Hello - I have had numerous techs out here and they cant seem to figure out what the issue is. I have the top tier plan (1200MBps) and I am only getting 600-700Mbps hard wired (CAT7) to my PC - and wireless is hovering around 400. I have a Netgear Nighthawk Router R9000 running V1.0.5.42 firmware (latest), and a Netgear CM1200 Cable modem with V3.12.03 firmware. They did put a 3 DB attentuator on the back of my modem, here is my snapshot from my modem: Can someone please look into this for me, before I have another tech come out and waste anyone's time. Thanks.
Startup Procedure |
Procedure |
Status |
Comment |
Acquire Downstream Channel |
549000000 Hz |
Locked |
Connectivity State |
OK |
Operational |
Boot State |
OK |
Operational |
Security |
Enabled |
BPI+ |
IP Provisioning Mode |
Honor MDD |
honorMdd(4) |
|
|
Downstream Bonded Channels |
Channel |
Lock Status |
Modulation |
Channel ID |
Frequency |
Power |
SNR |
Correctables |
Uncorrectables |
1 |
Locked |
QAM256 |
20 |
549000000 Hz |
8.1 dBmV |
42.9 dB |
11 |
0 |
2 |
Locked |
QAM256 |
13 |
507000000 Hz |
8.9 dBmV |
43.2 dB |
2 |
0 |
3 |
Locked |
QAM256 |
14 |
513000000 Hz |
8.8 dBmV |
43.3 dB |
0 |
0 |
4 |
Locked |
QAM256 |
15 |
519000000 Hz |
8.7 dBmV |
43.1 dB |
4 |
0 |
5 |
Locked |
QAM256 |
16 |
525000000 Hz |
8.5 dBmV |
43.1 dB |
2 |
0 |
6 |
Locked |
QAM256 |
17 |
531000000 Hz |
8.3 dBmV |
43.1 dB |
5 |
0 |
7 |
Locked |
QAM256 |
18 |
537000000 Hz |
8.3 dBmV |
43 dB |
11 |
0 |
8 |
Locked |
QAM256 |
19 |
543000000 Hz |
8.1 dBmV |
42.9 dB |
6 |
0 |
9 |
Locked |
QAM256 |
21 |
555000000 Hz |
7.9 dBmV |
42.9 dB |
6 |
0 |
10 |
Locked |
QAM256 |
22 |
561000000 Hz |
8.3 dBmV |
43 dB |
6 |
0 |
11 |
Locked |
QAM256 |
23 |
567000000 Hz |
8.3 dBmV |
43 dB |
7 |
0 |
12 |
Locked |
QAM256 |
24 |
573000000 Hz |
8.4 dBmV |
43 dB |
9 |
0 |
13 |
Locked |
QAM256 |
25 |
579000000 Hz |
8.5 dBmV |
43.1 dB |
12 |
0 |
14 |
Locked |
QAM256 |
26 |
585000000 Hz |
8.3 dBmV |
43 dB |
19 |
0 |
15 |
Locked |
QAM256 |
27 |
591000000 Hz |
8.4 dBmV |
43 dB |
12 |
0 |
16 |
Locked |
QAM256 |
28 |
597000000 Hz |
8.5 dBmV |
43 dB |
15 |
0 |
17 |
Locked |
QAM256 |
29 |
603000000 Hz |
8.4 dBmV |
42.9 dB |
20 |
0 |
18 |
Locked |
QAM256 |
30 |
609000000 Hz |
8.2 dBmV |
42.8 dB |
25 |
0 |
19 |
Locked |
QAM256 |
31 |
615000000 Hz |
7.8 dBmV |
42.6 dB |
26 |
0 |
20 |
Locked |
QAM256 |
32 |
621000000 Hz |
8 dBmV |
42.6 dB |
19 |
0 |
21 |
Locked |
QAM256 |
33 |
627000000 Hz |
8.3 dBmV |
42.7 dB |
24 |
0 |
22 |
Locked |
QAM256 |
34 |
633000000 Hz |
8.4 dBmV |
42.7 dB |
24 |
0 |
23 |
Locked |
QAM256 |
35 |
639000000 Hz |
8.5 dBmV |
42.6 dB |
20 |
0 |
24 |
Locked |
QAM256 |
36 |
645000000 Hz |
8.8 dBmV |
42.7 dB |
26 |
0 |
25 |
Locked |
QAM256 |
37 |
651000000 Hz |
9.3 dBmV |
42.9 dB |
22 |
0 |
26 |
Locked |
QAM256 |
38 |
657000000 Hz |
9.2 dBmV |
42.9 dB |
24 |
0 |
27 |
Locked |
QAM256 |
39 |
663000000 Hz |
9.1 dBmV |
42.8 dB |
17 |
0 |
28 |
Locked |
QAM256 |
40 |
669000000 Hz |
8.8 dBmV |
42.8 dB |
24 |
0 |
29 |
Locked |
QAM256 |
41 |
675000000 Hz |
8.7 dBmV |
42 dB |
37 |
0 |
30 |
Locked |
QAM256 |
42 |
681000000 Hz |
8.6 dBmV |
42.7 dB |
36 |
0 |
31 |
Locked |
QAM256 |
43 |
687000000 Hz |
8.1 dBmV |
42.6 dB |
32 |
0 |
32 |
Locked |
QAM256 |
44 |
693000000 Hz |
7.9 dBmV |
42.3 dB |
30 |
0 |
|
|
Upstream Bonded Channels |
Channel |
Lock Status |
US Channel Type |
Channel ID |
Symbol Rate |
Frequency |
Power |
1 |
Locked |
ATDMA |
17 |
5120 Ksym/sec |
16400000 Hz |
42.5 dBmV |
2 |
Locked |
ATDMA |
18 |
5120 Ksym/sec |
22800000 Hz |
41.5 dBmV |
3 |
Locked |
ATDMA |
19 |
5120 Ksym/sec |
29200000 Hz |
41.3 dBmV |
4 |
Locked |
ATDMA |
20 |
5120 Ksym/sec |
35600000 Hz |
41.3 dBmV |
5 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
6 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
7 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
8 |
Not Locked |
Unknown |
0 |
0 Ksym/sec |
0 Hz |
0.0 dBmV |
|
|
Downstream OFDM Channels |
Channel |
Lock Status |
Modulation / Profile ID |
Channel ID |
Frequency |
Power |
SNR / MER |
Active Subcarrier Number Range |
Unerrored Codewords |
Correctable Codewords |
Uncorrectable Codewords |
1 |
Locked |
0 ,1 ,2 ,3 |
193 |
702000000 Hz |
8.5 dBmV |
42.4 dB |
1108 ~ 2987 |
897103485 |
18372852 |
0 |
2 |
Not Locked |
0 |
0 |
0 Hz |
0 dBmV |
0.0 dB |
0 ~ 4095 |
0 |
0 |
0 |
|
|
Upstream OFDMA Channels |
Channel |
Lock Status |
Modulation / Profile ID |
Channel ID |
Frequency |
Power |
1 |
Not Locked |
0 |
0 |
0 Hz |
0 dBmV |
2 |
Not Locked |
0 |
0 |
0 Hz |
0 dBmV |
|
|
Extended Upstream Transmit Power |
Enable Extended Upstream Transmit Power (this is checked for 'Enabled') |
Current System Time:Wed Oct 11 17:08:43 2023
System Up Time:20:09:36
EDIT: Adding QOS info: Dynamic QOS is off (unchecked), Let Speedtest detect my bandwith (enabled), and Auto Update performance optimization db is checked.
Thanks for reading
J
Accepted Solution
BruceW
Gold Problem Solver
•
26.3K Messages
2 years ago
Perhaps not the source of the problem, but note that the CM1200 data sheet at https://www.downloads.netgear.com/files/GDC/modems/CM1200_DS.pdf says "Certified with Xfinity with speeds up to 800Mbps", and Comcast rates the CM1200 for use with plan speeds "up to 949 Mbps". Using devices on speed tiers for which they are not approved tends to produce unexpected results, often speeds well below the manufacturer's rating. Consider picking up one of the devices on https://www.xfinity.com/support/devices/ that is approved for Gigabit service, or dropping back to a lower tier.
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0
zandor60657
Contributor
•
204 Messages
2 years ago
You'd think their system would flag unsupported modems when you call in and they pull up your account and they'd say something about it before sending a tech out.
Any connection instability/glitches or do you just get a smooth 600-700 all the time? Your downstream power levels are on the high side, but signal-to-noise and error rates look good. The OFDM channel is supposed to have a lot of correctable errors, so don't worry about that.
The CM1200 could support the 1200 plan, but it still might not work right. Comcast sends out a settings file to the modem, and you might not get proper settings if your speed plan isn't supported by the modem, hence the unexpected results BruceW was talking about. The CM1200 does support link aggregation, and it might actually work properly since you have a Netgear router that supports link aggregation and even has a 10Gb SFP+ port. But it will never be officially supported at 1200 by Comcast. Comcast won't officially support anything over 949Mb on the CM1200 since they require a single ethernet port capable of reaching full plan speed. Link aggregation is often flaky and causes problems if you don't pair up the right equipment and I sure wouldn't want to deal with all the problems it can cause if I were running a consumer ISP. 2.5Gb ethernet is cheap enough at this point.
Sadly I think you're going to need a new router to get full speed on a 1200Mbps service plan with a supported modem. A supported modem will have a 2.5Gb ethernet port and so far I haven't seen one that supports link aggregation. Looks like your R9000 is a high end model from 2017 and doesn't have a 2.5Gb WAN port, so it'll top out at 949Mbps when paired with a modem that supports a 1200Mbps plan.
You'll just have to decide if you want to buy a bunch of new gear or lower your plan speed to something yours works with. You might consider renting a gateway for a month or two to test with. That way modem problems are Comcast's problem. Then once they sort it out buy your new gear and return the rental. You can put a rented gateway in bridge mode and keep using your router.
If you decide to buy new gear I'd suggest checking the full list of supported devices linked from https://www.xfinity.com/support/devices/ It's a .pdf file. They don't seem to have updated the web page with the Hitron modems that support increased upload speeds. Right now there are only 3 models that do- Hitron CODA, Hitron CODA56, and Netgear CM2050V. With a 1200 plan & no Comcast voice service (I'm assuming you don't have it since a CM1200 doesn't support it) you're probably looking at a CODA56.
They seem to be slowly adding modems to that list. At first it was just the two Hitrons. Then more recently they added the Netgear CM2050V, which is what I use. I have a Comcast phone line. Last Saturday I woke up to no internet service. After a little investigation I realized my CM2050V had crashed. I couldn't even bring up the admin page. So I power cycled it and everything came up as usual... or so I thought until I checked the modem admin interface. I had an upstream OFDMA channel locked, so DOCSIS 3.1 upload. I haven't gotten the increased upload speeds yet, but having an OFDMA channel means the mid split is done on my segment and it's coming.
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BruceW
Gold Problem Solver
•
26.3K Messages
2 years ago
Something strange is happening on that page. Before today, it listed "All Compatible Devices", but now if I'm logged in it only lists "Recommended Devices", a drastically reduced number of (expensive!) devices. If I open the page without logging in and enter a fake address I still get "All Compatible Devices", but who knows how long that will last?
I fear Comcast is moving us do-it-yourselfers closer and closer to the exit . . .
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zandor60657
Contributor
•
204 Messages
2 years ago
It looks to me like they're pushing all the devices that won't support their new "10G" network to the side. Eventually they'll kill off DOCSIS 3.0 support entirely. I think the "recommended" list is all the DOCSIS 3.1 gear they think they'll eventually get working with an upstream OFDMA channel. I feel a little sorry for anyone who bought a "Motorola" modem. Those are made by Minim, formerly Zoom prior to a merger, which is now contemplating bankruptcy and laid off 78% of their staff last month.
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jsav
8 Messages
2 years ago
Just wanted to say thanks for all the help - upgraded all my gear (and added a pad to lower DB) and this is what I am getting now:
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, theNetgear Cable Knowledge Basecan provide additional troubleshooting info.
Number Range
Codewords
Codewords
Codewords
I appreciate all the help - everything is ripping along now flawlessly. Last piece of the puzzle is getting a dual 2.5gb port router so I can plug modem into the WAN and then LAN the other to my 2.5gb PCIe card.... I am getting 1347mbps down and 41up at the router... thanks again!!!
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