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Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

I have been having slow UPLOAD speeds after a year of good 20 Mbps+ upload speeds with my 300/20 service in the North Texas area (Wylie). A couple weeks ago the speed dropped to 11-12 Mbps max, and it acts like it is capped at that speed testing with numerous different speed tests. Spectrum sent out a tech, and he and upper-level support ran a series of tests including re-provisioning, running their own tests from the tech's tablet, etc. and their ultimate conclusion was that my then-current SB6183 was faulty. 


Here is where it gets interesting.  I just replaced the former SB6183 with a brand new SB6183 and the UPLOAD speed is unchanged. Still stuck/capped at 11-12 Mbps.  ALL signal levels, SNRs, and the configuration files look identical with both the former modem and the brand new replacement.  It actually acts like my 300/20 service has been capped at max 10 on the UPLOAD side.

So this has become quite the head scratcher.  Here is my question:  Are any of you other subscribers with 300/20 service in the Dallas or Wylie area experiencing slow UPLOAD speeds?   If you live in that area and are paying for 300/20 service please run a quick speed test and see what you get for UPLOAD speed.  Again--there was no issue with DOWNLOAD speeds with either modem--ONLY UPLOAD.  Downloads run at consistent 320+ . 

 

I live in a high growth-rate residential construction area, so one plausible explanation may be that TW/Spectrum recently did a node split and accidentally screwed up something affecting the provisioning.  Can any Spectrum employees that monitor this forum check on that?  (Wylie 75098 zip code)    Thanks in advance for any help.

 

35 REPLIES
Established Sharer

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

Well, nobody from your region has responded, so I will jump into the fray.

There are at least two possibilities here:

1)  Spectrum unilaterally decided to reduce your package's DL speed from 20 Mbps to 10;

OR

2)  Spectrum recently assigned and pushed the wrong provisioning code to your COAM modem.

 

Either way you should contact your local Spectrum office ASAP to make them well aware that they are no longer delivering the level of service for which they are billing you.

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Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?


karlbeckman wrote:

Well, nobody from your region has responded, so I will jump into the fray.

There are at least two possibilities here:

1)  Spectrum unilaterally decided to reduce your package's DL speed from 20 Mbps to 10;

OR

2)  Spectrum recently assigned and pushed the wrong provisioning code to your COAM modem.

 

Either way you should contact your local Spectrum office ASAP to make them well aware that they are no longer delivering the level of service for which they are billing you.


Thanks for the reply. 

Your possibility #1 also crossed my mind too, which is why I would really appreciate any feedback from others with customer owned modems and 300/20 subscriptions.

Your possibility #2 would mean that for my case they pushed the wrong provisioning code twice to two different modems within days of each other.  Once when the tech at my home asked them to do it with my original modem, and again when I replaced it with a new modem a few days later.  If true, that would imply that they may be pushing the wrong provisioning code to other (all?) SB6183 modem owners.  Seem unlikely, but still a possibility....but if true and done on purpose to discourage customer-owned modems, not cool.  Note that I confirmed that the configuration file shows a max upstream burst at 24.5 Mbps-- not 10 Mbps. 

I am still leaning towards an overloaded node on the upstream side.  Too many users versus available upstream time slots for everyone on the node.

 

Expert

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

Did you call in on the phone?

 Were you transferred to tier 3?

If not, the modem is provisioned with the wrong billing code (probablky as a docsis 2 modem, lol)..

 If you were transferred, they may have still screwed up.

 But, are you measuring the speed with the computer directly connected to the modem and using TWC's speedtest tool?

 

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Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?


MsRaye wrote:

Did you call in on the phone?

Were you transferred to tier 3?

 

Response:  No, I used the online chat.  I asked him if he was tier 3 and he said  "yes,  and I can check the billing codes for you".  I also asked him which modem was in the record, he responded correctly "Motorola SB6183".  I then asked what speed was provisioned, and he responded correctly "300 Mbits down and 20 Mbits up".  He then said he ran a diagnostic and the modem looked really good.  Then he said he sent some resets to the modem, but I was not at home so I will have to disconnect, reboot, and reconnect later this afternoon when I get home.  He concluded the chat by saying that everything looked good on their end (which the tech and support told me also during the tech onsite home visit last Saturday).

 

MsRaye wrote:   But, are you measuring the speed with the computer directly connected to the modem and using TWC's speedtest tool?

 

Response:  Yes, all tests were run directly connected (no router) with all Cat-6 cable and all gigabit connections.   I ran different speed tests while the tech was there Saturday, including TWC's, testmy.net, speedtest.net, and even hctc.net's speedtest.  All four of them exhibited a hard cap at about 11.5 Mbps.  Not jagged either...pegged at about 11.5 and stayed there for the entire session. Additionally, the tech also ran his own speed tests from his own tablet and got identical results.   I previously was running at about 24 Mbps FOR THE LAST YEAR!  So what the heck changed?     Like I said....it's a head scratcher.

 


 

Established Sharer

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

IF it's failure option #2, and you told them you had just bought another of the same modem you had before, I would fully expect the phone support staff to blast the new box using the same COAM modem code that was already on your account file.  I agree with your thought that TWC may therefore be pushing out the same wrong provisioning firmware load to every SB6183 user in TX who calls in to complain about slow Upload speeds.  But most power users will test and complain loudly about not getting their 300 DL; very few beef about not seeing the 20 UP.

If you do repeatedly measure UP speeds in the 23-24 range and DLs around 340, I would say your modem is provisioned correctly and the problem is somewhere else. 

Expert

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

[ Edited ]

the modem is incorrectly provisioned, this needs to be escalated to tier 3 when you call twc.

The hard up cap indicates 100,200 or 300/10 provisioning, period.

 Copy and paste the modems signal level page, don't reset it, also post the error log and the status pages.

Need to look at a few things...

 

 

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Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

[ Edited ]

MsRaye wrote:

the modem is incorrectly provisioned, this needs to be escalated to tier 3 when you call twc.

The hard up cap indicates 100,200 or 300/10 provisioning, period.

 Copy and paste the modems signal level page, don't reset it, also post the error log and the status pages.

Need to look at a few things...

 

 




Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Corrected Uncorrectables
1 Locked QAM256 17 771000000 Hz 3.6 dBmV 41.3 dB 0 0
2 Locked QAM256 18 777000000 Hz 3.9 dBmV 41.5 dB 0 0
3 Locked QAM256 19 783000000 Hz 4.2 dBmV 41.5 dB 0 0
4 Locked QAM256 20 789000000 Hz 4.4 dBmV 41.6 dB 0 0
5 Locked QAM256 21 795000000 Hz 4.5 dBmV 41.6 dB 0 0
6 Locked QAM256 22 801000000 Hz 4.3 dBmV 41.6 dB 0 0
7 Locked QAM256 23 807000000 Hz 4.2 dBmV 41.3 dB 0 0
8 Locked QAM256 24 813000000 Hz 3.9 dBmV 41.0 dB 0 0
9 Locked QAM256 25 819000000 Hz 3.7 dBmV 40.9 dB 0 0
10 Locked QAM256 26 825000000 Hz 3.5 dBmV 40.7 dB 0 0
11 Locked QAM256 27 831000000 Hz 3.4 dBmV 40.7 dB 0 0
12 Locked QAM256 28 837000000 Hz 3.5 dBmV 40.8 dB 0 0
13 Locked QAM256 29 843000000 Hz 3.5 dBmV 40.3 dB 0 0
14 Locked QAM256 30 849000000 Hz 3.9 dBmV 41.0 dB 0 0
15 Locked QAM256 31 855000000 Hz 4.0 dBmV 41.1 dB 0 0
16 Locked QAM256 32 861000000 Hz 4.3 dBmV 41.3 dB 0 0

 

 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 86 5120 Ksym/sec 24200000 Hz 39.8 dBmV
2 Locked TDMA 85 2560 Ksym/sec 19400000 Hz 39.3 dBmV
3 Locked ATDMA 87 5120 Ksym/sec 30600000 Hz 39.8 dBmV
4 Locked ATDMA 88 2560 Ksym/sec 37000000 Hz 40.0 dBmV


Look at these numbers.  Dang near ideal.  The error log had no entries to post.  what is going on here?

Expert

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

I need to see what is in the log and when did  TWC say they did anything....

It can't be empty...

 

Browser

Re: Any SB6183 Users in North Texas Seeing Slow UPLOAD Speeds?

Well.....it is.

 

Event Log

The table below contains the log of events that the SB6183 has detected. This log can be important to the service provider to help diagnose and correct problems, if any should occur.

 
Time Priority Description