Community Forum

Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

Regular Visitor

Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

Previously, I was using the SB6141 on the 250/20 plan, X1 Starter Double Play. When I upgraded to the X1 Premier Triple Play with 400/20 plan it required a tech visit. Since my internet speed was going to be greater than what the SB6141 could handle, I purchased an SB8200 to handle that as well as an Arris TM822 to handle the voice that was being added to my plan. I've seen other posts on here with the same setup.

 

The tech that was here this past Sunday said that he was able to get the SB8200 provisioned for internet and the TM822 provisioned for voice-only. However, looking at my account, I see that I have 3 cable modems listed (SB6141, SB8200 and TM822). There isn't a voice modem listed. On the back of the TM822 there is a CMAC and MTA MAC ID. The tech added the CMAC. I don't know if he needed to add the MTA MAC instead.

 

I'm thinking that since the tech wrongly provisioned the TM822 as a cable modem and that is the last modem that was added to my account, that the config file is being pushed to the TM822 and not the SB8200.

 

Signals for the downstream channels range from 3-6dBmV with 40-41dB SNR. Signals for the upstream channels are all 41dBmV. No uncorrectables.

 

TL;DR SB8200 getting the same exact speeds with 400/20 plan that my old SB6141 got on the 250/20 plan. TM822 needs to be provisioned as voice-only. I'm not paying $11 rental fee.

Expert

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)


@R82579V wrote:

Previously, I was using the SB6141 on the 250/20 plan, X1 Starter Double Play. When I upgraded to the X1 Premier Triple Play with 400/20 plan it required a tech visit. Since my internet speed was going to be greater than what the SB6141 could handle, I purchased an SB8200 to handle that as well as an Arris TM822 to handle the voice that was being added to my plan. I've seen other posts on here with the same setup.

 

The tech that was here this past Sunday said that he was able to get the SB8200 provisioned for internet and the TM822 provisioned for voice-only. However, looking at my account, I see that I have 3 cable modems listed (SB6141, SB8200 and TM822). There isn't a voice modem listed. On the back of the TM822 there is a CMAC and MTA MAC ID. The tech added the CMAC. I don't know if he needed to add the MTA MAC instead.

 

I'm thinking that since the tech wrongly provisioned the TM822 as a cable modem and that is the last modem that was added to my account, that the config file is being pushed to the TM822 and not the SB8200.

 

Signals for the downstream channels range from 3-6dBmV with 40-41dB SNR. Signals for the upstream channels are all 41dBmV. No uncorrectables.

 

TL;DR SB8200 getting the same exact speeds with 400/20 plan that my old SB6141 got on the 250/20 plan. TM822 needs to be provisioned as voice-only. I'm not paying $11 rental fee.



Well, you shouldn't have to pay the rental fee. I have an SB8200/TM722G combo myself and it's working just fine. 

 

A few questions:

 

  1. When you go to the Status Center, are all the devices showing as connected? (The SB6141 shows in your account for about 30 days before it's dropped completely, but in the meantime it shouldn't be active). 
  2. Is your voice service working? 
  3.  Only one internet modem should be working at any one time. Either the SB8200 is active, or the TM822G. Which modem is your internet equipment connected to? 

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!
Regular Visitor

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)


@darkangelic wrote:
A few questions:

 

  1. When you go to the Status Center, are all the devices showing as connected? (The SB6141 shows in your account for about 30 days before it's dropped completely, but in the meantime it shouldn't be active). 
  2. Is your voice service working? 
  3.  Only one internet modem should be working at any one time. Either the SB8200 is active, or the TM822G. Which modem is your internet equipment connected to? 

1. SB8200 shows as connected. The TM822G I don't have plugged in but it's showing as "status unavailable".
2. I don't have a phone to test whether it works. The status and logs from the TM822G looked fine when it was plugged in during install by the tech.
3. SB8200

The status center also seems to list a voice modem with a blank S/N. I only have the two SB modems and the TM822G.

Screenshot_1.png
Expert

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

I can't see the last picture, but it sounds like something is wrong with your equipment setup or provisioning. I'm going to escalate this to a Comcast Specialist - please stand by as a reply will be forthcoming.

 

That said, you need to have the TM822G hooked up even if you're not actively using the voice service to avoid further issues with your account. 


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!
Regular Visitor

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)


@darkangelic wrote:

I can't see the last picture, but it sounds like something is wrong with your equipment setup or provisioning. I'm going to escalate this to a Comcast Specialist - please stand by as a reply will be forthcoming.

 

That said, you need to have the TM822G hooked up even if you're not actively using the voice service to avoid further issues with your account. 


Strange; the picture doesn't show unless I'm logged in. I don't know why it's not showing for you. 

 

This is what it shows:

 

Internet and Voice

  1. Cable Modem (SB8200)   -   Connected
  2. Cable Modem (SB6141)     -   Issue Detected
  3. Cable Modem (TM822G)   -   Status Unavailable
  4. Voice Modem (Unknown)  -   Status Unavailable 

 

Understood. I'll hookup the TM822G. I got enough problems I don't need anymore haha.

 

Thank you @darkangelic for your help. I await a reply from a Comcast Specialist and will update the thread when resolved. 

Official Employee

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

Hi @R82579V

 

Sorry for the issues you're experiencing. I agreed with @darkangelic, there has to be something on the back end, or the equipment. Either way, I can help get this resolved. Can you please verify your first and last name in a private message, as well as the name of the account holder if it's different than yours?

 

To send a private message click on my name "ComcastChe", then click send a message. 


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!
Official Employee

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

Hey @R82579V

 

I received your private message and was able to locate the cause of your problem. The health of the node is really bad. I'm going to provide you with more information in our private message, so I can let you know what you expect next. 


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!
Regular Visitor

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

So, an update for the thread:

 

I lost internet late Friday / early Saturday. All of the lights on the modem (SB8200) were lit properly but the internet was inaccessible. Rebooting the modem didn't help. It was only until after I unplugged the TM822G that it immediately started working.

I then ran a speedtest over WiFi that resulted in 475/24. I don't know if it's something that @ComcastChe did, just coincidence or what but I'm happy to report that I'm now receiving the speeds that I'm paying for!  No internet issues to report since then.



Now the only issue that I'm left with is getting the TM822G correctly provisioned for voice ONLY. Currently, it looks like it's provisioned for both services and possibly conflicting with my SB8200 since I lost internet that only returned once I unplugged the TM822G. I've spoken to a handful of techs without success so hopefully this is something that @ComcastChe can help with, otherwise I'll keep trying my luck. I'll reach out via PM.

Thank you to everybody who helped. It's much appreciated! 

Official Employee

Re: Upgraded from Extreme 250 to Extreme Pro 400, speeds still the same (SB8200)

Hi R82579V, 

 

Thanks for the update! Your problem was actually due to issues at the node. If you do begin to see issues like before, let us know so we can investigate. 

 

As for the phone/dual modems on the account. I have also heard recently that we are no longer able to have 2 modems on the account, but have not been able to confirm whether or not this is the case. I've completed some troubleshooting on your account. Can you confirm whether or not you can access the phone and internet on separate modems?


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!