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Who is right -- Xfinity or Arris

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Regular Visitor

Who is right -- Xfinity or Arris

I have the Arris SBG8300 which drops the internet connection on a daily basis and the main way to get it back is unplug and replug.  I contacted Arris support and after checking the downstream channels and upstream power, they recommended to contact Xfinity to set the channels to 32 and to up the upstream power between 45+ and 51+ (right now mine is at 32).  I asked specifically to Arris "Can Xfinity make these changes?" and they said "Yes".  

 

I then contacted Xfinity support and they said they cannot make any changes as this is not their equipment and to contact Arris.  Also, the tech wouldn't tell me the upstream power they were sending.

 

So who's right?  I read in other sites that this would happen so not surprised but both are pointing at each other.

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Diamond Problem Solver

Re: Who is right -- Xfinity or Arris

You could use an additional 3 dB on the upstream to get in Comcast’s range. It can’t be done remotely and the levels being sent also can’t be seen remotely.

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Regular Visitor

Re: Who is right -- Xfinity or Arris

Thanks for the reply.  If it cannot be changed remotely, who can change it and where?  Xfinity and a technician would need to come to my condo or would Arris need to make changes?

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Gold Problem Solver

Re: Who is right -- Xfinity or Arris


@Imsleepy wrote: ... If it cannot be changed remotely, who can change it and where? ...

Arris began saying the upstream should be in the 45-51 dBmV range more than a year ago. I don't know why, because it's nonsense. Comcast's signal specs are the ones posted in the Connection Troubleshooting Tips Forum article, which says the Upstream Power Level at the modem should be between +35 dBmV and +50 dBmV.

 

The upstream power level is controlled automatically by Comcast's equipment and does not need to be above 45 dBmV. In fact, many customers have service that works perfectly fine with upstream power levels below 45 dBmV. Some even operate with the upstream below 35 dBmV. That's because what's important is not the level at the modem, it's the level (and quality) of the modem's signal as received at Comcast's CMTS. Comcast reps have no control over this, it's automatic and built into the system.

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New Poster

Re: Who is right -- Xfinity or Arris

I'm having *exactly* the same issue with *exactly* the same device. Both Arris and Xfinity are pointing at each other, and both have now told me that there is essentially no possible resolution (???). Does anyone else know where else to turn? This was the hardware specifically recommended by Xfinity for my address and internet package!!