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Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Regular Visitor

Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Hi, I've been having very slow internet speeds and frequent droppin/outages since April 2019 and wondered if someone on this forum might be able to assist.  If I power cycle the modem and router, sometimes the download speed increases dramitically, but then degrades over a short time (a few mintues or hours).   I've connected the modem directly to multiple computers (bypassing the router) and tested the speed and no improvement.  I have internet service download speed up to 60 Mbps and am lucky to get over 2 Mbps on a consistent basis. 

 

I had a Xfinity tech come over a few months ago and reset the modem and the speed temporarily improved and claimed it all looked good from their end.  I contacted the modem Cust. Service (Arris) and they reviewd the power levels and said I have a signal problem from Xfinity.   The signal levels and error log screenshots are below. 

 

Xfinity Performance Plus Service: 60/5 Mbps 

Modem: Arris SB6183

Router:  ASUS AC1900

 

The status is from 07/04/2019 and the corrected/uncorrectables are from about 12 hours since last power cycle. 

Modem status capture.JPGupstream 04 July.JPG

 

speed test 04 July.JPGspeed test 2.JPG

 

 

 

Gold Problem Solver

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Did Arris say what they thought the signal problem was?

 

The images you posted aren't visible. They all look like this:

 

HfImgPlcHldr.gif

This is probably because you are a new poster and the images require moderator approval. That could take a while. If you don't want to wait you could upload the images to a file sharing site and post links to them here, or post text instead of an image.

 

If you haven't already, please see Connection Troubleshooting Tips.

Regular Visitor

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Thanks for having a look.  Arris customer service noted the downstream SNR was too low (about 31 d and the hith number of corrected/uncorectables.

 

Here is a copy/paste of the modem status. 

 

Status

The statuses listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

 
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 QAM256 3 507000000 Hz 8.3 dBmV 32.0 dB 14202922 946
2 Locked QAM256 2 495000000 Hz 8.3 dBmV 32.2 dB 10788059 309
3 Locked QAM256 4 513000000 Hz 8.3 dBmV 31.9 dB 18664602 2625
4 Locked QAM256 5 519000000 Hz 8.3 dBmV 31.9 dB 19871104 3091
5 Locked QAM256 6 525000000 Hz 8.2 dBmV 31.8 dB 22282016 4845
6 Locked QAM256 7 531000000 Hz 8.4 dBmV 31.8 dB 25078562 7866
7 Locked QAM256 8 537000000 Hz 8.2 dBmV 31.8 dB 33389531 22581
8 Locked QAM256 9 543000000 Hz 8.0 dBmV 31.6 dB 43020663 60784
9 Locked QAM256 22 627000000 Hz 8.4 dBmV 31.1 dB 130076732 9240218
10 Locked QAM256 23 633000000 Hz 8.5 dBmV 31.0 dB 136611175 14467375
11 Locked QAM256 24 639000000 Hz 8.3 dBmV 31.1 dB 135355757 12982380
12 Locked QAM256 25 645000000 Hz 8.4 dBmV 31.0 dB 136334067 13976012
13 Locked QAM256 28 663000000 Hz 8.3 dBmV 30.9 dB 139857112 20344788
14 Locked QAM256 29 669000000 Hz 8.4 dBmV 31.1 dB 135928179 13355690
15 Locked QAM256 30 675000000 Hz 8.1 dBmV 31.0 dB 137587967 15398550
16 Locked QAM256 31 681000000 Hz 8.2 dBmV 31.1 dB 138728745 17159042

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 2 5120 Ksym/sec 30100000 Hz 43.5 dBmV
2 Locked ATDMA 1 5120 Ksym/sec 36500000 Hz 42.8 dBmV
3 Locked ATDMA 3 5120 Ksym/sec 23700000 Hz 43.8 dBmV
4 Locked ATDMA 4 5120 Ksym/sec 17300000 Hz 43.8 dBmV


Gold Problem Solver

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal


@dj100x wrote: ... Arris customer service noted the downstream SNR was too low (about 31 d and the hith number of corrected/uncorectables. ...

I agree with them. Recommend you have Comcast come back out, and insist they identify and correct the cause of the problem.

Since they didn't fix this the first time, there should be no charge for the revisit.

Official Employee

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Greetings, dj100x! I appreciate you taking the time to reach out to us here on the forums. I hope you are having an amazing day. I apologize to hear of the issues you are having with the internet connection. That's certainly frustrating. I know it would drive me batty not having a reliable internet connection. I would like to look further into this issue. Can you please send me a PM with your first and last name so I may further assist you?

 

To send a private message, please click my name "ComcastMichael" then select "Send a Message" on the right side.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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Regular Visitor

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

Thanks @ComcastMichael   for your help with troubleshooting arranging a tech visit.  It turned out to be a signal problem with the Xfinity line before the main line coming to our house.  SNR levels are now in the low 40's db (from the low 30's) and the speed is back where it should be. Thanks!

Official Employee

Re: Internet Connection Very Slow - Arris Cust. Support Says Bad Signal

I'm glad I was able to assist you in getting your speeds back to where they should be, dj100x. If you ever need further assistance don't hesitate to reach out to us.


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. 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!