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Netgear CM700 only gettng 400Mbps download speed with Superfast service
I have a Netgear CM700 cable modem that I own and Xfinity Superfast (800Mbps) internet service. I'm only getting barely 400Mbps download speeds. My modem firmware is V1.02.02. The latest firmware for this device per the Netgear website is V1.02.08. Here's a link to the page showing the latest firmware version for the CM700. It shows that the "Comcast (Deployed Firmware)" for the CM700 to be V1.02.08.
When you go to the Xfinity "Device Info" website and select devices with a 800Mbps download speed you'll see that the CM700 is listed as being supported at this speed.
https://www.xfinity.com/support/devices#results
You can also go to the Netgear website and download the product datasheet for the CM700 which states that it's "Certified with Xfinity with speeds up to 800Mbps".
https://www.netgear.com/images/datasheet/cable/cm700.pdf
So, with all these sources stating the CM700 will operate at speed up to 800Mbps, why does mine most times not even get to 400Mbps? It's because Xfinity can't put the correct version of firmware in my modem!!
I've contacted Xfinity support and they confirm that the reason for the slow download speed is that I don't have the latest firmware in my modem. They also say that it's Netgear's responsibility to update the firmware in the modem to the latest version, and that I need to contact Netgear for support on this issue. This is completely untrue. Here is Netgear's position extracted from their website. (see the above Netgear firmware version link) "NETGEAR provides your ISP with the latest firmware and your ISP updates your firmware. If your firmware is out of date, contact your Internet service provider (ISP) for assistance." The issue appears to be that the script that gets downloaded to CM700 to update the firmware has a bug in it which prevents the modem from doing a TFTP download of the latest firmware. The error is that the TFTP server which holds the firmware can't be found. These are the messages that appear in the CM700 event log following power on.
| Nov 04 2022 22:07:45 | Warning (5) | MIMO Event MIMO: Stored MIMO=-1 post cfg file MIMO=-1 |
| Nov 04 2022 22:07:57 | Notice (6) | SW Download INIT - Via Config file d11_m_cm700_extremespeed_c01.cm |
| Nov 04 2022 22:10:05 | Error (4) | SW Upgrade Failed Before Download - Server not Present |
| Nov 04 2022 22:10:05 | Error (4) | SW upgrade Failed before download - TFTP Max Retry Exceeded |
I'm not sure how to resolve this issue. I'm paying for 800Mbps Xfinity internet service, but only receiving barely 400Mbps service. Xfinity tells me that it's not their problem. That the problem lies with Netgear. However, Netgear clearly states that they provide firmware to the ISP and that the ISP is responsible for deploying firmware updates to the modem. This seems like a very simple issue to resolve. However, Xfinity continues to admit that this is not their support issue after spending many hours on the phone with them. Has anyone previously solved this issue? It would great if there was a way for me to get the firmware file and update it on my own. Buying another model modem could possibly be a solution, but I just bought this one because it was listed as being compatible with Xfinity on both the Xfinity and Netgear websites. However, there's also a good possibility that I could have a similar issue with a different model modem. This is all very frustrating. It would be great if Xfinity would just support the CM700 so it lives up to their advertised claims!
Thanks!
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