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Played_Me_To_Th's avatar
Played_Me_To_Th
New Contributor
6 years ago

Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down

Called Cox for new internet options. Told me I was grandfathered in at 150. Quoted me 300 and Giga. Call ended. I had a Netgear 3.0 modem / router combo that worked fine. I buy a 3.0 modem and a mesh router to increase my WIFI area. I try to get it calibrated only to find out I have a work order for GigaBlast speeds and my 3.0 equipment is unusable. So as a patient person I go and swap my 3.0 for a 3.1 modem costing me more money. I call to get the 3.1 calibrated by Cox and it shows all green lights 3.0, no blue lights for Arris SB8200 Docsis 3.1 GigaBlast No Blue Lights Up or Down. Speeds are 250 down and 20 up and that is before and after a modem factory reset with ONLY my laptop plugged in. Tried with a desktop as well with the same result.

- Called and asked was GiagBlast and Docsis 3.1 avilable in my area and told it was

- Forced to GigaBlast without request and told I can't return to my original speed

- Asked me to upgrade my equipment to take advantage of GigaBlast but when equipment is installed it I only get 3.0 and low speeds

- Called from 10am to Midnight and text chat too. After dealing with 6 different people and a whole day wasted I still got nowhere

- Best of all I was told no work could be done while there was an "outage" in my area. One that lasted from 2pm to 7pm, and then another that started at 12am forecast to end at 6am.

Anybody else have these issues and if so how were they resolved???

- Do yourself a favor and DO NOT, I repeat DO NOT engage in the text chat option from your phone. A waste of time and resources!!!!

Similar situations like mine so I know I am not alone when it comes to the level of customer service and technical support

https://forums.cox.com/forum_home/internet_forum/f/internet-forum/22627/gigablast-activation/86619#86619

https://forums.cox.com/forum_home/internet_forum/f/internet-forum/20283/issues-with-gigablast

Standard Specification Compliant Docsis 3.1
Hardware Version 4
Software Version D31CM-PEREGRINE-1.1.1.0-GA-14-NOSH

Connection

The status listed show the connection state of the cable modem. They are used by your service provider to evaluate the operation of the cable modem.

Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 957000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Configuration File OK
Security Enabled BPI+
DOCSIS Network Access Enabled Allowed

Downstream Bonded Channels
Channel ID Lock Status Modulation Frequency Power SNR/MER Corrected Uncorrectables
30 Locked QAM256 957000000 Hz 2.6 dBmV 37.3 dB 103 482
1 Locked QAM256 783000000 Hz 1.3 dBmV 37.9 dB 0 0
2 Locked QAM256 789000000 Hz 1.3 dBmV 37.9 dB 0 0
3 Locked QAM256 795000000 Hz 1.4 dBmV 37.8 dB 0 0
4 Locked QAM256 801000000 Hz 1.3 dBmV 37.9 dB 0 0
9 Locked QAM256 831000000 Hz 1.2 dBmV 37.7 dB 0 0
10 Locked QAM256 837000000 Hz 1.6 dBmV 37.8 dB 0 0
11 Locked QAM256 843000000 Hz 1.6 dBmV 37.9 dB 0 0
12 Locked QAM256 849000000 Hz 1.7 dBmV 37.8 dB 0 0
17 Locked QAM256 879000000 Hz 1.9 dBmV 37.5 dB 0 0
18 Locked QAM256 885000000 Hz 1.7 dBmV 37.3 dB 0 0
19 Locked QAM256 891000000 Hz 1.8 dBmV 37.4 dB 0 0
20 Locked QAM256 897000000 Hz 1.7 dBmV 37.3 dB 0 0
21 Locked QAM256 903000000 Hz 1.5 dBmV 37.2 dB 0 0
22 Locked QAM256 909000000 Hz 1.6 dBmV 37.1 dB 0 0
25 Locked QAM256 927000000 Hz 2.3 dBmV 37.3 dB 0 0
26 Locked QAM256 933000000 Hz 2.7 dBmV 37.4 dB 0 0
27 Locked QAM256 939000000 Hz 2.9 dBmV 37.4 dB 0 0
28 Locked QAM256 945000000 Hz 2.8 dBmV 37.3 dB 0 0
29 Locked QAM256 951000000 Hz 2.8 dBmV 37.4 dB 0 0
33 Not Locked Unknown 357000000 Hz -46.1 dBmV 0.0 dB 0 0
34 Not Locked Unknown 363000000 Hz -45.9 dBmV 0.0 dB 0 0
35 Not Locked Unknown 369000000 Hz -45.9 dBmV 0.0 dB 0 0
36 Not Locked Unknown 375000000 Hz -45.8 dBmV 0.0 dB 0 0
37 Not Locked Unknown 381000000 Hz -45.7 dBmV 0.0 dB 0 0
38 Not Locked Unknown 387000000 Hz -45.5 dBmV 0.0 dB 0 0
41 Not Locked Unknown 405000000 Hz -45.8 dBmV 0.0 dB 0 0
42 Not Locked Unknown 411000000 Hz -46.0 dBmV 0.0 dB 0 0
43 Not Locked Unknown 417000000 Hz -46.5 dBmV 0.0 dB 0 0
44 Not Locked Unknown 423000000 Hz -47.2 dBmV 0.0 dB 0 0
45 Not Locked Unknown 429000000 Hz -47.8 dBmV 0.0 dB 0 0
46 Not Locked Unknown 435000000 Hz -48.3 dBmV 0.0 dB 0 0
159 Locked Other 300000000 Hz -47.2 dBmV 0.0 dB 0 0

Upstream Bonded Channels
Channel Channel ID Lock Status US Channel Type Frequency Width Power
1 1 Locked SC-QAM 16900000 Hz 6400000 Hz 40.0 dBmV
2 2 Locked SC-QAM 23500000 Hz 6400000 Hz 41.0 dBmV
3 3 Locked SC-QAM 29900000 Hz 6400000 Hz 42.0 dBmV
4 4 Locked SC-QAM 36300000 Hz 6400000 Hz 42.0 dBmV

Current System Time: Tue Apr 16 01:05:19 2019

  • Bruce's avatar
    Bruce
    Honored Contributor III

    13 of your channels aren't even usable (0.0 dB).  Sales and Maintenance are 2 different teams.  Too bad Sales couldn't have  given a heads up of the outage.  All you can do is wait for Maintenance to resolve.

  • KevinM2's avatar
    KevinM2
    Former Moderator
    Hello, we'd like to investigate this case further, and also address any issues you're having with the Gigablast service. The Gigablast service is available in your area, and a DOCSIS 3.1 is a requirement for this service. Can you please send us an email at cox.help@cox.com, with a link to this forum thread? I am also including an article on ways to achieve Gigablast speeds, http://bit.ly/2KK3EP5. -Kevin M. Cox Support Forum Moderator