Frequent Visitor
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11 Messages
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.
BruceW
Gold Problem Solver
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25.9K Messages
4 months ago
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):
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BruceW
Gold Problem Solver
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25.9K Messages
4 months ago
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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EG
Expert
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106.2K Messages
4 months 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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EG
Expert
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106.2K Messages
4 months 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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