Updated: Added link to SB200 Status Page
Two days ago we started having really terrible download speeds. Followed all the troubleshooting tips from the Arris website and then open up a Chat session. They of course tried their usual of trying to sell me on their cable modems as compared to owning my own. I have an Arris SB8200 and my package is 300Mbps down and 20Mbps up. Xfinity person said is was my cable modem and I tend to disagree. I have included the status page from my modem. It looks to me like the signal levels are way off and their are a ton of errors. Never get these type of errors when things are working properly. Need a level 3 tech to look at this. How do you reach them?
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The upstream power is too high and it may be intermittently fluctuating even higher to out of spec levels. And the downstream power is on the weak side and some of the SNR's are too low / out of spec. That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, and latency problems.
In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test
If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.
The coax line is dedicated and goes directly to the Xfinity box at the end of our driveway. No splitters or anything else share the line. Xfinity tech was out in the neigborhood the other day working on something and shortly after is when the problems started.
Book a tech visit. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home.
Good luck with it !