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Hello there, like the title says my modem was working perfectly fine prior to the move. Is it possible that the service rep was trying to coerce me into upgrading my modem needlessly? I'm using an Arris sb6183 and she would say that it's end of life and that I'm "not getting the optimal speed" but would ignore me when I said I don't mind if I'm not getting the optimal speeds and that I just want internet, lol. I just got done speaking with an online chat rep and was told that I'd need to have a service technician come out and that there will only be fees if the issue is not their own (The customer service rep I spoke to online said it was a flat $60...) Is this my only option? Thanks!
Start here: troubleshooting guide. If you still need help, please post your equipment details (make/model of your modem/gateway/router) and a screenshot of your signal levels and your error/event log. Thank you!
Thanks for the quick response!
I'm working my way through the troubleshoot guide for stuff I haven't already tried, but here's my event log and stuff.. it doesn't look like any I've seen online so I'm sure I'm doing something wrong
Edit: My router is an Arris sb6183
FWIW, that stuff is invalid because it says that the modem is not synchronized with the system. Try to post the stats when it is synched with the system.
It could be an RF signal / connection quality problem, or a modem hardware problem. Most of the time it is the former.
The modem doesn't appear to be acquiring an upstream channel. A high pass filter may have been put on the line that a tech has to remove. Good luck !
@gtfotis wrote: ... Arris sb6183 and she would say that it's end of life ...
It isn't: see http://mydeviceinfo.g.comcast.net/device.php?devid=417.
... and that I'm "not getting the optimal speed" ...
Comcast rates the 6183 for use with Internet speeds up to 373 Mbps (see https://mydeviceinfo.xfinity.com/device/arris-sb6183-417), so it should be OK up to that speed. Even if your plan speed is higher, the modem should be able to establish a basic connection to Comcast's network provided, as stated, there isn't a problem in the signal path.
If you can't get it working, you'll need a tech to track down the problem.
It's not finding the CMTS, let alone connect to the first download channel. Almost makes me wonder if that cable connection is live to begin with. I'm thinking a tech visit is in order as well.
Hi, gtfotis - How did the appointment go?