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Arris SB6190 Capping Speed at 33/34 MBPS

Regular Visitor

Arris SB6190 Capping Speed at 33/34 MBPS

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.

Diamond Problem Solver

Re: Arris SB6190 Capping Speed at 33/34 MBPS

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

Regular Visitor

Re: Arris SB6190 Capping Speed at 33/34 MBPS


EG wrote:

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


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.

 

wtfcomcast.jpg

Diamond Problem Solver

Re: Arris SB6190 Capping Speed at 33/34 MBPS

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

Regular Visitor

Re: Arris SB6190 Capping Speed at 33/34 MBPS

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
Regular Visitor

Re: Arris SB6190 Capping Speed at 33/34 MBPS

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.

 

IMG_8951.jpg

Diamond Problem Solver

Re: Arris SB6190 Capping Speed at 33/34 MBPS

Glad you got it straightened out !