Abysmal Download speeds; upload is fine

Have you tried using the defaults of admin for the username and password for the password ?

Haha, no, but that worked. (Using, "password," as password, which I immediately changed.) Strange that even ARRIS doesn't mention that.

Anyway, now that I have access, the signals and event log:

The signal stats are o/k / in spec at that snapshot in time. Are there any error log entries being shown ? If so, please post them in their entirety.

Wait, why was the event log that I also posted separately removed? There wasn't any personal info there? lol

O/k it seems that your image of the error log entries has been deleted due to it containing your modem's CM MAC address which is considered to be personal information. Personally identifying information is a violation of their forum guidelines.

What you can do is copy and paste all of the text (instead of using an image) but you'll need to redact all of the CM MAC addresses.

My Lord...OK...to Photoshop I go, I guess...

Redact all of the CMTS MAC addresses as well. The bot will likely flag them too.........

*sigh* I missed a MAC. I'm so stressed right now...OK, trying this again...

Come on, bot, really? Marked as private? None of the MAC addresses are visible!

I don't what to say anymore...maybe other than this probably ranks up there with one of the worst experiences I've had thus far.

Haha, wow. And just like that: "Private."

I give up. You win.

ON EDIT: I guess I'll have to contact my attorney general and the BBB to get this matter fixed. Sorry to go full Karen but no one but EG wants to help.

@manusDei They are cleared now !

Even though the signal stats looked o/k at that snapshot in time, the error log entries confirm that something is going on. Perhaps there is noise ingress into the line(s) / an upstream channel-return path impairment somewhere.

There are other signal stat figures that can't be read by the modem. They are the "Upstream Rx Power" (Upstream Receive Power Level), the "Upstream SNR Ch." (Upstream Signal To Noise Ratio), and the "Upstream ICFR" (In Channel Frequency Response). These are as equally important in diagnosing connectivity issues as are the modem's stats.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards.  They can check the CMTS (Cable Modem Termination System) for any real time degradation and / or error reports, see your node / cable plant and modem health, and see whether or not everything is in the green zone. They can also see a history plot for the modem and poll for those upstream receive signal stats. They will also be able to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.

You should get a reply here in your topic. Good luck !

I guess "escalated" means, "when Xfinity feels like getting to it."

An interesting new development: I cannot sign into Xfinity services (and do things like reply here) unless I'm on a mobile network. If I switch to Xfinity's network (by connecting to my modem), it just times out. Tried everything to resetting and hard resetting my modem to clearing my browser cache and trying to log onto Xfinity's services from different devices.

@EG you have any ideas? I'm not even sure if I should try anymore and just contact my state's attorney general and the BBB. Lord knows getting help otherwise has gone down the tubes.

So my brother and I decided to try another modem, which is going to be delivered tomorrow. We'll see.

In the meantime, I have to say other than what @EG has helped with, this has to be the absolutely worst experience I've had thus far. (And that's saying something.) Out of all my attempts at getting help, only 2 were answered. (Here and on Twitter.) Only one was helpful. (Here, via @EG.)

If there was competition in my area, you bet your life I'd be gone in a heartbeat because I've had enough of dealing with problems that should've been solved. But here we are.

Hmmm...... Sorry to hear that your issue / topic somehow slipped through the cracks. I will attempt to re-escalate this.