My Netgear CM3000 upload speed capped at 40 Mbps.

My Netgear CM3000 diagnostics show that the upstream OFDMA channel is successfully Locked at 36.2 MHz (Power: 43.3 dBmV), proving my modem hardware is fine. However, my upload speeds are still capped at 40 Mbps. This confirms my modem is stuck on a partial or legacy bootfile. Please have a Tier 2 network engineer review my account provisioning codes and force-push the correct Next-Gen / Mid-Split speed tier configuration file to my modem's MAC address.

Multiple techs visited my home and they couldn't fix the issue. field technician verified my physical line is capable of high upload speeds, but my speeds are capped at 40 Mbps. Also, multiple front-line agents couldn't solve it either.

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user_t8981o

Visitor

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3 Messages

18 days ago

@Xfinity Support can you help here?

EG

Expert

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122.5K Messages

18 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityOrlandoM

Official Employee

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3.9K Messages

18 days ago

@user_t8981o

Please be mindful that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.

Thanks for reaching out to us we apologize for any inconvenience as the Neatgear CM3000 does list as a compatible modem for our next generation speeds so you should be getting at least 100 megabytes to upload.

Since we already have you in the direct messaging platform, I sent you a message and I look forward to hearing from you

user_t8981o

Visitor

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3 Messages

Issue Resolution Summary: Netgear CM3000 Upload Speed Cap (Fixed)

The Problem:

Despite having a physical line verified by a technician to support high-speed uploads, my Netgear CM3000 was locked at ~40 Mbps upload speed.

Initial Misdiagnosis by Support:

Frontline support repeatedly misdiagnosed the issue, incorrectly blaming customer-owned hardware and claiming the modem was at fault. Specifically, support agents noted that the MAC address was incorrectly reporting and provisioning in Xfinity's database as a legacy CM500-100NAS (an obsolete DOCSIS 3.0 device that does not support mid-split/high-split tiers or OFDMA bonding).

The Root Cause:

The backend system was mismatched. Even though the Netgear CM3000 hardware was successfully locking onto the upstream OFDMA channel (confirmed via modem diagnostics at 36.2 MHz), the account was tied to an obsolete device profile and legacy bootfile.

The Solution:

After correcting support's misdiagnosis and insisting on an escalation, the backend engineering team corrected the device provisioning profile to properly recognize the Netgear CM3000, updated the bootfile, and pushed the correct Next-Gen speed tier configuration.

Following a final modem power cycle, full multi-gigabit upload speeds are now unlocked and operating as expected. Leaving this here in case others run into the frontline "modem fault" script when it's actually a backend provisioning/MAC profile mismatch!

18 days ago

user_fg4q24

Visitor

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2 Messages

4 days ago

I am having a very similar issue with my Netgear CM3000 as well. My modem is locking the Upstream OFDMA channel without issue and locking 4 Upstream bonded channels without issue. Support keeps telling me to get the Xfinity modem, but mine appears to be in perfectly good order. Every time they reset the modem i see NO attempt at downloading any new profile in my modems event log, so they are not updating it correctly. The current profile that they keep resetting is never attempting any USID negotiation, so i know the current profile is still in correct.

XfinityDilary

Official Employee

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3.9K Messages

user_fg4q24 Thanks for providing those details. I can understand your concern, especially since your CM3000 is locking onto the upstream OFDMA channel and all four upstream bonded channels, but you’re still seeing behavior that suggests the expected provisioning may not be applied. Rather than continuing to reset the modem, we’d like to take a closer look at the account, your current speed tier, and the modem’s provisioning to see what may be causing the upload-speed issue. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• 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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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4 days ago

user_fg4q24

Visitor

•

2 Messages

3 hours ago

This problem was fixed. My hardware was incorrectly provisioned as a C3000-100NAS, which is an older DOCSIS 3.0 modem, instead of the actual CM3000 modem that i have. It took a technician coming out and showing me what hardware they had associated with my account for us to finally figure out what was going on. The tech was able to get someone to fix the hardware profile so that they could then push the correct Mid-Split bootfile.

Xfinity, PLEASE add confirmation of hardware to your support scripts. This is a problem that can easily be fixed without need for dispatching a physical technician.

(edited)

Customer Service

user_t8981o

My Netgear CM3000 upload speed capped at 40 Mbps.

user_t8981o

EG

XfinityOrlandoM

user_t8981o

Issue Resolution Summary: Netgear CM3000 Upload Speed Cap (Fixed)

user_fg4q24

XfinityDilary

user_fg4q24

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