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user_d9frp8
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Thursday, December 14th, 2023 11:04 PM

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Faster internet speeds not supporting the modem I just upgraded to.

I got an email saying my Netgear CM2000 is not supported, but the CM3000 is. As far as I can tell, the only difference between these is that the CM3000 is also a wifi router. 

Why is the CM2000 not supported?

Question

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Updated 

10 months ago

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XfinityJeniece

Official Employee

 • 

2.7K Messages

1 year ago

Hey there, @user_d9frp8 thanks for reaching out through Xfinity Forums. We are so excited for you to receive those new upload speeds! Currently, we are still working to add additional compatible devices to work with the new upload speeds. I would recommend you check back frequently to see if your modem has been added. I truly apologize for the inconvenience. 

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nickmo86

Regular Visitor

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4 Messages

1 year ago

And I can find the CM2050v listed as Recommended, but why not the CM2000?  The modems are the same, CM2050v just adds the telephone support.  Why wouldn't both be supported and recommended?

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XfinityMarcus

Official Employee

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1.2K Messages

@nickmo86, thank you for taking the time to reach out to us using the Xfinity Community Forums page. Our listing of supported equipment is constantly being updated so the device you referenced from Netgear may be added in the future.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

harmanly

9 Messages

1 year ago

@nickmo86 It turns out that even if a modem is certified by CableLabs, Xfinity also wants to do their own certification - well, make the manufacturer do the work and the Xfinity gives the nod. Reading between the lines, my take is this is at least partially an effort to force obsolescence of older/less-well-supported hardware. My understanding is one of the biggest support costs is dealing with [Edited: Language] consumer-owned hardware. For example, I had an MB8611 which per CableLabs is capable of 2.3Gbps/800Mbps. But the parent company that owns that brand is in trouble and likely will never put in the work to get it certified for the DOCSIS Mid-split tech required for the faster upload speeds.

So, just the other day, after many calls with Xfinity, I upgraded to a modem on their approved list of "next gen speed tier" modems - the CODA56 - and almost instantly I was getting the faster uploads. My 1200/200 plan regularly sees speeds of 1300/235. Here's that list, by the way: https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.11.22%20Full%20List%20of%20Compatible%20Devices.pdf

(edited)

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MartinaKi

New Poster

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2 Messages

1 year ago

Does anyone know when the NETGEAR CM3000 will be available for purchase in the US? I got the email about higher upload speeds too, and would like to use a netgear modem, as I already use one of their mesh system routers. I have googled for days now, but can’t find the CM3000 modem anywhere, not even on the Netgear website. 

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XfinityJeniece

Official Employee

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2.7K Messages

Hey there, @MartinaKi thanks for reaching out through Xfinity Forums regarding the Netgear modem. We are showing that the equipment is included on our support device list. I would recommend reaching out to Netgear directly regarding product availability. Let us know if you have any additional questions. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

user_j5jto6

3 Messages

I have the MG8725.  Will this be upgraded for the newest speeds?  I spent around $400 for this modem a year ago...

1 year ago

0

XfinityMarcus

Official Employee

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1.2K Messages

@user_j5jto, thank you for using the Community Forum to reach out. If you have a device that is not currently on the approved device list then there is always a possibility it may be added in the future. That said, there would be not timetable on that or any guarentee, so I would personally recommend looking into qualified equipment. You also have the option of renting an Xfinity gateway to guarentee connection speeds.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

blader

Contributor

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24 Messages

@XfinityJeniece​ would it be too much to ask that if Xfinity recommends the modem to at least provide a link so the customer doesn't have to spend hours googling the name to find out where it can be bought? I can't even find the cm3000 on Netgear's website! You sure it really exists? 

1 year ago

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XfinityThomasC

Official Employee

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2.2K Messages

Hello, @blader! You can search for the full list of compatible devices on this link https://www.xfinity.com/support/devices/#unauth. At this time that list does not include retailers to purchase these third-party devices. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

ViewAskew

2 Messages

1 year ago

The CM3000 does not exist, the coda56 is not available the coda does not offer multi gig speed. And the arris g54 is the only device actually available but its $600. This whole thing feels like a scam to get you to rent an xfinity device. 

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user_zargon3

2 Messages

The email says (for me) what follows. It is truly confusing why Xfinity would send out an email which lists CODA56 when the online tool leaves it out. The tool I refer to is https://www.xfinity.com/support/devices/#unauth   One might hope that there is some kind of movement in process to include CODA56! Someone might buy it based on the email Xfinity sent out to them and then be unable to use.

Your internet equipment is unable to deliver these new speeds, but here’s a list of compatible devices to purchase:
 
•
Hiltron Technologies CODA
•
Hiltron Technologies CODA56
•
NETGEAR CM3000
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NETGEAR CBR750
•
ARRIS SURFboard G54

(edited)

1 year ago

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user_zargon3

2 Messages

(edited)

1 year ago

0

Ericksonorama

Visitor

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1 Message

1 year ago

Hi, I am an Xfinity customer and I purchased my own: Netgear CM2000 modem and the Asus ROG Rapture GT-AXE16000. I have them both running on Xfinity since early 2023 with zero issues. 

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XfinityFrank

Official Employee

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1.1K Messages

Hi there @Ericksonorama ! Glad to hear service has been working great for you! The Netgear CM2000 does indeed work with our service, however it is not compatible with the faster upload speeds we are rolling out with our Next Generation upgrades new upload speed increase. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

martinakil

2 Messages

1 year ago

Hi Erick,

I have been using my own equipment for years too. Since last year I have the Orbi RBK852 Mesh system and my Modem is from Motorola. I have no issues either, but wanted to take advantage of the faster upload speed Xfinity offers now. With my setup I currently have an average uploads speed of 43 Mbps. 

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aamilo

New Poster

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14 Messages

1 year ago

Just wanted to add my frustration, as well.  I also received the email that I can now get faster upload speeds "IF" I upgrade my modem or lease from Comcast.  The part that frustrates and baffles me is that my modem (ARRIS / Surfboard SB8200) has the exact same DOCSIS 3.1 CableLabs certification, the same channels (which are 2 OFDM and 32 SC-QAM bonded downstream with 2 OFDMA and 8 SC-QAM bonded upstream) and shows faster speeds than the Hitron Coda and Netgear CBR750, yet somehow it's not good enough. ?????

I got the modem to future-proof myself and found my first issue when Comcast wouldn't bond the two 1G ports for faster download.  Ok, I can kind of understand that but why limit the upload?  If it can do 957Mbps down with 2/32 channels, then at minimum it can do 239Mbps up with 2/8 channels.  Likely it can do a LOT more upload considering it is faster than the CODA and CBR750 at downloads and they are rated at 456Mbps & 471Mbps for uploads with the same channel setup.  

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user_v7sn7y

2 Messages

I also received the email announcing faster upload speeds are available.  Whatever team made the decision to send that email did not think through the [unintended] outcomes.  Why point your customers to a product that is non existent?  Regardless, the playbook response is clear.  "We're sorry.  Here's a list of products" and "call someone else" (Netgear).  The outcome = customer confusion and frustration.  Better response would be "We made a mistake, will investigate availability with Netgear, and will send out a correction email". Unfortunately this is an unrealistic expectation.  But hey, the consolidation of ISPs, post 2001, leaves many consumers without viable competition.  The underlying message seems to be "take your frustrations elsewhere and/or take your service or leave it". I wasted many hours trying to determine how to obtain a Netgear CM3000.  Netgear advised me to call Xfinity. My local Xfinity store has no clue about that modem or the email I received. I tried the CODA56.  The connection wouldn't stay up. 

Anyhow, to the Xfinity rep that reads this.  I DON'T WANT YOUR APOLOGY. Don't waste your time.

1 year ago

0

martinakil

2 Messages

Netflix just put this modem on the market this week. It is $299 on their website. It belongs to their Nighthawk series. 
I have Xfinity gig speed and it almost quadrupled my upload speed, compared to the Motorola 3.1 docsis I had before. Download speed is about the same. I use an Orbi RBK852 mesh system as router, and it almost always surpasses the download speed I signed up for. 

10 months ago

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user_olako8

2 Messages

10 months ago

Just arrived 2024

New:

DOCSIS® 3.1 Cable Modem (CM3000)

Nighthawk® Mid/high-Split Multi-Gig 2.5Gbps Cable Modem

https://www.netgear.com/home/wifi/modems/cm3000/?cid=&utm_source=swrve&utm_medium=push&utm_campaign=q124-chp-push-orbi-cm3000-mar16-swrve-us

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