecognized OID" errors suggest a problem with the link between your modem and Comcast's network. Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. These are often intermittent. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

Less often such problems could be due to a failing modem, or to a Comcast problem further upstream.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

And again please note:

When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_m145

Frequent Visitor

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16 Messages

Thanks for the reply, my connect has been completely stable throughout all of this. Both before and after the change in speed I've not experienced any packet loss or connection issues. The customer support rep I spoke with also suggested an issue with the line or cables, however what I don't understand is how a damaged cable would limit my connection by a specific amount and have it remain there perfectly stable. I'd think the connection would be far less stable if the line or equipment was damaged, showing things like packet loss and jitter. I'm not trying to be dismissive here, and do appreciate you taking the time to help. I've just had dealings with comcast before that went similar to this, where the reps and techs spent countless hours investigating the lines and cables only for the real problem to be some where on their backend.

1 year ago

0

XfinityKei

Official Employee

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1.5K Messages

@user_m145 Thanks for reaching out about your connection issues. I would like to confirm if everything with your connection has been resolved for you. 

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

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110.5K Messages

@XfinityKei 

We need you to please confirm whether or not the correct config / boot file for their subscribed to speed tier is being pushed to their modem. And that all of their data in the backend database is correct and complete. You'll probably need a DM from them in order to do so ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

1 year ago

0

user_m145

Frequent Visitor

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16 Messages

No the issue has not been resolved.

1 year ago

0

XfinityKei

Official Employee

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1.5K Messages

@user_m145 Thanks for verifying with us. Can you meet me in a direct messae so I can access your previous tech notes and review your signal levels to resolve your concerns. Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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

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

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110.5K Messages

1 year ago

FWIW. Yes, that's the naming convention for the speed configuration / boot file "d11_m_sb6190_default_c01.cm modified;" and it appears to be the 'default' one that gets loaded into a modem when the modem is incompatible with the subscribed to speedtier. The 6190 is older and it doesn't look like they are supporting it for any speed tier anymore. I can't find it on their supported list. You're likely going to need to get one that supports the Superfast Speedtier so that the correct boot file can be pushed to it.

(edited)

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0

EG

Expert

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110.5K Messages

1 year ago

OK with the help of @BruceW I have found that it is still supported for service on their system but not necessarily for that speed tier with 20 Mbps upload speed. YMMV. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They can confirm whether or not the correct config file is loaded into the modem. Good luck !

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user_m145

Frequent Visitor

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16 Messages

Thank you for the reply, I appreciate you escalating this issue. For what its worth in my trouble shooting I did check to see if the modem was still supported. Both on this page and in this pdf my modem is listed as supported for up to 859mbs. I also would really, really like to stress that my plan has not changed in any way and my modem was working just fine as of last Thursday.

1 year ago

0

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