Community Forum

Gigabit Internet with SB8200, only getting 250 down / 5 up

Highlighted
Regular Visitor

Gigabit Internet with SB8200, only getting 250 down / 5 up

I have called and chatted with support and the only thing that I'm being told is, "Your modem is not compatible with your speed tier you are subscribed". Support then gives me a link to look at the compatible devices, which actually has my modem (SB8200) listed as a compatible device. I will also like to mention that I was getting gig speeds until recently. 

 

Taking a look at this gigabit troubleshooting guide, it tells me to make sure my modem displays a bootfile like this: d11_m_xxx_gigabit_c01.cm. Well, after taking a look, my modem has a default bootfile attached to it, d11_m_sb8200_default_c01.cm. After mentioning this to support, they still tell me that my modem is not compatible with the gigabit speeds and that is why I am having this issue.  

 

Here is my connection status information:

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 525000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK  
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed  

 

 
Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
20 Locked QAM256 525000000 Hz 9.1 dBmV 39.6 dB 0 0
17 Locked QAM256 507000000 Hz 8.9 dBmV 39.8 dB 0 0
18 Locked QAM256 513000000 Hz 9.0 dBmV 39.7 dB 0 0
19 Locked QAM256 519000000 Hz 9.1 dBmV 39.8 dB 0 0
21 Locked QAM256 531000000 Hz 9.1 dBmV 39.7 dB 0 0
22 Locked QAM256 537000000 Hz 9.3 dBmV 39.7 dB 0 0
23 Locked QAM256 543000000 Hz 9.3 dBmV 39.7 dB 0 0
24 Locked QAM256 549000000 Hz 9.5 dBmV 39.6 dB 0 0
25 Locked QAM256 555000000 Hz 9.6 dBmV 39.7 dB 0 0
26 Locked QAM256 561000000 Hz 9.6 dBmV 39.5 dB 0 0
27 Locked QAM256 567000000 Hz 9.6 dBmV 39.6 dB 0 0
28 Locked QAM256 573000000 Hz 9.5 dBmV 39.5 dB 0 0
29 Locked QAM256 579000000 Hz 9.6 dBmV 39.5 dB 0 0
30 Locked QAM256 585000000 Hz 9.7 dBmV 39.4 dB 0 0
31 Locked QAM256 591000000 Hz 9.8 dBmV 39.3 dB 0 0
32 Locked QAM256 597000000 Hz 9.8 dBmV 39.3 dB 0 0
33 Locked QAM256 603000000 Hz 9.8 dBmV 39.3 dB 0 0
34 Locked QAM256 609000000 Hz 9.7 dBmV 39.3 dB 0 0
35 Locked QAM256 615000000 Hz 10.0 dBmV 39.4 dB 0 0
36 Locked QAM256 621000000 Hz 9.9 dBmV 39.2 dB 0 0
37 Locked QAM256 627000000 Hz 9.8 dBmV 39.3 dB 0 0
38 Locked QAM256 633000000 Hz 9.7 dBmV 39.1 dB 0 0
39 Locked QAM256 639000000 Hz 9.7 dBmV 39.2 dB 0 0
40 Locked QAM256 645000000 Hz 9.9 dBmV 39.2 dB 0 0
41 Locked QAM256 651000000 Hz 9.8 dBmV 39.1 dB 0 0
42 Locked QAM256 657000000 Hz 9.8 dBmV 39.1 dB 0 0
43 Locked QAM256 663000000 Hz 9.7 dBmV 38.9 dB 0 0
44 Locked QAM256 669000000 Hz 9.8 dBmV 39.0 dB 0 0
45 Locked QAM256 675000000 Hz 9.6 dBmV 38.7 dB 0 0
46 Locked QAM256 681000000 Hz 9.8 dBmV 38.9 dB 0 0
47 Locked QAM256 687000000 Hz 9.8 dBmV 38.6 dB 0 0
48 Locked Other 722000000 Hz 10.5 dBmV 36.2 dB 500873695 0


 

 
Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 6 Locked SC-QAM Upstream 29600000 Hz 6400000 Hz 45.0 dBmV
2 5 Locked SC-QAM Upstream 36100000 Hz 6400000 Hz 45.0 dBmV
3 7 Locked SC-QAM Upstream 23000000 Hz 6400000 Hz 45.0 dBmV
4 8 Locked SC-QAM Upstream 16500000 Hz 6400000 Hz 45.0 dBmV

 

Is anyone able to tell me what else might be going on, or how I can get my issue resolved?

 

 

Highlighted
Expert

Re: Gigabit Internet with SB8200, only getting 250 down / 5 up

Call in again and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.



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!