Forum Thread

Do I actually need a new modem (and if so, which?), or is Comcast Comcasting?

joynerCN 181 22 July 25, 2016 at 07:16 AM
I've got a Motorola SURFboard SB6141 (DOCSIS 3.0) that I bought three years ago. It's been running my 75Mbps internet connection ever since.

Last Thursday, I upgraded to 250Mbps. Immediately after, my internet speed dropped to 30Mbps. I called support, and they informed me my modem was end-of-life and would need to be replaced to access my full speed. To be honest, though, I'm not confident in the support representative's technical know-how (she asked me to reinstall my browser as a way of resolving the problem... after telling her I'd checked on multiple computers and phones. I know what the script says, but come on).

It'd be one thing if the modem wasn't able to handle 250Mbps -- but dropping to 30Mbps because the incoming signal was upgraded to 250Mbps?

So, do I actually need a new modem, or is there another way of resolving this? And if I do need a new modem (which, after three years, I guess I probably do anyway), what's the recommended one?

14 Comments

1

Sign up for a Slickdeals account to remove this ad.

Joined Aug 2008
L99: Slicker than Ice
6,393 Posts
1,756 Reputation
#2
If the modem is working, then you don't need to "upgrade" it - what are the signals when you visit http://192.168.100.1/ ? especially the upstream power levels and the downstream SNR
Reply Helpful Comment? 0 0
Joined Feb 2008
L3: Novice
181 Posts
22 Reputation
Original Poster
#3
Upstream power level: 45 dBmV

Downstream SNR: 38 dB

...I have no idea what these mean!
Reply Helpful Comment? 0 0
Joined Jun 2008
I Trade Your Bing Credit$
737 Posts
82 Reputation
#4
need new modem.

the reason is simple, modem can do 300m doesn't mean they can provide 300m without affecting your neighbors, because the modem may saturated some of the channels.

the 30m, they can set it to whatever they want. the modem doesn't know what plan you're using, it just download the configuration file of 250m plan, which is set to only 30m for that specific modem. has nothing to do with the cable line and modem's actual max speed.
Reply Helpful Comment? 0 0
Drunk driving on the sea to find deals.
95% of sea remains unexplored,
unseen by human eyesbulb.
Joined Feb 2008
L3: Novice
181 Posts
22 Reputation
Original Poster
#5
Ah, thanks Left4Deal. Any new modems come recommended?
Reply Helpful Comment? 0 0
#6
if it's an issue w/the modem config file, couldn't an updated config fix the issue? (how/where to get such an updated config, I have no clue)

or, is the issue simply that with comcast and that specific modem, there is no way to allow it to run at 250, so the config is forced at 30m and instead a 'comcast approved' modem needs to be bought?
Reply Helpful Comment? 0 0
Last edited by jrinco11 July 25, 2016 at 11:36 AM
Joined Aug 2005
L10: Grand Master
12,661 Posts
4,824 Reputation
Pro
#7
I would call back and play dumb and get a different technician.
Reply Helpful Comment? 0 0
Vague questions receive vague answers . . . . . .
Joined May 2004
L42: The Ultimate Answer
1,440 Posts
993 Reputation
#8
The SB6141 is only capable of 8 bonded downstream channels. That is theoretically enough for 250Mbps, but it all depends on how the provider is configuring it. If Comcast is set up expecting modems capable of 16 bonded channels, that could explain your slowdown and their recommendation.

The updated version of the SB6141 that supports 16x4 is the SB6183 and would be the one I would recommend.
Reply Helpful Comment? 0 0

Sign up for a Slickdeals account to remove this ad.

Joined Jun 2005
Let Sleeping Dogs Lie
5,848 Posts
2,388 Reputation
#9
Reply Helpful Comment? 0 0
#10
Yes, comcast has their own specific config files, if they tell you to get a new modem, than you need a new modem. Freakin sucks but thats comcast. I went through 2 modems because of their ass. I was lucky to be able to return them though.
Reply Helpful Comment? 0 0
#11
Quote from sushigaiden View Post :
Yes, comcast has their own specific config files, if they tell you to get a new modem, than you need a new modem. Freakin sucks but thats comcast. I went through 2 modems because of their ass. I was lucky to be able to return them though.
No, they generally just lie to get you to rent one. I was told by two reps that the arris modem I purchased for 50 dollars would not work. BS. Got it running no problem.
Reply Helpful Comment? 0 0
#12
Quote from fenderman View Post :
No, they generally just lie to get you to rent one. I was told by two reps that the arris modem I purchased for 50 dollars would not work. BS. Got it running no problem.
Uhhh...no. I went bought my own modems. I bought the second modem when I upgraded my connection speed and I couldn't achieve the speed I paid for, I went through support and that is what they said. I bought the new modem, I automatically configured it online, reboot new modem and was online.
Reply Helpful Comment? 0 0
#13
Quote from sushigaiden View Post :
Uhhh...no. I went bought my own modems. I bought the second modem when I upgraded my connection speed and I couldn't achieve the speed I paid for, I went through support and that is what they said. I bought the new modem, I automatically configured it online, reboot new modem and was online.
Uhhh.no..I am relating an incident that happened to me. My point was that simply because a low level "tech" tells you that you need a new modem, that is not the case. They purposely lie to you.
Reply Helpful Comment? 0 0
#14
Quote from fenderman View Post :
Uhhh.no..I am relating an incident that happened to me. My point was that simply because a low level "tech" tells you that you need a new modem, that is not the case. They purposely lie to you.
I think this is more a case of oversimplification that deliberate lying (if we're only talking about docsis 3 modems). To get the highest speed tiers, you may need a different modem.


they will often claim a modem won't work even if it will just won't get the top speeds. they're trained to do this because the newer modems use a little less bandwidth than the old docsis 2.0 ones and make it easier to enforce bandwidth caps.
Reply Helpful Comment? 0 0
Why do conservative politicians oppose conservation?
Have you ever stopped to think the long-term GOP immigration policy might be to make the United States of America a less desirable place to live than Mexico?

"If you tell a lie big enough and keep repeating it, people will eventually come to believe it" -Joseph Goebbels
#15
Great!!
Reply Helpful Comment? 0 0
Page 1 of 1
1
Join the Conversation
Add a Comment
 
Copyright 1999 - 2016. Slickdeals, LLC. All Rights Reserved. Copyright / Infringement Policy  •  Privacy Policy  •  Terms of Service  •  Acceptable Use Policy (Rules)  •  Interest-Based Ads
Link Copied to Clipboard