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Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

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Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

I recently upgraded our modem to take advantage of the GIGABIT package offered by Comcast in which I bought a DOCSIS 3.1 ARRIS SB8200 (which is compatble with this package). However after a weeks worth of consulting w/ Comcast's agents, they are saying that the modem lights dont have to be blue and that the signal levels I am getting are accurate and speeds are where they need to be at.

 

My speeds are: 644.38 DOWNLOAD | 41.76 UPLOAD (speedtest.net)

 

This modem (SB8200) indicates that to ensure customer has DOCSIS 3.1 both the UPSTREAM and DOWNSTREAM lights need to be BLUE. However, the only BLUE is the DOWNSTREAM and the UPSTREAM is GREEN. Checking with ARRIS, I was able to get a hold of an agent in which we 3 way called Xfinity to let them know that the signal levels aren't being met as the "Power dBmV are below the specifications of the ARRIS modem." ARRIS agent told Xfinity that the SB8200 requires a minimum upstream signal level of 45-51 dbmv.  I am only getting 32.0/33 dBmV. Hence the reason the light is not blue. ARRIS agent recommended that Xfinity remove the modem from my account and setup a new profile from scratch to fix this.  Roughly 20 minutes go by and its still the same issue while we are still on the phone and the ARRIS agent is strongly suggesting that something is wrong with the signal coming to the house. So, the Xfinity agent sends a technician to my house in which they tell me that the speeds coming from the outside is great HOWEVER we can't come inside because of COVID-19 and can't test anything inside. I will have to wait until it is all over to have someone come inside and check wiring.

 

Regarding resolution of the issue I'm having, Arris points to this minimum requirement and Comcast points to the signal levels as meeting Comcast's specification which leaves me still pointing to the green upstream indication. Comcast refuses to admit that the levels are below manufactures specs and do not want to adjust the signal level higher. If this is the case why is the SB8200 on their approved list?

 

Please help.

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Expert

Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

Comcast does not yet offer DOCSIS 3.1 on the upstream.



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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

If this is the case I am highly upset at every technician/tech support as they are uneducated about it.

 

What do you think about my up/down speeds? Are they low for my gigabit package? Should it be more download speeds?

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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

Only the download speed is low.



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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

what is the range that it should be?

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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

I've had this Arris modem with gigabit speed for nearly 2 years.  Have only ever seen one "blue" light on it. 

 

The highest I ever got was 940/42.  6 months ago it was consistently 880-940.  Right now it has been testing btw 820-920 / 42.  My eero system runs a test automatically and logs it. I've not seen 940 since pre-covid days. Makes me wonder what Comcast if comcast is doing something with the speeds.  Sure, I'd like to see the 940, but I am pretty positive I've never tried to pull even close to that - streaming multiple 4k devices and doing gaming and conferencing all simultaneously.  

 

Comcast does recommend to use their testing server - I think you mentioned speedtest.net.  I use that for my connections around the house and never see more than 300.  Cat5 wiring in the house is useful but old, and several access points won't go faster than 100.

 

Oh - I have had the line to my house replaced - it got cut once and resulted in the TV cutting out. Internet was still churning 900+ speeds, though. Even well below what Arris said it needed to be. After the new line, signal improved. Comcast did this for no charge, also.

 

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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

for some weird reason only speedtest is the one giving me the slow speeds but my router app is giving me higher speeds. is something wrong?

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[HELP] New MB8600 replaced SB8200

Can someone take a look at these connection levels and tell me if something is wrong? I am getting random disconnects at my house and I just got the modem today in the mail to replace the SB8200 since my old post no one really seemed to have an accurate answer.

 

SPEEDTEST ----> 865.39 DOWNLOAD | 41.79 UPLOAD
done today 4/28/2020 7:36AM

 

Here is the EVENT LOG:

 

  Time    Priority    Description 
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   Telnet user logged in from IP address 192.168.100.103.
    Time Not Established   Critical (3)   Telnet user logged out.
    Time Not Established   Critical (3)   Telnet user logged in from IP address 192.168.100.103.
    Time Not Established   Critical (3)   Telnet user logged out.
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    06:08:23
Tue Apr 28 2020
  Critical (3)   Resetting the cable modem due to docsDevResetNow
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    06:10:06
Tue Apr 28 2020
  Warning (5)   RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=00:40:36:61:5a:8f;CMTS-MAC=00:59:dc:79:0f:91;CM-QOS=1.1;CM-VER=3.1;
    06:10:06
Tue Apr 28 2020
  Warning (5)   Dynamic Range Window violation

 

However here is all the CONNECTION details:

 

 

 

Downstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Modulation Channel ID Freq. (MHz) Pwr (dBmV) SNR (dB) Corrected Uncorrected
   1 Locked QAM256 37 675.0 7.1 37.7 2 0
   2 Locked QAM256 9 507.0 7.1 38.3 0 0
   3 Locked QAM256 10 513.0 6.9 38.1 0 0
   4 Locked QAM256 11 519.0 7.1 38.3 0 0
   5 Locked QAM256 12 525.0 7.1 38.3 0 0
   6 Locked QAM256 13 531.0 7.0 38.2 0 0
   7 Locked QAM256 14 537.0 6.9 38.2 0 0
   8 Locked QAM256 15 543.0 7.0 38.2 1 0
   9 Locked QAM256 16 549.0 7.0 38.1 0 0
   10 Locked QAM256 17 555.0 7.1 38.1 1 0
   11 Locked QAM256 18 561.0 7.2 38.0 0 0
   12 Locked QAM256 19 567.0 7.1 37.9 1 0
   13 Locked QAM256 20 573.0 7.1 37.9 1 0
   14 Locked QAM256 21 579.0 7.3 38.0 0 0
   15 Locked QAM256 22 585.0 7.3 38.0 0 0
   16 Locked QAM256 23 591.0 7.5 37.9 1 0
   17 Locked QAM256 24 597.0 7.6 38.1 2 0
   18 Locked QAM256 25 603.0 7.6 38.0 1 0
   19 Locked QAM256 26 609.0 7.2 37.8 3 0
   20 Locked QAM256 27 615.0 7.1 37.8 3 0
   21 Locked QAM256 28 621.0 6.9 37.7 4 0
   22 Locked QAM256 29 627.0 6.9 37.7 3 0
   23 Locked QAM256 30 633.0 6.7 37.6 4 0
   24 Locked QAM256 31 639.0 6.8 37.7 5 0
   25 Locked QAM256 32 645.0 6.7 37.6 3 0
   26 Locked QAM256 33 651.0 6.5 37.5 2 0
   27 Locked QAM256 34 657.0 6.5 37.6 3 0
   28 Locked QAM256 35 663.0 6.6 37.6 2 0
   29 Locked QAM256 36 669.0 6.9 37.9 2 0
   30 Locked QAM256 38 681.0 7.3 38.1 1 0
   31 Locked QAM256 39 687.0 7.5 38.1 4 0
   32 Locked QAM256 40 693.0 7.6 38.4 1 0
   33 Locked OFDM PLC 159 702.0 9.1 38.0 0 0



   Upstream Bonded Channels
 

 

 
 

 


  
   Channel Lock Status Channel Type Channel ID Symb. Rate (Ksym/sec) Freq. (MHz) Pwr (dBmV)
   1 Locked SC-QAM 1 5120 36.5 35.8
   2 Locked SC-QAM 2 5120 30.1 34.8
   3 Locked SC-QAM 3 5120 23.7 33.8
   4 Locked SC-QAM 4 5120 17.3 34.8
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Expert

Re: [HELP] New MB8600 replaced SB8200

The stats are in spec. Is this with a router / WiFi connection ? If so, for a test, does a computer hardwired directly to the router with an ethernet cable have the same problem ?



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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]


@johntorres wrote:

If this is the case I am highly upset at every technician/tech support as they are uneducated about it.

 

What do you think about my up/down speeds? Are they low for my gigabit package? Should it be more download speeds?


I don't understand why you're so upset at the upload speeds. The Gigabit package - which I have as well - is 1000 download and 35 upload. With overprovisioning on the upload side, your 41.6 upload is actually really great. The upload is perfectly attainable with 4 channels on DOCSIS 3.0. When I still had my SB8200  I would always hit 940/42 consistently, using 4 upload channels on DOCSIS 3.0. 

 

As far as the download, it's pretty low for gigabit, but that could be the result of  any number of factors. 


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Re: Arris SB8200 Has No DOCSIS 3.1 Upstream [Blue Light]

the upload im not to worried about it when it comes to actual speedtest, but the download speed yes. I feel as if it is really low.  Arris was saying that the "upstream" power is too low and that it needed boosting. He said that this is why it was low speeds.

HOWEVER I did buy a new modem and its eh somewhat better but not what I was expecting.