Arris SB6190 Capping Speed at 33/34 MBPS

[mackeydesigns]

I purchased the ARRIS SB6190 new from Amazon back in April of 2017. After having Comcast/Xfinity re-route and install a new line into my home office - I was reaching speeds up to 200 down on both wired and 5G wireless in my home.

At some point, we noticed that our speeds had diminished in comparison and after some tests on multiple devices both connected wired and wirelessly - were contanstly capped at 33-34MBPS. I have reached out to customer support and they cannot indentify any issues in my area or with my account. They've provisioned the router at least two times during that call and verified the bootfile and settings on the account are correct (although I can't actually promise that's true).

At this rate, I'm beginning to think it is the firmware, but I don't believe there is anything I can do to fix that. Any information or support would be extremely helpful - We pay for the extra speed because I work from home and need the additional speed for own projects and to share with the family.

Thank you.

[EG]

For a test, what do you get with a computer hardwired directly to the 6190 (no router in the mix) ?

[mackeydesigns]

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@EG wrote:

For a test, what do you get with a computer hardwired directly to the 6190 (no router in the mix) ?

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Same. Everything, regardless of the devices are maxed out at 33/34. Here are screenshots done from after i got the modem, to just a few days ago (the top screenshot is actually from 5Ghz wireless connection and the bottom is hardwired).

I have a tech coming tomorrow to check everything.

[EG]

O/k then good luck with the visit ! Post back with how things turn out.

[mackeydesigns]

According to the ARRIS help page, all my settings are correct. Here is the info pulled off the modem, still maxing out at 33.

Bootfile: d11_m_sb6190_blastpro_c01.cm

Standard Specification Compliant	ARRIS DOCSIS 3.0 Cable Modem / Retail
Hardware Version	3
Software Version	9.1.93V

Startup Procedure
Procedure	Status	Comment
Acquire Downstream Channel		Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+
DOCSIS Network Access Enabled	Allowed

Downstream Bonded Channels
Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Corrected	Uncorrectables
1	Locked	256QAM	21	663.00 MHz	0.40 dBmV	38.61 dB	91	0
2	Locked	256QAM	1	543.00 MHz	-1.50 dBmV	40.95 dB	89	0
3	Locked	256QAM	2	549.00 MHz	-0.60 dBmV	40.37 dB	77	0
4	Locked	256QAM	3	555.00 MHz	0.00 dBmV	40.95 dB	113	0
5	Locked	256QAM	4	561.00 MHz	0.80 dBmV	40.95 dB	70	0
6	Locked	256QAM	5	567.00 MHz	1.00 dBmV	40.95 dB	65	0
7	Locked	256QAM	6	573.00 MHz	1.30 dBmV	43.38 dB	54	0
8	Locked	256QAM	7	579.00 MHz	1.20 dBmV	40.95 dB	67	0
9	Locked	256QAM	8	585.00 MHz	1.20 dBmV	40.37 dB	84	0
10	Locked	256QAM	9	591.00 MHz	1.00 dBmV	40.37 dB	65	0
11	Locked	256QAM	10	597.00 MHz	0.90 dBmV	40.95 dB	47	0
12	Locked	256QAM	11	603.00 MHz	1.00 dBmV	40.95 dB	62	0
13	Locked	256QAM	12	609.00 MHz	1.10 dBmV	40.95 dB	35	0
14	Locked	256QAM	13	615.00 MHz	1.10 dBmV	40.95 dB	28	0
15	Locked	256QAM	14	621.00 MHz	0.70 dBmV	40.95 dB	39	0
16	Locked	256QAM	15	627.00 MHz	0.60 dBmV	40.37 dB	29	0
17	Locked	256QAM	16	633.00 MHz	0.50 dBmV	40.37 dB	46	0
18	Locked	256QAM	17	639.00 MHz	0.70 dBmV	40.95 dB	40	0
19	Locked	256QAM	18	645.00 MHz	0.80 dBmV	40.37 dB	77	0
20	Locked	256QAM	19	651.00 MHz	0.50 dBmV	40.95 dB	56	0
21	Locked	256QAM	20	657.00 MHz	0.50 dBmV	40.37 dB	53	0
22	Locked	256QAM	22	669.00 MHz	0.40 dBmV	38.98 dB	81	0
23	Locked	256QAM	23	675.00 MHz	0.40 dBmV	38.61 dB	100	0
24	Locked	256QAM	24	681.00 MHz	0.30 dBmV	38.98 dB	90	0
25	Not Locked	----	25	435.00 MHz	----	----	----	----
26	Not Locked	----	26	441.00 MHz	----	----	----	----
27	Not Locked	----	27	447.00 MHz	----	----	----	----
28	Not Locked	----	28	453.00 MHz	----	----	----	----

Upstream Bonded Channels
Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	2	5120 kSym/s	36.50 MHz	43.75 dBmV
2	Locked	ATDMA	4	5120 kSym/s	23.70 MHz	43.75 dBmV
3	Locked	ATDMA	3	5120 kSym/s	17.30 MHz	43.75 dBmV
4	Locked	ATDMA	1	5120 kSym/s	30.10 MHz	43.75 dBmV

[mackeydesigns · Accepted solution]

The issue was found.

The technician found a really old filter on my line near the junction box in my neighbors yard. He says he's not sure why it was there or how long it's been there (but appears to be really old) and said I shouldn't have been getting 200 down with it before, maybe it was a fluke.

After removing, reboot and resending the bootfile to my modem, we are getting speeds up to 300 down now.

[EG]

Glad you got it straightened out !