Hi,
I'm using Motorola MG8702 (firmware version 8702-19.3.9), and it's my own modem. My internet plan is only 300 Mbps down / 100 Mbps up. Although my download speed is over 300 Mbps, my upload speed is capped at 6 Mbps.
A customer service rep tried to update my modem's firmware version and provision a boot file; however, he said that he got an error message. He also mentioned that my modem couldn't handle my plan's speed, and he couldn't figure out a root cause for this issue.
Does anyone who uses MG8702 have this problem?
Shouldn't I get 30 - 40 Mbps upstream speed with this modem?
Is there any way to increase my upload speed?
Thanks.
I'd appreciate your input.
Edit:
I found this information on my modem's setting page.
| Upstream Bonded Channels |
 |
|
|
|
| Channel |
Lock Status |
Channel Type |
Channel ID |
Symb. Rate (Ksym/sec) |
Freq. (MHz) |
Pwr (dBmV) |
| 1 |
Locked |
SC-QAM |
17 |
5120 |
16.4 |
52.3 |
| 2 |
Locked |
SC-QAM |
18 |
5120 |
22.8 |
52.0 |
| 3 |
Locked |
SC-QAM |
19 |
5120 |
29.2 |
52.3 |
| 4 |
Locked |
SC-QAM |
20 |
5120 |
35.6 |
52.3 |
|
| Event Log |
| Log |
|
|
|
|
| |
Time |
|
Priority |
|
Description |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
No Ranging Response received - T3 time-out;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
09:38:45
Fri Sep 18 2026 |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
09:43:33
Fri Sep 18 2026 |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
15:27:42
Fri Sep 18 2026 |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
Time Not Established |
|
Notice (6) |
|
Honoring MDD; IP provisioning mode = IPv6 |
| |
16:32:02
Fri Sep 18 2026 |
|
Notice (6) |
|
DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
16:32:03
Fri Sep 18 2026 |
|
Notice (6) |
|
DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
16:32:10
Fri Sep 18 2026 |
|
Critical (3) |
|
UCD invalid or channel unusable;CM-MAC=DELETED;CMTS-MAC=DELETED;CM-QOS=1.1;CM-VER=3.1; |
| |
16:32:14
Fri Sep 18 2026 |
|
Notice (6) |
|
SW Download INIT - Via Config file d11_m_mg8702_default_c01.cm |
| |
16:32:15
Fri Sep 18 2026 |
|
Error (4) |
|
Code File Manufacturer CVC Validation Failure |
| |
16:32:15
Fri Sep 18 2026 |
|
Error (4) |
|
SW upgrade Failed after download - SW File corruption |
|
|
XfinityCarolyn
Official Employee
•
425 Messages
5 hours ago
I can understand why this is frustrating. Based on what you've shared, I wouldn't expect a provisioning attempt to fail without further investigation. The fact that the modem is reaching expected download speeds but not upload speeds suggests there may be an issue with how the modem is provisioned on the account rather than a simple bandwidth limitation. If you'd like, our team can take a closer look at the account and modem provisioning to determine whether the correct configuration has been applied and whether any additional troubleshooting or escalation is needed.
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