Solved: Re: 95 Mbps Download on a 600 Mbps Plan help!!! - Xfinity Help and Support Forums

Erchant115781 · ‎04-21-2020

Event Log

The table below contains the log of events that the SB8200 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

Date Time	Event ID	Event Level	Description
04/19/2020 14:30	84000500	3	"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=0c:11:67:02:7c:ee;CM-QOS=1.1;CM-VER=3.1;"
04/19/2020 14:18	2436694061	5	"Dynamic Range Window violation"
04/19/2020 14:18	82001100	5	"RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=0c:11:67:02:7c:ee;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00	2436694066	6	"Honoring MDD; IP provisioning mode = IPv6"
01/01/1970 00:00	82000200	3	"No Ranging Response received - T3 time-out;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=0c:11:67:02:7c:ee;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
04/19/2020 14:16	84000500	3	"SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=0c:11:67:02:7c:ee;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:01	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
01/01/1970 00:00	84000100	3	"SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:5c:b2:bd;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"

Erchant115781 · ‎04-21-2020

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	561000000 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
17	Locked	QAM256	561000000 Hz	10.8 dBmV	41.3 dB	0	0
1	Locked	QAM256	459000000 Hz	9.8 dBmV	41.5 dB	0	0
2	Locked	QAM256	465000000 Hz	9.7 dBmV	41.1 dB	0	0
3	Locked	QAM256	471000000 Hz	9.7 dBmV	41.4 dB	1	0
4	Locked	QAM256	477000000 Hz	9.9 dBmV	41.5 dB	0	0
5	Locked	QAM256	483000000 Hz	10.0 dBmV	41.6 dB	0	0
6	Locked	QAM256	489000000 Hz	10.1 dBmV	41.3 dB	0	0
7	Locked	QAM256	495000000 Hz	10.1 dBmV	41.5 dB	0	0
8	Locked	QAM256	507000000 Hz	10.4 dBmV	41.4 dB	0	0
9	Locked	QAM256	513000000 Hz	10.5 dBmV	41.6 dB	2	0
10	Locked	QAM256	519000000 Hz	10.6 dBmV	41.7 dB	1	0
11	Locked	QAM256	525000000 Hz	10.5 dBmV	41.3 dB	0	0
12	Locked	QAM256	531000000 Hz	10.7 dBmV	41.4 dB	1	0
13	Locked	QAM256	537000000 Hz	10.8 dBmV	41.6 dB	0	0
14	Locked	QAM256	543000000 Hz	10.6 dBmV	41.4 dB	2	0
15	Locked	QAM256	549000000 Hz	10.7 dBmV	41.5 dB	0	0
16	Locked	QAM256	555000000 Hz	10.6 dBmV	41.3 dB	0	0
18	Locked	QAM256	567000000 Hz	10.5 dBmV	41.3 dB	2	0
19	Locked	QAM256	573000000 Hz	10.5 dBmV	41.4 dB	0	0
20	Locked	QAM256	579000000 Hz	10.5 dBmV	41.4 dB	6	0
21	Locked	QAM256	585000000 Hz	10.5 dBmV	41.4 dB	3	0
22	Locked	QAM256	591000000 Hz	10.4 dBmV	41.5 dB	1	0
23	Locked	QAM256	597000000 Hz	10.3 dBmV	41.1 dB	1	0
24	Locked	QAM256	603000000 Hz	10.3 dBmV	41.5 dB	8	0
25	Locked	QAM256	609000000 Hz	10.3 dBmV	41.3 dB	4	0
26	Locked	QAM256	615000000 Hz	10.3 dBmV	41.1 dB	4	0
27	Locked	QAM256	621000000 Hz	10.5 dBmV	41.3 dB	4	0
28	Locked	QAM256	627000000 Hz	10.4 dBmV	41.3 dB	2	0
29	Locked	QAM256	633000000 Hz	10.4 dBmV	41.1 dB	5	0
30	Locked	QAM256	639000000 Hz	10.2 dBmV	40.6 dB	6	0
31	Locked	QAM256	645000000 Hz	10.4 dBmV	41.2 dB	8	0
32	Locked	QAM256	651000000 Hz	10.5 dBmV	41.0 dB	3	0
159	Locked	Other	690000000 Hz	11.4 dBmV	39.5 dB	0	0

Upstream Bonded Channels
Channel	Channel ID	Lock Status	US Channel Type	Frequency	Width	Power
1	4	Locked	SC-QAM Upstream	16200000 Hz	6400000 Hz	34.0 dBmV
2	1	Locked	SC-QAM Upstream	35700000 Hz	6400000 Hz	35.0 dBmV
3	2	Locked	SC-QAM Upstream	29200000 Hz	6400000 Hz	35.0 dBmV
4	3	Locked	SC-QAM Upstream	22700000 Hz	6400000 Hz	34.0 dBmV

Current System Time: Tue Apr 21 16:52:25 2020

Erchant115781 · ‎04-21-2020

Speed Test Via xfinity

Erchant115781 · ‎04-21-2020

C:\Users\jstin>ping -t www.comcast.net

Pinging e7010.dscg.akamaiedge.net [23.198.152.157] with 32 bytes of data:
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=18ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=16ms TTL=57
Reply from 23.198.152.157: bytes=32 time=18ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=18ms TTL=57
Reply from 23.198.152.157: bytes=32 time=18ms TTL=57
Reply from 23.198.152.157: bytes=32 time=20ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=20ms TTL=57
Reply from 23.198.152.157: bytes=32 time=17ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=16ms TTL=57
Reply from 23.198.152.157: bytes=32 time=19ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=17ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=18ms TTL=57
Reply from 23.198.152.157: bytes=32 time=14ms TTL=57
Reply from 23.198.152.157: bytes=32 time=15ms TTL=57

Ping statistics for 23.198.152.157:
Packets: Sent = 71, Received = 71, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
Minimum = 14ms, Maximum = 20ms, Average = 15ms
Control-C
^C
C:\Users\jstin>

Erchant115781 · ‎04-21-2020

Lease Obtained. . . . . . . . . . : Tuesday, April 21, 2020 5:36:50 PM
Lease Expires . . . . . . . . . . : Wednesday, April 22, 2020 5:36:48 PM

Erchant115781 · ‎04-21-2020

xfinity Connection outside on my wall xfinity hooked up!

Erchant115781 · ‎04-21-2020

Check if there is a service interruption "NOPE"

Recent changes in your service "NOPE"

Verify equipment/operating system meet minimum system requirements "100%"

Verify modem compatibility "100%"

ARRIS SB8200

Cable Modem

View details

Determine if your problem is router-based or modem/signal-based (not applicable to gateway devices) "DONE"

Reset your equipment "A MILLION TIMES PER YOUR REQUEST"

Pay attention to the lights on the front of your modem "ITS NOW ETCHED IN MY BRAIN"

Check your signal levels "DONE"

Check Codewords "DONE"

Check the event log "DONE"

Inspect cabling "DONE" SENT PICTURE OF YOUR INSTALL!!!

Check F-Connectors "DONE" AGAIN YOUR INSTALL PICTURES!!!

Check the quality/status of all splitters "DONE" YOUR SPLITTER IS IT QUALITY??

Examine IP lease times "DONE" SEE PICTURE

Verify your speed tier "THIS IS FUNNY BUT DONE"

Security Software "REMOVED IT"

Traceroutes and ping tests "OVER AND OVER"

CAN I PLEASE GET MY SPEED BACK!!!

HAVE I COMPLETED ENOUGH FOR YOU ON MY END????

Tech1225comtech · ‎04-21-2020

Hi there,

In many situations with gig speed accounts I have seen in the past, I will use speedtest.net's downloadable exe file found on their website. They actually reccomend using the app for speeds higher than 100mbps because of limitations with web browser based speedtest. You should try that and let me know.

Further more, do you know if your computer/device can handle 600mbps or higher, let me know? Im always willing to lend a helping hand to my fellow internet users.

Your signal looks to be withing range for comcast to operate correctly, snr looks good as so do your upstream and downstream levels.

Your upload speed appears to be correct to speed plan, however your upstream levels should be around 40-47dbmv im my experince, gives more resilience when dealing with heavy spikes of fm ingress.

Let me know!

Erchant115781 · ‎04-21-2020

I have never had a problem with the speed until now all my computers have the same test results using the app or the website. My computer is in fack 1000% GIGABIT!!! so rest assured it is not my computer.

Erchant115781 · ‎04-21-2020

I have been working tirelessly on this. We cannot continue at this speed it can not and will not do for my family's situation.

Erchant115781 · ‎04-21-2020

This is with the web site!

Erchant115781 · ‎04-22-2020

Just for the heck of it I directly connected my sons brand new 2020 gaming desktop and performed another modem reset and ran another speed test via the exe application "APP" and received the same results FYI

Shankarhokie · ‎04-22-2020

Did you do a modem power reset and try?

I am having to do this daily for the past 5 weeks since quarantine started. My 600Mbps plan crawls to 6Mbps on a hard connected desktop computer.

Erchant115781 · ‎04-22-2020

Yessir Multiple times, no matter what I do we are getting a perfect 95 Mbps Download and 17 Mbps upload. I am 1000% confident this is at the pole or Comcast's side. I am beyond frustrated right now.

Nerd · ‎04-22-2020

Did you try the gigabit troubleshooting video? It is stickied at the top of the forum.

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? Mark the post as Best Answer!

Erchant115781 · ‎04-22-2020

Yessir, I am not sure what to do now I am officially stumped.

Nerd · ‎04-22-2020

@Erchant115781 wrote:
Yessir, I am not sure what to do now I am officially stumped.

We can ask an employee to take a look. Beware though that the queue is backed up, so their response won't be quick.

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? Mark the post as Best Answer!

Nerd · ‎04-22-2020

I've asked an employee to assist you. You should expect a reply in this thread.

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? Mark the post as Best Answer!

ComcastMichael · ‎04-22-2020

Greetings, @Erchant115781! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are running into with your internet connection, especially during these crazy times. I would like to have a closer look to see what could be causing the issue. Can you please send me a PM with your first and last name so I may further assist you?

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!

Erchant115781 · ‎04-23-2020

I have to respectively apologize, I took the wall plate off and found the culprit. I replaced the line and walla my speed is fantastic. I feel like a terrible person because this was in fact in my home behind the wall plate and not on xfinity!