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Bad speed issues. Arris SB8200 or Comcast problems?

Adamclarence
Frequent Visitor

Bad speed issues. Arris SB8200 or Comcast problems?

The speeds on our network currently are no where near what we pay for. We pay for 200, and currently are getting between 5-25. This has happened in the past and Xfinity told me it was my modem, so i bought a new one and it was not. It was the lines running to the building. Again, I had issues and they told me the same thing, so i bought a new one and again it turned out to be line noise. I actually run monthly and some times weekly speed tests to monitor for changes. It wasn't until this week we started to see real changes. 

 

Today I contacted support, and they told me my modem was too old and needed a firmware update. They told me the hardware model was out of date, which is 4 and I needed to have 5. 

 

My power levels on down stream range from -7 to -4. my upstream power levels range from 49-51. All that seems normal. I am running Docsis 3.1, but again hardware version 4. My  software version is AB01.01.009.32.01_122319_183.0A.NSH, which was pushed down by the xfinity people today I believe.  

 

Reading Arris's site, they don't have a firmware update for this modem. At this point, I am not sure what to do. I don't want to spend money on a new modem when the one i have isn't super old. reviewing my error logs i do see the following:

 

05/29/2020 09:35 67061600 6 "DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;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:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;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:95:69:66:b7:e5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/29/2020 09:34 2436694044 3 "Resetting the cable modem due to docsDevResetNow"
01/01/1970 00:00 84000100 3 "SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 21:30 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 21:11 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 16:18 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 15:11 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 13:20 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/28/2020 11:06 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/27/2020 13:32 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"
05/27/2020 12:15 82000500 3 "Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=2c:95:69:66:b7:e5;CMTS-MAC=00:01:5c:78:ca:8c;CM-QOS=1.1;CM-VER=3.1;"

 

Two days ago we had really bad rain, and that is about when my modem logs started getting consistent problems. I tried to tell both people I spoke to about this today but neither seemed to listen.  

 

Since my spouse and I are both working from home and I am learning from home, I am of course dependant on my internet right now. I don't mind buying a new modem if any one can confirm that is the issue, I just don't want to spend the next few months going back and forth with comcast again. I've done it too many times now.

 

I would like to note that the rep also recomended i buy a SBG10, and reading about those, they are not Docsis 3.1, but Docsis 3.0 so I am not sure why I would want one of those. Maybe firmware has been ugraded? Also reviewing the supported device page on xfinity's website, it shows that i should be getting 200 down with my modem, so you can imagine my frustration. 

 

If indeed that hardware version is no unsupported, any recomendations for a modem that would last longer than a year with xfinity would be appreciated.

 

thanks all.

 

EG
Expert

Re: Bad speed issues. Arris SB8200 or Comcast problems?

From what you wrote, the downstream power levels are on the weak side and the upstream power levels are too high and they may be intermittently fluctuating even farther to out of spec levels. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems. There is a connection impairment somewhere.

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Adamclarence
Frequent Visitor

Re: Bad speed issues. Arris SB8200 or Comcast problems?

I actually needed to give an update to this. 

 

I chatted with xfinity again. I imformed them their own website showed the modem as still being approved for up to 1 gig speeds. They told me an agent wouldn't be able to come out, but i asked them to reprovision the modem. They reprovisioned it and guess what, speeds are 200 megs. I was about to spend a few hundred dollars on a new modem. I'm glad i asked them to do this first. I had asked the first person I spoke with to do it, but they never did. 

 

@EG : I checked all connecctions and i actually replaced the coax cable in my appartment as well as the ethernet cable(s). I even went outside thebuilding and checked my connections, as i know what lines are mine since i have been through this with comcast so many times. all connections were tight and solid. 

 

Comcast - Please ensure your agents don't just tell people their modems are out of date. Or update your website that shows what modems work w/ your service.  

EG
Expert

Re: Bad speed issues. Arris SB8200 or Comcast problems?

Glad that you got it straightened out ! Marked "answered" thread now being closed.



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!