Community Forum

Not getting more than 200Mbps download on 600Mbps plan

DS38
Frequent Visitor

Not getting more than 200Mbps download on 600Mbps plan

Just upgraded my modem from SB6193 to SB8200 to comply with DOCIS 3.1 but still not getting half the speed. The modem stats are within spec, I think:

Downstream Bonded Channels
Channel IDLock StatusModulationFrequencyPowerSNR/MERCorrectedUncorrectables
29LockedQAM256693000000 Hz7.4 dBmV39.0 dB00
2LockedQAM256531000000 Hz6.2 dBmV38.5 dB00
3LockedQAM256537000000 Hz6.0 dBmV38.6 dB00
4LockedQAM256543000000 Hz5.7 dBmV38.5 dB00
5LockedQAM256549000000 Hz5.7 dBmV38.7 dB00
6LockedQAM256555000000 Hz5.3 dBmV38.5 dB00
7LockedQAM256561000000 Hz5.3 dBmV38.7 dB00
8LockedQAM256567000000 Hz5.5 dBmV38.7 dB00
9LockedQAM256573000000 Hz5.7 dBmV38.9 dB00
10LockedQAM256579000000 Hz5.9 dBmV38.9 dB00
11LockedQAM256585000000 Hz6.3 dBmV39.0 dB00
12LockedQAM256591000000 Hz6.5 dBmV39.1 dB00
13LockedQAM256597000000 Hz6.8 dBmV39.1 dB00
14LockedQAM256603000000 Hz6.7 dBmV39.1 dB00
15LockedQAM256609000000 Hz6.7 dBmV39.2 dB00
16LockedQAM256615000000 Hz6.8 dBmV39.1 dB00
17LockedQAM256621000000 Hz6.9 dBmV39.1 dB00
18LockedQAM256627000000 Hz6.8 dBmV39.0 dB00
19LockedQAM256633000000 Hz6.8 dBmV39.1 dB00
20LockedQAM256639000000 Hz6.3 dBmV38.9 dB00
21LockedQAM256645000000 Hz6.5 dBmV39.0 dB00
22LockedQAM256651000000 Hz6.4 dBmV38.8 dB00
23LockedQAM256657000000 Hz6.3 dBmV38.8 dB00
24LockedQAM256663000000 Hz6.4 dBmV38.7 dB00
25LockedQAM256669000000 Hz6.6 dBmV38.9 dB00
26LockedQAM256675000000 Hz7.0 dBmV38.5 dB00
27LockedQAM256681000000 Hz6.8 dBmV39.1 dB00
28LockedQAM256687000000 Hz7.1 dBmV39.2 dB00
30LockedQAM256699000000 Hz7.5 dBmV39.1 dB00
31LockedQAM256705000000 Hz7.3 dBmV38.9 dB81303
32LockedQAM256711000000 Hz7.3 dBmV38.9 dB135241
37LockedOther762000000 Hz8.5 dBmV35.8 dB49369967616970


 

EG
Expert

Re: Not getting more than 200Mbps download on 600Mbps plan

They're o/k. Please also post the upstream power level values and the error log entries.



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!
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

Yes. See below:
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 5 Locked SC-QAM Upstream 35600000 Hz 6400000 Hz 41.0 dBmV
2 6 Locked SC-QAM Upstream 29200000 Hz 6400000 Hz 42.0 dBmV
3 7 Locked SC-QAM Upstream 22800000 Hz 6400000 Hz 40.0 dBmV
4 8 Locked SC-QAM Upstream 16400000 Hz 6400000 Hz 40.0 dBmV
5 10 Locked SC-QAM Upstream 40400000 Hz 3200000 Hz 40.0 dBmV



EG
Expert

Re: Not getting more than 200Mbps download on 600Mbps plan

They're also good. Error log entries ?



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!
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

Below.
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

Actually, I don’t know how to get them.
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

"No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:19 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 1;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:19 82000300 3 "Ranging Request Retries exhausted;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:19 82000200 3 "No Ranging Response received - T3 time-out;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:18 82000800 3 "16 consecutive T3 timeouts while trying to range on upstream channel 2;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:18 82000300 3 "Ranging Request Retries exhausted;CM-MAC=18:9c:27:fb:98:99;CMTS-MAC=00:01:5c:66:42:88;CM-QOS=1.1;CM-VER=3.1;"
01/15/2021 21:18 82000200 3
EG
Expert

Re: Not getting more than 200Mbps download on 600Mbps plan

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.



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!
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

I think that I spoke to everyone in the Philippines about that. Every time I call and ask them to make sure that the correct file is being sent I get the runaround and most recently I was sent an article on how to install and where to keep the modem. I feel that I need to speak to a local tech. Has anyone tried and succeeded speaking to the next level tech?
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

Spoke with Comcast, they had reprovisioned the modem and said they will be sending a technician to check out the wiring. Since I own my own equipment, there may be a charge for checking the connection inside of my home. Urgh!
DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

Guys, seeking advice on how to best prepare for the tech visit. Would the tech be able to do what EG suggested on site?

DS38
Frequent Visitor

Re: Not getting more than 200Mbps download on 600Mbps plan

I am now at a standstill. The tech came out and showed me that he is getting 750Mbps on his testing device, my comp connected directly is topping off at 250Mbps. The tech also said that the 2nd port on SB8200 should be working without the 2nd IP. 

 

Please help. I bet EG is right in the sense of the correct upload file into the modem, but my tech had zero info to either confirm or deny. He didn't know the answer. 

ComcastRob
Official Employee

Re: Not getting more than 200Mbps download on 600Mbps plan

Hi there! I'd be glad to ensure that this gets looked into further. Please click on my handle (ComcastRob) and send a private message with your name, the complete service address (including city, state, ZIP, suite number, etc), and the phone or account number, and any pertinent details-- like the ticket number(s)-- so we can help. 


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!