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Todd9
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8 Messages

Saturday, May 18th, 2024 5:49 PM

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Netgear CM3000 only getting 40 Mbps upload speeds on 200 Mbps plan.

Hello,

I replaced an old SB8200 that was working flawlessly to take advantage of my new upload capabilities.  I installed the Xfinity recommended CM3000 today but my upload speeds remain unchanged and only reach a maximum of 40 Mbps.

Question

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Updated 

11 months ago

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Todd9

Visitor

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8 Messages

11 months ago

Something changed since I first posted this yesterday and I've had a slight improvement.  I'm now consistently getting 980 Mbps download and 90 Mbps upload.  Still well short of my plans advertised 1200 Mbps download and 200 Mbps upload, however.

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XfinityFrank

Official Employee

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1.3K Messages

Hello there, @Todd9! Thanks for reaching out to us here on the Community Forum! Glad to hear you have had some improvement. Are you testing with ethernet directly to your modem or via WiFi?

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
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

11 months ago

0

Todd9

Visitor

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8 Messages

I'm testing it directly through ethernet.

11 months ago

0

XfinityFrank

Official Employee

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1.3K Messages

Thanks for confirming, @Todd9! I would be interested to check out your signal levels on my end and see what may be going on here. Please send a direct message to us by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section. Please include your full name and complete street address. Thanks! 

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
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

11 months ago

0

user_hhxhh6

1 Message

So I contacted Xfinity Support as requested and spoke to XfinityFrank as well as one other support person (it seemed to bounce back and forth between who I was speaking to).  It took over a full hour to confirm my identity because of some oddity in their system with primary accounts and manager accounts.  They finally confirmed a signal issue and helped set up an appointment for a technician to come today May 24 at 8am-10am.

I cleared my schedule and woke up this morning ready for a technician to hopefully solve my issue.  At around 8am it dawned on me I never received any confirmation call or text for the appointment.  I logged onto the Xfinity app and low and behold the appointment that used to exist no longer existed.  No explanation or contact at all from Xfinity that my appointment was cancelled.

My issue is still unresolved.

11 months ago

0

Todd9

Visitor

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8 Messages

That was from me apparently I was logged into my "Primary account" not my "manager account". 🙄

11 months ago

0

Todd9

Visitor

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8 Messages

11 months ago

Hello,

An Xfinity tech did show up as scheduled on the second attempt for an appointment.  He repaired some lines but said they needed to dig up another line for repair.  About a week later I was informed that repair was complete.

Our download speeds are now testing at 1500 Mbps, but our upload speeds still don't reach 100 Mbps and we're paying for 200 Mbps.  The highest test I've seen hit 95 Mbps with most around 90 Mbps +/- 5 Mbps.  Something is still not right.  I was told there'd be a follow up but haven't received any communication regarding that.

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XfinityGabriel

Official Employee

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2.2K Messages

 

Todd9, Thanks for reaching back out and sharing these details. I am sorry to learn that you never received that follow-up. We can help. To take a look at what's going on, we will just need to pull up the account. To get started, please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

 

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

11 months ago

0

Todd9

Visitor

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8 Messages

11 months ago

Update: Resolved.

We had another technician come out today.  We were told he wouldn't need to come inside but he did, thankfully my wife was home.  He told my wife there was a signal booster installed inside that needed to be removed and once he did that his device was registering 242 Mbps upload.

I excitedly went to speed test and was still getting only 90 Mbps upload.  I was starting to dig into modem settings and decided to reboot my modem and router as one last attempt before reporting back here.  That did the trick, my router speed test now showed 242 Mbps as well.

Thank you for the assistance.

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XfinityAmandaB

Official Employee

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2.1K Messages

 

Todd9 That is great to hear! Thank you so much for the update and for letting us know that our technician was able to get you taken care of. Normally this would not be a visit you need to be home for, but it seems once there they detected the issue with your signal booster, so I am also grateful your wife was home to make sure we were able to complete all the work needed at one time.  Thank you again for the chance to help! 

 

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

11 months ago

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