Low Download Speeds

[fattiebumps]

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]

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 ?

[fattiebumps]

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]

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]

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 !