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SB8200 - Configuration Issues - Xfinity/Comcast

Xms8granted
Regular Visitor

SB8200 - Configuration Issues - Xfinity/Comcast

I've had multiple engineer's out to my house - testing their equipment and mine - their Xfinity modem that is capable of running 1GB is the same modem as the SB8200 just in thier little cube tower with WiFi built in.

 

I've tested this with ASUS CM3200 Cable modem/WiFi Router - works fine - I get 700+MBps on 600Mbps/15Mbps package - signals are MUCH different on the DOCSIS 3.0 modem - but apparenlty attaching screen shots fills up the page and I cannot post it to show relevance.  

 

The SB8200 MAYBE hits 500+Mbps on a good day and get's the 15Mbps upload speed on the 600Mbps/15Mbps speed pacakge and the channels it locks in are much different than the CM3200 modem - so is this really a hardware issue or a configuration problem with provisioning the SB8200 modem on Xfinity/Comcasts side and they just don't want to fix it because they want to steer you towards their equipment to charge you $13/month+ to use their (same equipment) as stated above but have it be monitored and controlled by them...

Xms8granted
Regular Visitor

Re: SB8200 - Configuration Issues - Xfinity/Comcast

Arris-SB8200-04252020.jpgspeedtest-xfinity-ArrisSB8200-04252020.jpgXfinity-AsusCM3200 Cable Modem - 600Mbps.jpgXfinity-AsusCM3200 Cable Modem - 600Mbps-2.jpgXfinity-AsusCM3200 Cable Modem - 600Mbps-3 Speed Test.jpg

As you can see much different signals and download/upload speeds all tested within 30 minutes of each other and yet comcast/xfinity doesn't want to play ball.

 

Arris response to me below - 

 

Thank you for your response, we are very sorry about the situation you are going through with signal being unappropriated for your modem. We know how frustrating this is for you and since Xfinity is not wheeling to assist you, we encourage you to call your internet provider again, once you will have them on the line you can make a request to create a conference with ARRIS technical support. We will be more than happy to provide the necessary information to let them provision the service as needed.

 

Please contact ARRIS Technical Support Center at 1-877-466-8646. We are open 7 days a week 7am - 12am CST.

 

Your case number is: 1911-16119

 

For information on ARRIS products, we invite you to visit our website at: http://www.arris.com

 

Thank you,

ARRIS Technical Support Center

This was the snap shot I sent to Arris of the SB8200 in the ticket response above - 

11-19-2019-Arris.jpg

Thank you for contacting ARRIS Technical Support Center. I will be happy to assist you.

 

We have encountered that the possible reason of the issue you're experiencing with your internet performance, is due to the lack of power in the Upstream signal. The acceptable range is within 45 dBmV and 51 dBmV, and as you can see, they are all below the minimum.

 

Please contact the service operator in order to re-provision the service and adjust the signal to the acceptable. Once done, your internet's performance should go back to normal.

 

If you need immediate assistance or information on ARRIS products, please contact ARRIS Technical Support Center at 1-877-466-8646. We are open 7 days a week 7am - 12am CST.

 

For information on ARRIS products, we invite you to visit our website at: http://www.arris.com

 

 

Thank you,

ARRIS Technical Support Center.

Xms8granted
Regular Visitor

Re: SB8200 - Configuration Issues - Xfinity/Comcast

Arris-SB8200-04252020.jpgspeedtest-xfinity-ArrisSB8200-04252020.jpg

mrbq1108
New Poster

Re: SB8200 - Configuration Issues - Xfinity/Comcast

I am  having the same issues as well. A tech came out to my home and cleaned up some splitter issues; however, it did not fix much. He advised to wait a week or two for the modem to be provisioned correctly, which did not make much sense to me.

 

It seems like a lot of folks are having issues with their Arris SB8200 modem and the 1GB offering. My DOCSIS 3.0 router/modem combo clocked around 600mbs on the Extreme Pro; now with the Arris SB8200 my comp clocks 400 on a good day with 1GB. 

 

I have an Arris SB8200 modem, a Netgear Nighthawk X6S router and a 10/100/1000 ethernet card. My PC is hardwired via Cat5e directly to router. I've run my PC directly to the modem and also have trouble.

 

https://drive.google.com/file/d/1r-YC0DVHYMaGovIfT5irgwjJlRouBsex/view?usp=sharing

https://drive.google.com/file/d/1A3wARHLrIwHauu95s80iPOmZYCBUPo7F/view?usp=sharing

https://drive.google.com/file/d/19x-R8faFgZ-iux-OH7V3dOTTu9Yj_8Pf/view?usp=sharing

https://drive.google.com/file/d/1zrBh2C6zBB_3MSZ5irrl-EQTaVLmlfn7/view?usp=sharing

https://drive.google.com/file/d/1W0dyACeIh9bcnkllxtTA5C3m7XDb3eyd/view?usp=sharing

https://drive.google.com/file/d/12NRcqgmg2aiFbzviudFGq6Nu2UADlo1x/view?usp=sharing

 

Thanks for your time.

Xms8granted
Regular Visitor

Re: SB8200 - Configuration Issues - Xfinity/Comcast

I signed up for the 1Gb service before and I had 3 engineers out to my house and even with a new line to my house from the pole, testing my modem, their modem, I received the same results.  This is not a Modem issue persay, it is a hardware configuration issue with the signals being sent to the modem - It is possible it could be an issue with the Node itself where you are getting your Internet from if you are on an overloaded Node you may never see the speeds regardless of hardware YOU buy. 

 

I've spent a month or so trying to get someone on the phone who understands the problem...

 

Here is my DOCSIS 3.0 modem on the 600Mbps service - My tests are within a month of each other last test I completed was 4/25/2020 and had the same results I had today...  the DOCSIS Arris SB8200 significantly lower and signals different as well - I was told by Arris - per my email above in this that the signals Comcast/Xfinity are providing to the modem are too weak to obtain "good connection/download/upload speeds." 

 

I've also Found that other speed test sites are more accurate at times of load - Comcast Xfinity site always shows less so I test it at several different places:

 

speedtest.net

speedtest.xinifity.com

fast.com

xfinity-ASUSCM3200 Cable Modem - 600 Mbps - 05282020.jpgFast-InternetSpeedTest-05282020.jpg

mrbq1108
New Poster

Re: SB8200 - Configuration Issues - Xfinity/Comcast

Try uploading your pics via a link, they are not coming in. My DOCSIS 3.0 modem worked fine as well with the Extreme Pro service (600mbs).  Arris provided a similar response to what you posted.

Let's hope someone can help us out.

Xms8granted
Regular Visitor

Re: SB8200 - Configuration Issues - Xfinity/Comcast

I've found when posting photo's they take a day or two to show up on the site...  😄