2 Gbps Plan – Netgear CM3000 Only Locking One OFDM/OFDMA Channel After Two Modems & Tech Visit

Hi Xfinity Community.  I'm a very long time Xfinity customer.  I'm hoping someone from the Xfinity team can help escalate this to the appropriate back-end group.

I’ve been working through an issue for the past 9 days involving my 2 Gbps service tier and a Netgear CM3000 modem. I’ve had a field technician visit, spoken with an escalation manager via phone and text messages multiple times, and even purchased a second brand‑new CM3000 (overnighted at my own expense) to rule out hardware.  Unfortunately, the issue persists across both modems.

Summary of the Issue

• My CM3000 only locks one OFDM downstream channel and one OFDMA upstream channel.
• The second OFDM/OFDMA channels never activate, which keeps speeds capped around ~700 Mbps even when connected directly to the modem.
• All 32 DOCSIS 3.0 downstream bonded channels lock perfectly with excellent power levels and SNR.
• A field tech confirmed the line is clean and DOCSIS 3.1 capable.
• Netgear has confirmed the modem is operating to their specifications and that the issue appears to be incorrect provisioning on the ISP side.
• Netgear also confirmed:
• • All 32 downstream bonded channels are locking as expected
  • IP Provisioning Mode is Honor MDD / IPv6 only, which is normal
  • Their support case remains open in case Xfinity needs additional vendor assistance
• Two different CM3000 units show identical behavior, which strongly suggests a CMTS provisioning or bootfile mismatch.

Troubleshooting Completed

• Field tech visit with full diagnostics
• Multiple provisioning attempts
• Replacement modem (both were brand‑new CM3000)
• Direct‑to‑modem speed tests
• Netgear support engagement (Case #49435683)
• Signal levels verified as excellent
• No in‑home wiring issues
• No router involved during testing

What I’m Requesting

I’m hoping someone can help verify whether the correct 2 Gbps DOCSIS 3.1 bootfile is being assigned to my modem, and whether the CMTS entry for my account/MAC needs to be cleared and reassigned.

Current modem MAC: [Edited: "Personal Information"]
Modem model: Netgear CM3000
Netgear Case: 49435683

Everyone I’ve spoken with has been kind and helpful, but after 9 days and two modems, I’m hoping to get this in front of the right backend team who can check the provisioning side.

Thank you to anyone who can help move this forward.