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ARRIS SURFboard SB6190 Connection Speed Problem

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Frequent Visitor

ARRIS SURFboard SB6190 Connection Speed Problem

This Xfinity account with a SB6190 modem is receiving significantly reduced interned speeds.  This SB6190 had received  275 Mbps up until about June 2020. Customer continues to receive good upload speeds of 10 Mbps. Xfinity Technical Support believes problem may require SB6190 which will require expensive upgrade to Motorola DOCSIS 3.1 modem . Customer believes problem may be an Xfinity issue supporting SB6190 modems. (For instance, Xfinity could send a bad boot/config file causing lowers connection speeds to SB6190 modems.)

Xfinity customers with SB6190 modems please post following:

1) Xfinty internet service tier.

2) Connection speed test results from https://speedtest.xfinity.com/

3) Advise if SB6190 event log found at http://192.168.100.1/cgi-bin/eventlog contains following error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) Post your approximate location.

Here are my SB6190 results:
1) Xfinity 275 Mbps Internet Service

2) Download = 91 Mbps. Upload= 10 Mbps

3) My SB6190 event log does contain error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) St. Paul, MN

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New Poster

Re: ARRIS SURFboard SB6190 Connection Speed Problem

Xfinity customers with SB6190 modems please post following:

1) Xfinty internet service tier.

2) Connection speed test results from https://speedtest.xfinity.com/

3) Advise if SB6190 event log found at http://192.168.100.1/cgi-bin/eventlog contains following error messages ‘TLV-11 - unrecognized OID’ and/or ‘No Ranging Response received - T3 time-out’

4) Post your approximate location.

Here are my SB6190 results:
1) Xfinity 600 Mbps Internet Service

2) Download = 150 Mbps. Upload= 17 Mbps

3) TBD

4) San Jose, CA

 

Have you tried calling Arris? I would also be interested to see the solution to this as I am experiencing the same slowness since around May 2020

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Frequent Visitor

Re: ARRIS SURFboard SB6190 Connection Speed Problem

I also began experiencing slower speeds in the May 2020 time period.   I contacted Arris and modem passed all tests.  Since we have both experienced slow speeds around the same time this definitly looks like a change was made by Xfinity in this timeperiod which has slowed connections to SB6190 and possibly other modems. 

 

1)  Please at least try to post your Arris error logs to this thread. Arris error logs may be found by going to http://192.168.100.1/cgi-bin/eventlog (username=admin, password=password).

 

2)  Please also seek a Xfinity billing credit for spending time helping Xfinity troubleshoot a problem(s) with their service.

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New Poster

Re: ARRIS SURFboard SB6190 Connection Speed Problem

Thanks node006565

 

I have to get a few things for my MAC to be able to plug into the Arris RJ45 port.

Will post logs as soon as I get them

I also just posted a support help from Arris in hopes that they can help .

I posted the log output that was posted in the original thread

I guess the question is, is your issue resolved?? If it is, what did you do to resolve this?? Would really hate to buy a new modem.

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Frequent Visitor

Re: ARRIS SURFboard SB6190 Connection Speed Problem

This is an ongoing problem.  The SB6190 continues to have slow Xfinity Internet speeds.  

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Frequent Visitor

Re: ARRIS SURFboard SB6190 Connection Speed Problem

 

So the Xfinity Slow download download speed with good upload speed problim contines with my SB6190 DOCSIS 3.0 modem.
Below please find modem status after 72+ hours of runtime.  Power and SNR looks good.  Slow download occurrs even with all 32 downstream channels connected!   Anyone have any ideas on how an Xfinity customer can ask for a check of their side of the network or am I just an SOL user?
Downstream Bonded Channels




ChannelLock StatusModulationChannel IDFrequencyPowerSNRCorrectedUncorrectables
1Locked256QAM37645.00 MHz4.50 dBmV40.37 dB30
2Locked256QAM9471.00 MHz4.80 dBmV40.37 dB120
3Locked256QAM10477.00 MHz4.70 dBmV40.95 dB00
4Locked256QAM11483.00 MHz4.70 dBmV40.95 dB00
5Locked256QAM12489.00 MHz4.70 dBmV40.37 dB140
6Locked256QAM13495.00 MHz4.60 dBmV40.37 dB80
7Locked256QAM14507.00 MHz4.60 dBmV40.95 dB140
8Locked256QAM15513.00 MHz4.60 dBmV40.95 dB00
9Locked256QAM16519.00 MHz4.50 dBmV40.37 dB100
10Locked256QAM17525.00 MHz4.50 dBmV40.37 dB90
11Locked256QAM18531.00 MHz4.40 dBmV40.37 dB140
12Locked256QAM19537.00 MHz4.20 dBmV40.37 dB00
13Locked256QAM20543.00 MHz4.10 dBmV40.37 dB30
14Locked256QAM21549.00 MHz4.00 dBmV40.37 dB00
15Locked256QAM22555.00 MHz4.00 dBmV40.37 dB20
16Locked256QAM23561.00 MHz3.90 dBmV40.37 dB10
17Locked256QAM24567.00 MHz4.00 dBmV40.37 dB10
18Locked256QAM25573.00 MHz4.00 dBmV40.37 dB10
19Locked256QAM26579.00 MHz4.00 dBmV40.37 dB00
20Locked256QAM27585.00 MHz4.10 dBmV40.37 dB00
21Locked256QAM28591.00 MHz4.20 dBmV40.37 dB10
22Locked256QAM29597.00 MHz4.20 dBmV40.37 dB30
23Locked256QAM30603.00 MHz4.10 dBmV40.37 dB20
24Locked256QAM31609.00 MHz4.00 dBmV40.95 dB20
25Locked256QAM32615.00 MHz4.00 dBmV39.50 dB20
26Locked256QAM33621.00 MHz4.00 dBmV39.50 dB00
27Locked256QAM34627.00 MHz4.20 dBmV39.90 dB00
28Locked256QAM35633.00 MHz4.20 dBmV39.50 dB00
29Locked256QAM36639.00 MHz4.40 dBmV39.20 dB10
30Locked256QAM38651.00 MHz4.40 dBmV39.50 dB00
31Locked256QAM39657.00 MHz4.30 dBmV39.50 dB10
32Locked256QAM40663.00 MHz4.40 dBmV39.50 dB40

 

 
Upstream Bonded Channels
ChannelLock StatusUS Channel TypeChannel IDSymbol RateFrequencyPower
1LockedATDMA25120 kSym/s24.40 MHz37.50 dBmV
2LockedATDMA51280 kSym/s41.20 MHz37.50 dBmV
3LockedATDMA45120 kSym/s37.20 MHz37.50 dBmV
4LockedATDMA35120 kSym/s30.80 MHz37.50 dBmV
5LockedATDMA15120 kSym/s18.00 MHz37.50 dBmV



 

Current System Time: Wed Aug 26 13:45:53 2020

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Frequent Visitor

Mysterious lower download speed with DOCSIS 3.0 modem

My DOCSIS 3.0 modem speeds have mysteriesly been cut in half since May 2020.  It's an SB6190 subscribed to 250  Mbps Xfinity with slow ~90 Mbps download (upload speed is normal)   

 

Any others with DOCSIS 3.0 modems post https://speedtest.xfinity.com/ results to this thread to let us know if your internet speeds are as expected or slower than Xfinity subscription.

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Gold Problem Solver

Re: Mysterious lower download speed with DOCSIS 3.0 modem


@node006565 wrote: ... SB3160 subscribed to 250  Mbps Xfinity with slow ~90 Mbps download ...

Are you connecting via Wifi or Ethernet? If Ethernet, speeds around 90 Mbps are sometimes due to cable or connector problems, or an network adapter that isn't capable of Gigabit speeds.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your modem or gateway's model number and signal information ("SB3160" isn't a valid model #), especially downstream power levels and SNR, upstream power levels, and error log.

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Frequent Visitor

Re: Mysterious lower download speed with DOCSIS 3.0 modem

SB6190 modem, SNR, and Power and upload speed is good. I've made calls to Xfinity technical support who were each capable of modem reboot, however I have not found any way to request Xfinity test their equipment to ensure it is functioning correctly.