Community Forum

Speed Problem

Frequent Visitor

Speed Problem

Help is greatly appreciated. Please! and thank you!

SB 6141 - since my promotion expired 2 days ago and was updated with new pricing over the phone, my Blast! 100 Mbps download and 12 Mbps upload has went down to 19 Mbps download and 3 Mbps upload.

It has been power cycled multiple times by tech support since yesterday. They're not doing anything else. They keep repeating a tech needs to be sent out.

Seems strangely coincidental and suspect.

Please see all stats below from modem page as instructed by nerdburg https://forums.xfinity.com/t5/user/viewprofilepage/user-id/2298897

 

Downstream Bonding Channel Value
Channel ID
Frequency 495000000 Hz  489000000 Hz  507000000 Hz  513000000 Hz  525000000 Hz  531000000 Hz  537000000 Hz  543000000 Hz 
Signal to Noise Ratio 37 dB  37 dB  37 dB  37 dB  37 dB  36 dB  37 dB  37 dB 
Downstream Modulation QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256  QAM256 
Power Level
The Downstream Power Level reading is a snapshot taken at the time this page was requested. Please Reload/Refresh this Page for a new reading
4 dBmV   3 dBmV   4 dBmV   4 dBmV   3 dBmV   3 dBmV   3 dBmV   4 dBmV  

 

Upstream Bonding Channel Value
Channel ID
Frequency 29500000 Hz  36400000 Hz  22600000 Hz  15700000 Hz 
Ranging Service ID 11329  11329  11329  11329 
Symbol Rate 5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec  5.120 Msym/sec 
Power Level 42 dBmV  41 dBmV  41 dBmV  43 dBmV 
Upstream Modulation [2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
[2] QPSK
[1] 32QAM
[3] 64QAM
 
Ranging Status Success  Success  Success  Success 

 

Signal Stats (Codewords) Bonding Channel Value
Channel ID
Total Unerrored Codewords 117963807  117972024  117979815  117989321  117958527  117959609  117989140  117992067 
Total Correctable Codewords 15  11  11  23 
Total Uncorrectable Codewords 649  581  1434  1469  1548  1621  1586  1542 

 

Configuration
Frequency Plan: North American Standard/HRC/IRC
Custom Frequency Ordering: Default
Upstream Channel ID: 2
Favorite Frequency (Hz) 495000000
DOCSIS MIMO Honor MDD IP Mode
Modem's IP Mode IPv6 Only
DHCP Server Enabled

 

Model Name: SB6141
Vendor Name: Motorola
Firmware Name: SB_KOMODO-1.0.6.16-SCM00-NOSH
Boot Version: PSPU-Boot(25CLK) 1.0.12.18m3
Hardware Version: 7.0
Firmware Build Time: Feb 16 2016 11:28:04

 

May 18 2018 16:26:56 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
May 18 2018 16:26:55 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:36 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:51:57 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:51:56 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:22 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:46:53 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:46:52 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:20:15 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 19:20:14 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:21 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 18:51:07 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
May 17 2018 18:51:06 5-Warning Z00.0 MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:23 3-Critical R02.0 No Ranging Response received - T3 time-out;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:01:5c:a3:10:57;CM-QOS=1.1;CM-VER=3.0;
Jan 01 1970 00:00:15 6-Notice N/A Cable Modem Reboot due to IP loss ;CM-MAC=84:61:a0:7c:d6:1d;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.0;
Frequent Visitor

Re: Speed Problem

Check other posts!
Regular Contributor

Re: Speed Problem


@vincent548 wrote:

Is this device a Gateway or a Modem?

If this is a modem, have you reset the router as well?


Model Name: SB6141
Vendor Name: Motorola
If you don't know what this is, maybe you shouldn't be offering help or be a technician.

Diamond Problem Solver

Re: Speed Problem

.@Applehans

 

The signal stats as read by the modem at that moment in time were fine.

 

You could try calling 1-800-comcast and ask a rep to *roll and re-provision* the modem. 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.

Expert

Re: Speed Problem

@Appelhans

Are you seeing the speed issues directly connected to the modem via ethernet? 

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


I am not a Comcast employee, just a moderator. Pls observe Wheaton's Law.
Official Employee

Re: Speed Problem

Hello,

I would like to look into this for you from here. To protect the privacy of your account, please send me a private message verifying your full name, street address including city, state, and zip code (and apartment number if one is associated), and the full account number or phone number associated with your services. To send a private message click on my name, then click private message me.

Frequent Visitor

Re: Speed Problem

Thank you!


@The_Janitor wrote:

@Appelhans

Are you seeing the speed issues directly connected to the modem via ethernet? 

 

I've asked an employee to check the CMTS for real-time and historical RF signal reports from your modem. They can also check your local node/plant for any degradation or error reports. You can expect a reply in this thread. 


 

Official Employee

Re: Speed Problem

Thank you, what speeds are you getting now? 

Frequent Visitor

Re: Speed Problem


@ComcastShane wrote:

Thank you, what speeds are you getting now? 


Same speeds.

Frequent Visitor

Re: Speed Problem

I just installed brand new Motorola MB8600 and replaced Cat cables. Still no difference.

Frequent Visitor

Re: Speed Problem

Any ideas? They really pushed me to get a tech and this isn't the first time this has happened. I usually have this issue whenever the promotion expires. I've insisted that there must be an error when the promotion was tinkered with. My account shows on Comcast site that I have TV, which I shouldn't, and everyone on the phone claims I don't and it's not reflecting on their system. I'm either in a conspiracy to get $ out of me whether it's a box lease or bundle upgrade, or dealing with people when I call in who don't know how to figure this out. The last guy was tier 2 and told me there's no one else to escalate to that can help me. I really appreciate all of your help.
Official Employee

Re: Speed Problem

Hi Ryan, I apologize for the delay. Can you also verify the MAC address for me in private?

Frequent Visitor

Re: Speed Problem

Thank you for your time, Shane. I figured it out. They somehow had IP locked to my router instead of my modem. It was causing QoS instability and bottlenecking speeds. One of the people hinted at it over the phone but I didn't catch on right away. Not sure why they didn't come out and say it...
Official Employee

Re: Speed Problem

Thank you for this update. If you need any further help going forward please reach out to us, we are always here to assist.