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Can't get Gigabit Speeds with Arris SB8200

Regular Visitor

Can't get Gigabit Speeds with Arris SB8200

Upgraded to gig speeds about a month ago and from the jump I've had issues. I had to have a tech come out to even get my modem to work. He eventually got it to work and showed me it getting roughly 950mbps download speeds connected to the modem. I've never gotten 800+ since this point. Typically it's in the 500-600 range. I did some digging in this forum and people have said that it seems like xfinity boosts the speeds when they test on their devices/their modems get better speeds. I'm open to trying this, but I'v also seen people say it's a sb8200 issue. I've tried all troublshooting methods I can think of and really don't want to continue to pay to have techs come out.  Any advice?

https://imgur.com/q39PwQF

https://imgur.com/dq5bY5t

https://imgur.com/YfGwxgR

https://imgur.com/lqxwIUo

 

Expert

Re: Can't get Gigabit Speeds with Arris SB8200

Please also post the modem's error / event log entries. Is this a direct hardwired connection ?



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Regular Visitor

Re: Can't get Gigabit Speeds with Arris SB8200

Yes, hardwired. sorry for the links. Can't get regular images to post 

 

https://i.imgur.com/QL0B0Et.png

https://i.imgur.com/1ur9WMf.png

https://i.imgur.com/eHFucTm.png

Expert

Re: Can't get Gigabit Speeds with Arris SB8200

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) somewhere.


There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.


I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats.

You should get a reply here in your topic. Good luck !



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!
Official Employee

Re: Can't get Gigabit Speeds with Arris SB8200

ajwalter89, welcome to the forums! I'm sorry to hear about the speed issues you've been having, but I'd be happy to help out! To get started, please send me a PM with your first and last name. 

To send me a Private Message, please click my name “ComcastAlly” and click “Send a message.”


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