Visitor

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3 Messages

09/18/2026 11:57 PM

My Upload Speed Is Throttled at 6 Mbps (Motorola MG8702)

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
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Official Employee

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432 Messages

2 days 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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Visitor

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3 Messages

Thanks for your reply.

I just sent a message.

Expert

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121.4K Messages

1 day ago

@XfinityCarolyn @user_0axtgg 

The upstream power is too high / out of spec . That can cause random disconnects, spontaneous re-booting of the modem, speed, packet loss, latency problems, and the un-bonding of channels.

In an effort to try to obtain better connectivity / more wiggle room, check to see if there are any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/reconfigured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage from Home Depot, Target, Wal-Mart, etc. Splitters should be swapped with known to be good / new ones to test.

Also, check the coax cable for any damage such as cuts, nicks, abrasions, kinks, sharp bends, or animal chews.

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two-way splitter connected directly off of the drop from the street / pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.


Good luck with it !

Expert

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121.4K Messages

50 minutes ago

Quite welcome ! Good luck with it ! Please post back with how it goes.

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