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300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

fxg
Regular Visitor

300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

I've had the Performance Pro internet rated at 300Mbps for a few years now, using the Arris SB6190 modem and Google Mesh Wifi, it's always been very consistent at 300+ Mbps, the Google router tests speeds daily and I have a log that has the last 30 days being 330 to 350Mbps.  

 

However 4 days ago on Friday the speed suddenly dropped to below 100, no big deal I thought as it has happened a couple of times in the past, I'll power cycle the equipement.  It got better but stayed around 100-120Mbps, all throughout the weekend and into now Monday.  I've contacted support three times, through chat and phone, they've diagnosed/tested/restarted the modem and said I need a new modem and to get a DOCSIS 3.1.  While I'm willing to go get an upgrade, I just can't imagine the modem is now half working when it's been at full speed for at least 2 years now.

 

I have not done any equipement or wiring change, can someone help me troubleshoot this further?  Btw not sure if this is related, but a few weeks ago I notced outside the house where the cable connects to the street, there's a new metal cylinder thing connected between the cables, about the size of a finger, the ground wire has also been changed out, it has a green tag on it says Comcast and Do not remove.  A technician must have put it there recently since it wasn't there before.

fxg
Regular Visitor

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

Here's my modem stats, let me know if there's anything else I should post, channel 26 to 32 says "Not Locked"

 

Startup Procedure

ProcedureStatusComment
Acquire Downstream Channel Locked
Connectivity StateOKOperational
Boot StateOKOperational
Configuration FileOK 
SecurityEnabledBPI+
DOCSIS Network Access EnabledAllowed

 

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM13577.75 MHz-10.50 dBmV38.61 dB6791672
2Locked256QAM14583.75 MHz-8.90 dBmV38.98 dB7041848
3Locked256QAM15589.75 MHz-9.50 dBmV37.64 dB9601956
4Locked256QAM16595.75 MHz-11.00 dBmV37.64 dB9051881
5Locked256QAM17601.75 MHz-9.90 dBmV37.64 dB9811905
6Locked256QAM18607.75 MHz-11.10 dBmV36.61 dB8772029
7Locked256QAM19613.75 MHz-13.00 dBmV37.36 dB8172708
8Locked256QAM20619.75 MHz-11.70 dBmV37.64 dB7862138
9Locked256QAM21625.75 MHz-14.00 dBmV34.93 dB18948508
10Locked256QAM22631.75 MHz-16.60 dBmV34.48 dB229213131
11Locked256QAM23637.75 MHz-14.20 dBmV35.60 dB10956322
12Locked256QAM24643.75 MHz-16.00 dBmV33.96 dB15044772
13Locked256QAM25649.75 MHz-19.60 dBmV31.92 dB12826988
14Locked256QAM26655.75 MHz-18.60 dBmV32.68 dB9381503
15Locked256QAM27661.75 MHz-17.90 dBmV33.38 dB23563065
16Locked256QAM28667.75 MHz-19.70 dBmV31.99 dB23083880
17Locked256QAM29673.75 MHz-19.50 dBmV31.34 dB20765665
18Locked256QAM30679.75 MHz-19.60 dBmV31.62 dB10351174
19Locked256QAM31685.75 MHz-21.60 dBmV29.81 dB75871371
20Locked256QAM32691.75 MHz-19.10 dBmV31.92 dB10591021
21Locked256QAM33697.75 MHz-17.20 dBmV33.49 dB9141015
22Locked256QAM34703.75 MHz-20.80 dBmV30.59 dB4023052636605
23Locked256QAM35709.75 MHz-22.90 dBmV28.50 dB16163723866909
24Locked256QAM36715.75 MHz-21.90 dBmV29.23 dB4442321944096
25Locked256QAM38721.75 MHz-24.00 dBmV27.30 dB91454404

488814

EG
Expert

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

Without even seeing the upstream power stats, the downstream stats are horrible ! You may want to call this in and report it. Request another tech visit to investigate. What you have described sounds like it is a new grounding block that was installed which may not have been connected properly. And / or It may also be a noise filter / trap that was also put on your line by their noise egress police because your house is feeding noise back into the lines which may be affecting your neighbor's connectivity. Good luck with it ! Please post back with how things turn out, thanks.



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fxg
Regular Visitor

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

Thank you, do you have any suggestion on how to get suppor this information? I've called/chat 3 times and they never once asked for this and just go through their script of diagnosing the modem and sending restart signals.  I did ask for a tech on the last call but they said it will cost $70 to get a tech out here, what's the best way to communicate with them on this?

fxg
Regular Visitor

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

Found the issue, whoever installed the metal cylinder filter did not weather proof it correctly, I unplugged it and one end had quite a lot of water in it, probably from the ice/snow storm we had last Thursday, which make sense the speed would deteriorate starting Friday.  Dried it thoroughly and plugged back in, speed test is back to 300+

 

Though I double checked the modem status after the speed is back to normal, does this look ok now or are there still concerns I should contact support? Including Upstream:

 

Downstream Bonded Channels

ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM13577.75 MHz-7.10 dBmV38.61 dB224315053
2Locked256QAM14583.75 MHz-6.60 dBmV38.61 dB262611598
3Locked256QAM15589.75 MHz-5.30 dBmV40.37 dB192718130
4Locked256QAM16595.75 MHz-7.40 dBmV38.98 dB212124386
5Locked256QAM17601.75 MHz-6.80 dBmV37.64 dB259025739
6Locked256QAM18607.75 MHz-5.00 dBmV38.98 dB215221636
7Locked256QAM19613.75 MHz-7.50 dBmV38.61 dB238917797
8Locked256QAM20619.75 MHz-8.70 dBmV37.64 dB164915786
9Locked256QAM21625.75 MHz-4.50 dBmV37.36 dB354424693
10Locked256QAM22631.75 MHz-3.30 dBmV38.61 dB290025321
11Locked256QAM23637.75 MHz-5.50 dBmV38.98 dB193322453
12Locked256QAM24643.75 MHz-3.60 dBmV38.61 dB214816169
13Locked256QAM25649.75 MHz-2.10 dBmV38.98 dB202321293
14Locked256QAM26655.75 MHz-3.80 dBmV40.37 dB192912957
15Locked256QAM27661.75 MHz-3.50 dBmV40.37 dB312218013
16Locked256QAM28667.75 MHz-4.00 dBmV38.98 dB306319524
17Locked256QAM29673.75 MHz-4.60 dBmV38.98 dB355622028
18Locked256QAM30679.75 MHz-4.50 dBmV38.98 dB199616981
19Locked256QAM31685.75 MHz-7.60 dBmV37.64 dB3977516208
20Locked256QAM32691.75 MHz-6.80 dBmV37.64 dB179315468
21Locked256QAM33697.75 MHz-4.10 dBmV38.61 dB173316877
22Locked256QAM34703.75 MHz-5.50 dBmV37.64 dB5363193503123
23Locked256QAM35709.75 MHz-7.20 dBmV38.61 dB91978515614010
24Locked256QAM36715.75 MHz-4.90 dBmV38.61 dB10174761984141
25Locked256QAM38721.75 MHz-4.50 dBmV38.90 dB6190212493220483
26Locked256QAM39727.75 MHz-6.20 dBmV38.60 dB104319544
27Locked256QAM40733.75 MHz-5.20 dBmV38.60 dB6955279
28Locked256QAM41739.75 MHz-3.80 dBmV39.20 dB1381924960128130617
29Locked256QAM42745.75 MHz-3.20 dBmV38.90 dB9472244
30Locked256QAM43751.75 MHz-3.70 dBmV38.60 dB9584363
31Locked256QAM44757.75 MHz-4.20 dBmV38.90 dB4301616
32Locked256QAM45763.75 MHz-5.80 dBmV37.60 dB4091330

 

 

Upstream Bonded Channels

ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 kSym/s30.10 MHz49.75 dBmV
2LockedATDMA45120 kSym/s17.30 MHz49.00 dBmV
3LockedATDMA35120 kSym/s23.70 MHz49.50 dBmV
4LockedATDMA15120 kSym/s36.50 MHz50.00 dBmV

 

 

EG
Expert

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

It won't cost you anything if it is on their end of the demarc / a problem with their equipment / their mistake.



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EG
Expert

Re: 300Mbps Internet speed suddenly only getting 100Mbps, Arris SB6190 modem

Oh. And the downstream is better but is still marginal / on the weak side. The upstream power is borderline / almost out of spec. There is no wiggle room to allow for the inevitable fluctuations. More work needs to be done.



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We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!