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?
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 ?
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
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.
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 !