chavacaneazy's profile

New Poster

 • 

5 Messages

Thu, May 6, 2021 4:09 PM

New CM1200 modem and new coax but only 400mbps down with Gigabit service

Following up on technician visit... A tech came out to troubleshoot issues with coax in the home and did discover that the coax needed a splitter as there was too much signal. My power levels are much better and correctable and uncorrectable errors are good. The tech however was not able to connect directly to my modem for direct testing. He could only test through my Wifi router so we couldn't determine if my slower speeds are due to modem or router. I am now wondering if the wrong config file was sent when I provisioned the new modem and that is why I can’t get up to my plan speeds (1200mbps). Has anyone had a similar experience where the Tech couldn't connect directly to the modem for testing?

The logs on the modem also show that Comcast is trying to push firmware version 3.1 when it should be 3.02.01. 

This post was escalated on May 6, 2021 by EG

Responses

EG

Expert

 • 

87.1K Messages

1 m ago

For a test, does a computer that is hardwired directly to the CM1200 cable modem (no router in the mix) have the same problem ? You'll need to power cycle/re-boot the CM1200 modem for the computer to be able to get an internet connection, and then again when you re-insert the router into the path.

New Poster

 • 

5 Messages

That's the next step. I need to get an ethernet adapter as we only have laptops without an ethernet port. The technician did connect directly to the cable and was getting +1200mpbs so I know it's either modem or router. The router is Asus AC1900 so it is capable of gigabit speeds as well. I'll probably try a factory reset of both. I've seen a lot of posts with issues on the Netgear CM1200 so thought it would be it since I haven't had issues with my router before, though this is first time I have speeds above 350mpbs.

EG

Expert

 • 

87.1K Messages

I can escalate your concern to a Comcast corporate employee that is available to these boards if you wish ? They can check and confirm that the correct speed configuration / bootfile is being pushed to the modem

New Poster

 • 

5 Messages

Yes that would helpful. Appreciate it!

EG

Expert

 • 

87.1K Messages

O/k done. Good luck !

Official Employee

 • 

217 Messages

Hi there @chavacaneazy! We would be happy to assist you. Can you initiate a chat and start with your full name and address? To start a chat, please click the chat icon in the top right of the page! Search for Xfinity Support, if needed. Talk to you there! 

New to the Community?

Start Here