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chavacaneazy
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Thursday, May 6th, 2021 4:09 PM

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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. 

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4 years ago

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EG

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111.5K Messages

4 years 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.

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chavacaneazy

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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.

4 years ago

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EG

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111.5K 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

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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4 years ago

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chavacaneazy

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5 Messages

Yes that would helpful. Appreciate it!

4 years ago

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EG

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111.5K Messages

O/k done. Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

4 years ago

XfinityAirelle

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2.7K 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! 

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

4 years ago

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