Gigabit plan label shows 117 Mbps upload, but CM3000 has no upstream OFDMA lock and only gets ~41 Mbps

Hi, I’m trying to understand whether my Gigabit service is correctly provisioned for enhanced upload speeds.

My Xfinity broadband facts label for my 1000 Mbps plan shows:

Typical download speed: 1170 Mbps
Typical upload speed: 117 Mbps
Typical latency: 14 ms

I recently upgraded from a Motorola MB8600 to a Netgear CM3000. The CM3000 is connected from its 2.5 GbE port to the 2.5 GbE WAN port on my Asus ZenWiFi Pro ET12 router using a short Cat7 cable.

After the upgrade, download improved as expected, but upload did not:

2026/6/23 23:31 (CM3000): 1119.33 Mbps down / 41.05 Mbps up / 9.69 ms ping

I checked the CM3000 status pages. Hardware version is 1.01 and cable firmware version is V6.01.04. The modem reports DOCSIS 3.1, CM certificate installed, BPI+ enabled, and Cable Diagnostic status “Good.”

Current downstream levels look clean: downstream QAM channels have good SNR/power and 0 uncorrectables, and downstream OFDM is locked with 0 uncorrectables. The event log only shows startup-time T3/T4/SYNC messages around registration/reset, plus a TLV-11 unrecognized OID notice and a downstream profile assignment change after coming online. I don’t see ongoing errors in the log.

However, upstream OFDMA is not locked:

Upstream OFDMA Channels:
Channel 1: Not Locked, 0 Hz
Channel 2: Not Locked, 0 Hz

The modem is only using legacy ATDMA upstream channels:
10.4 MHz, 16.4 MHz, 22.8 MHz, 29.2 MHz, 35.6 MHz, and 40.4 MHz
Upstream power is around 42.8-43.3 dBmV.

Possibly relevant line context: there are no splitters or extra inside coax in my setup. The modem is connected with about 12 inches of coax coming directly from outside the house. I previously saw severe downstream impairments/uncorrectables on specific channels at this location with an MB8600, so if the account/provisioning looks correct, could this be a drop/tap/plant issue or a legacy filter preventing mid-split/OFDMA upstream?

This looks like I’m still on the legacy upload path/profile even though my broadband label says typical upload should be 117 Mbps.

Can an Xfinity employee please check whether:

- My service address/node is enabled for enhanced/Next Gen upload speeds
- My account is provisioned for the correct enhanced upload speed profile
- The CM3000 has the correct bootfile/config file
- The CMTS is advertising/allowing upstream OFDMA for my modem
- There is a legacy filter, drop issue, splitter issue, or plant issue preventing mid-split upstream operation

I’m happy to provide account details, modem MAC, and screenshots privately if requested.