Community Forum

Low Download Speeds

fattiebumps
New Poster

Low Download Speeds

I upgraded a while ago to the gigabit internet plan but haven't been able to get anything close to the speeds I expected.  My upload speed is great but my download speed is only about 500MBPS.  I talked to ARRIS about it and they said my upload power was too low (39) but comcast doesn't seem to think that's an issue.    Not sure what the next steps should be - i don't have any splitters on the line headed to the modem.  I do get some distoration on some channels on my cable box (mostly like nat geo).  Any thoughts on what I should do or who to talk to to get it sorted out?

EG
Expert

Re: Low Download Speeds

FWIW, Arris is wrong ! They have been passing the buck and have been conning people with that statement lately !! They are probably trying to cover up for their liabilities about the lawsuits against them because of their use of the horrible Puma 6 chipsets... Only the Comcast plant / engineering specs matter;

 

Specification Min Max
Downstream Power Level
Cable Modems -10dBmV +10dBmV
Gateways and EMTAs -7dBmV +7dBmV
Downstream Signal to Noise Ratio 35dB -
Upstream Power Level +35dBmV +50dBmV
Upstream Signal to Noise Ratio 31dB -
Upstream Receive Power -2dBmV
+2dBmV

 

Something else is going on. Would you please post all of the modem stat figures. Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

 

What is the exact model number of the Arris modem ?

Is this with a WiFi connection ?

 

 



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fattiebumps
New Poster

Re: Low Download Speeds

Downstream Bonded Channels

Channel ID

Lock Status

Modulation

Frequency

Power

SNR/MER

Corrected

Uncorrectables

25

Locked

QAM256

603000000 Hz

4.2 dBmV

42.5 dB

212

334

9

Locked

QAM256

507000000 Hz

3.8 dBmV

42.6 dB

588

716

10

Locked

QAM256

513000000 Hz

3.6 dBmV

42.6 dB

543

607

11

Locked

QAM256

519000000 Hz

3.5 dBmV

42.7 dB

562

737

12

Locked

QAM256

525000000 Hz

3.9 dBmV

42.8 dB

523

476

13

Locked

QAM256

531000000 Hz

3.9 dBmV

42.8 dB

561

597

14

Locked

QAM256

537000000 Hz

3.9 dBmV

42.8 dB

561

391

15

Locked

QAM256

543000000 Hz

3.7 dBmV

42.8 dB

507

592

16

Locked

QAM256

549000000 Hz

3.5 dBmV

42.7 dB

445

395

17

Locked

QAM256

555000000 Hz

3.4 dBmV

42.6 dB

466

437

18

Locked

QAM256

561000000 Hz

3.9 dBmV

42.8 dB

329

406

19

Locked

QAM256

567000000 Hz

3.7 dBmV

42.9 dB

365

372

20

Locked

QAM256

573000000 Hz

3.4 dBmV

42.5 dB

358

412

21

Locked

QAM256

579000000 Hz

3.5 dBmV

42.7 dB

282

338

22

Locked

QAM256

585000000 Hz

3.3 dBmV

42.6 dB

301

404

23

Locked

QAM256

591000000 Hz

3.8 dBmV

42.7 dB

290

309

24

Locked

QAM256

597000000 Hz

3.9 dBmV

42.4 dB

291

384

26

Locked

QAM256

609000000 Hz

3.4 dBmV

41.9 dB

224

303

27

Locked

QAM256

615000000 Hz

3.1 dBmV

41.7 dB

152

280

28

Locked

QAM256

621000000 Hz

3.2 dBmV

41.7 dB

209

247

29

Locked

QAM256

627000000 Hz

3.6 dBmV

42.0 dB

165

264

30

Locked

QAM256

633000000 Hz

3.8 dBmV

42.0 dB

149

239

31

Locked

QAM256

639000000 Hz

3.8 dBmV

42.0 dB

156

257

32

Locked

QAM256

645000000 Hz

3.5 dBmV

41.9 dB

86

203

33

Locked

QAM256

651000000 Hz

3.4 dBmV

41.9 dB

163

248

34

Locked

QAM256

657000000 Hz

3.7 dBmV

42.0 dB

90

194

35

Locked

QAM256

663000000 Hz

4.2 dBmV

42.3 dB

146

252

36

Locked

QAM256

669000000 Hz

4.5 dBmV

42.3 dB

100

245

37

Locked

QAM256

675000000 Hz

4.5 dBmV

41.8 dB

144

234

38

Locked

QAM256

681000000 Hz

4.6 dBmV

42.5 dB

86

228

39

Locked

QAM256

687000000 Hz

4.9 dBmV

42.6 dB

100

203

40

Locked

QAM256

693000000 Hz

5.5 dBmV

42.8 dB

88

220

159

Locked

Other

702000000 Hz

6.7 dBmV

41.8 dB

91

0

 

 

Upstream Bonded Channels

Channel

Channel ID

Lock Status

US Channel Type

Frequency

Width

Power

1

1

Locked

SC-QAM Upstream

36500000 Hz

6400000 Hz

38.0 dBmV

2

2

Locked

SC-QAM Upstream

30100000 Hz

6400000 Hz

38.0 dBmV

3

3

Locked

SC-QAM Upstream

23700000 Hz

6400000 Hz

37.0 dBmV

4

4

Locked

SC-QAM Upstream

17300000 Hz

6400000 Hz

38.0 dBmV

 

It's an ARRIS Surfboard SB8200

 

fattiebumps
New Poster

Re: Low Download Speeds

I'm running the speed test directly from the router which is connected by ethernet to the modem.  I did directly connect my laptop to the modem and got the same speeds too.

EG
Expert

Re: Low Download Speeds

The values are very good ! Try calling 1-800-comcast 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. 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!