Skip to main content

    Support

    Offers

U
user_dqu86
1st Topic

Visitor

 • 

2 Messages

Sunday, May 11th, 2025 5:29 AM

I Need Next Gen Speed Profile for Netgear CM3000

Hello Xfinity Team,

I’m on Gigabit X2 plan, using a Netgear CM3000 (customer-owned, Xfinity-approved for Next Gen speeds). Despite midsplit being deployed in my area, my upload speed is stuck at ~40 Mbps. I’ve already done all basic troubleshooting. My Netgear CM3000 is falling back to legacy ATDMA (SC-QAM) upstream channels because it isn’t fully provisioned for DOCSIS 3.1 OFDMA channels. I need a Tier 2/Xfinity network provisioning engineer to apply the Next Gen Speed Tier profile to my modem.

Here’s what I’ve already done:

  • Confirmed midsplit is active in my area

  • Using Netgear CM3000, which is on the approved list for higher uploads

  • All hardware and cables are new and support multi-gig speeds

  • Signal levels are in range (see CableInfo below, MAC removed)

  • Rebooted and reprovisioned modem several times

  • Direct-wired connection, no Wi-Fi involved

  • Xfinity chat and phone support only provided basic troubleshooting, no resolution

Please escalate to a Tier 2/Xfinity network provisioning engineer to apply the “Next Gen Speed Tier” or “OFDMA upstream profile” to my CM3000. I do not need further basic troubleshooting. I can provide my account info via direct message for verification and escalation. Thank you for your help!

Cable Diagnostic

Status: Good

Action:
Your setup looks fine. If you can't access the internet, make sure you properly activated the modem. If modem has been activated and you still can't access the internet, contact your service provider for troubleshooting help.
If you can access the internet but has other internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.

CM Status: Good

Downstream Status: Good

    Downstream Power Level: Good

    Downstream SNR Level: Good

    Upstream Status: Good

    Upstream Power Level: Good


Current Time: Sat May 10 10:15:58 2025

Startup Procedure
Acquire Downstream Channel: 393000000 Hz  Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+
IP Provisioning Mode:       Honor MDD   IPv6 only


Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency     Power    SNR   Correctables Uncorrectables     
      1     Locked     QAM256      4     393000000 Hz     3.2     43.3     1354     4548
      2     Locked     QAM256      1     375000000 Hz     3.4     43.4     1066     3257
      3     Locked     QAM256      2     381000000 Hz     3.4     43.5     1115     3457
      4     Locked     QAM256      3     387000000 Hz     3.2     43.3     913     3140
      5     Locked     QAM256      5     399000000 Hz     3.3     43.4     1109     3288
      6     Locked     QAM256      6     405000000 Hz     3     43.2     1068     3252
      7     Locked     QAM256      7     411000000 Hz     2.9     43.1     994     3170
      8     Locked     QAM256      8     417000000 Hz     2.8     43.1     1060     3339
      9     Locked     QAM256      9     423000000 Hz     2.8     43.1     953     3308
     10     Locked     QAM256     10     429000000 Hz     2.6     42.9     982     3220
     11     Locked     QAM256     11     435000000 Hz     2.7     43     922     3266
     12     Locked     QAM256     12     441000000 Hz     2.4     42.8     959     3378
     13     Locked     QAM256     13     447000000 Hz     2.5     42.8     851     3142
     14     Locked     QAM256     14     453000000 Hz     2.4     42.7     809     3173
     15     Locked     QAM256     15     459000000 Hz     2.3     42.6     813     2986
     16     Locked     QAM256     16     465000000 Hz     2.2     42.6     779     3014
     17     Locked     QAM256     17     471000000 Hz     2     42.4     834     2966
     18     Locked     QAM256     18     477000000 Hz     1.9     42.3     832     2991
     19     Locked     QAM256     19     483000000 Hz     1.9     42.4     793     3041
     20     Locked     QAM256     20     489000000 Hz     1.6     42.1     945     3492
     21     Locked     QAM256     21     495000000 Hz     1.5     42     837     2934
     22     Locked     QAM256     22     501000000 Hz     1.5     42.1     776     2936
     23     Locked     QAM256     23     507000000 Hz     1.3     41.9     821     2735
     24     Locked     QAM256     24     513000000 Hz     1     41.8     800     2947
     25     Locked     QAM256     25     519000000 Hz     1.2     41.9     768     2887
     26     Locked     QAM256     26     525000000 Hz     1.2     42     769     2892
     27     Locked     QAM256     27     531000000 Hz     1.2     41.9     778     2899
     28     Locked     QAM256     28     537000000 Hz     1     41.7     222     1164
     29     Locked     QAM256     29     543000000 Hz     1     41.7     830     3032
     30     Locked     QAM256     30     549000000 Hz     0.9     41.7     668     2757
     31     Locked     QAM256     31     555000000 Hz     0.6     41.4     513     2124
     32     Locked     QAM256     32     561000000 Hz     0.5     41.3     474     1930

Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA     18       5120 Ksym/sec       22800000 Hz       36.3 dBmV
      2       Locked       ATDMA     17       5120 Ksym/sec       16400000 Hz       36.3 dBmV
      3       Locked       ATDMA     19       5120 Ksym/sec       29200000 Hz       36.3 dBmV
      4       Locked       ATDMA     20       5120 Ksym/sec       35600000 Hz       36.3 dBmV
      5       Not Locked       Unknown      0       0       0       0.0
      6       Not Locked       Unknown      0       0       0       0.0
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0

Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     193     722000000 Hz     0.78 dBmV     41.0 dB     328 ~ 3767     1789924638     813664080     53387
      2     Locked     0 ,1 ,2 ,3     194     957000000 Hz     -0.42 dBmV     39.5 dB     148 ~ 3947     1836259761     825392792     1293

Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

Question

 • 

Updated 

4 days ago

7

1

0

XfinityChristy

Official Employee

 • 

2K Messages

4 days ago

 

user_dqu86 Hello, that sounds incredibly frustrating, and thank you for reaching out via our Xfinity Community Forums with your concern. It's definitely not the experience you should be having with midsplit deployed. I can absolutely understand your eagerness to get those upload speeds where they should be. To get this looked into by the right folks – specifically a Tier 2 or network provisioning engineer who can apply that Next Gen Speed Tier profile to your modem – I'd like to get some of your account details so we can get the ball rolling. Would you mind sending me a direct message with your full name and service address? 
 

To send a "Direct Message":

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (it looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

We really appreciate your patience while we get this sorted out for you. We want to make sure you're getting the speeds you expect and deserve!

 

(edited)

0

forum icon

New to the Community?

Start Here