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Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

New Poster

Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

Hi all,

 

I am really getting frustrated by this.

 

I have recently got XFinity TV + internet (150Mbps down, 5Mbps up). Self install kit.

 

I decided not to pay the extra montly $$ for the Comcast modem and bought a new Arris SBG7580-AC modem.

 

After installing everything it was great, approx 165Mbps down, 6Mbps up.

 

Then a few weeks later I suddenly got a message about McAfee parental control rubbish that blocked the webpage I was trying to view. There existed a link that I could click to disable it, so I clicked that. The Arris modem never came with this from new, and from research I now know this was a firmware update that Comcast pushes out to all modems, regardless of who owns them.

 

Since that time internet speeds are dire. Like consistently less than 5Mbps download with a wired connection straight to the modem.

 

Did a factory defaults (via the modems setup web page) and that got it back up to maybe 20Mbps.

 

Did a factory reset by holding a blunt tipped thing into the reset hole on the back and setting it up again (the only setup I do is rename the wifi SSID and change the password). Speeds back up to normal, 160Mbps down.

 

For about a week and a half.

 

Then I noticed the McAfee page again yesterday, and now download speeds are between 0.5Mbps and 5Mbps.

 

How do I sort this out? How do I lock the modem down so Comcast cannot upgrade it?

 

It works great until they "upgrade" (hah!) it.

 

Downstream details:-

DCID Freq Power SNR Modulation Octets Correcteds Uncorrectables
Downstream 1 28 675.00 MHz -4.60 dBmV 38.98 dB 256QAM 1917223811 503 310
Downstream 2 1 513.00 MHz -5.30 dBmV 38.98 dB 256QAM 951563250 363 0
Downstream 3 2 519.00 MHz -5.30 dBmV 38.61 dB 256QAM 920597313 308 2
Downstream 4 3 525.00 MHz -5.30 dBmV 38.61 dB 256QAM 976920894 330 36
Downstream 5 4 531.00 MHz -5.30 dBmV 38.61 dB 256QAM 1020744861 377 0
Downstream 6 5 537.00 MHz -5.40 dBmV 38.98 dB 256QAM 973680640 448 23
Downstream 7 6 543.00 MHz -5.40 dBmV 38.98 dB 256QAM 896148176 352 23
Downstream 8 7 549.00 MHz -5.40 dBmV 38.98 dB 256QAM 872661802 434 3
Downstream 9 8 555.00 MHz -5.30 dBmV 38.98 dB 256QAM 1114768103 396 9
Downstream 10 9 561.00 MHz -5.30 dBmV 38.98 dB 256QAM 954720833 442 20
Downstream 11 10 567.00 MHz -5.20 dBmV 38.98 dB 256QAM 1218008492 458 62
Downstream 12 11 573.00 MHz -5.30 dBmV 38.98 dB 256QAM 1106036272 404 3
Downstream 13 12 579.00 MHz -5.30 dBmV 38.98 dB 256QAM 1196400103 378 170
Downstream 14 13 585.00 MHz -5.30 dBmV 38.98 dB 256QAM 1123715831 545 69
Downstream 15 14 591.00 MHz -5.20 dBmV 38.98 dB 256QAM 1275245044 505 133
Downstream 16 15 597.00 MHz -5.40 dBmV 38.61 dB 256QAM 1279663596 552 154
Downstream 17 16 603.00 MHz -5.50 dBmV 38.98 dB 256QAM 1284405166 485 212
Downstream 18 17 609.00 MHz -5.50 dBmV 38.61 dB 256QAM 1300970231 546 234
Downstream 19 18 615.00 MHz -5.70 dBmV 38.61 dB 256QAM 1196948310 507 269
Downstream 20 19 621.00 MHz -5.50 dBmV 38.98 dB 256QAM 1335275161 535 187
Downstream 21 20 627.00 MHz -5.60 dBmV 38.98 dB 256QAM 1209778734 445 346
Downstream 22 21 633.00 MHz -5.50 dBmV 38.98 dB 256QAM 1161734883 486 308
Downstream 23 22 639.00 MHz -5.40 dBmV 38.98 dB 256QAM 1154202711 585 211
Downstream 24 23 645.00 MHz -5.10 dBmV 38.98 dB 256QAM 1178495195 572 181
Downstream 25 24 651.00 MHz -4.90 dBmV 39.50 dB 256QAM 1153930340 272 368
Downstream 26 25 657.00 MHz -4.90 dBmV 39.50 dB 256QAM 1246727981 246 362
Downstream 27 26 663.00 MHz -4.70 dBmV 39.50 dB 256QAM 1408875052 191 488
Downstream 28 27 669.00 MHz -4.60 dBmV 39.50 dB 256QAM 1373637432 266 452
 
Problem Solver

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

How about the upstream signals.

 

http://arris.force.com/consumers/articles/General_FAQs/SBG7580-AC-McAfee-SHP-Welcome-Redirect-Page/?...

 

Make sure when you get McAfee page for first time to click either proceed anyway to site or dont agree to the terms.

New Poster

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

Thanks for your reply.

 

I did click on the "Don't agree ... disable" link. Download speeds constantly poor afterwards.

 

I will post the upstream signals when I get home.

 

Can you say if the downlink signals look in spec?

 

 

Thanks,

Richard Wood

 

Problem Solver

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

I was under the impression that you get Norton Internet Security free as a Comcast subscriber, not McAfee. How did you come to the conclusion that the McAfee prompt was a Comcast related update? 


"Sometimes the best way to learn something is by doing it wrong and looking at what you did." - Neil Gaiman
Expert

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware


@darkangelic wrote:

I was under the impression that you get Norton Internet Security free as a Comcast subscriber, not McAfee. How did you come to the conclusion that the McAfee prompt was a Comcast related update? 


FWIW, see this link that jweaver left for the OP.

Problem Solver

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

lol, thanks I just saw it.

 

 

Looks like the issue was addressed in a previous thread:

https://forums.xfinity.com/t5/Customer-Service/Arris-Surfboard-SB7580-AC-Firmware-Update/td-p/293073...

 


"Sometimes the best way to learn something is by doing it wrong and looking at what you did." - Neil Gaiman
New Poster

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware

Upload details:-

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 36.10 MHz 53.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 16.50 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 23.00 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 29.60 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s

64QAM

 

Its not the internet security feature that I'm bothered about, it's the fact that after the firmware update my download speeds drop from 160Mbps to between 0.5Mbps upto 20 ~ 40Mbps. (saw 40Mbps last night)

 

After fatory resetting the modem (holding down the reset button at the back and powering on the modem) speeds shoot right back up as it's now back to the firmware it came with.

 

Expert

Re: Internet speeds OK until Xfinity upgrade my Arris SBG7580-AC firmware


@RichardL42 wrote:

Upload details:-

Upstream

  UCID Freq Power Channel Type Symbol Rate Modulation
Upstream 1 1 36.10 MHz 53.75 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 2 4 16.50 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 3 3 23.00 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s 64QAM
Upstream 4 2 29.60 MHz 54.00 dBmV DOCSIS2.0 (ATDMA) 5120 kSym/s

64QAM

 


Those signal are out of spec. Typically this is caused by configuration issues, but it could be bad coax/connector/splitter or something on Comcast's end. See the troubleshooting guide.



"Keepin' it clean since '09"
I am not a Comcast employee, just a moderator.