New modem and new plan, yet still seemingly receiving old plan's speeds to gateway

We recently upgraded our modem to a CAX80 and activated it on our old blast plan to make sure we could continue to use it for wfh. Once we activated it and verified we had a connection, we upgraded some time later to the gigabit+ 1200mbs tier.

We have waited more than the 24 hour period, hard power cycled the modem for a minute+ as recommended by Netgear, and have checked our modem's cable diagnostics page to make sure there wasn't an infrastructure->Cable modem issue (We have a low signal/noise and the power spec is in range enough to support higher bandwidth)

However, over multiple tests: First with an internet->gateway speed test, second via a device connected directly to the router through gigabit ethernet, and third via a 5ghz device that had a 800Mbps wireless link, we are unable to exceed our old tier's plans by much.

Is there a way to verify that the correct gigabit bootfile has been sent to our modem? Or that our old disconnected modem being on our account isn't somehow causing an issue?

Responses

zandor60657

Contributor

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204 Messages

3 years ago

What speed was your old plan and what are you getting on a speed test now? Gigabit ethernet should top out at 950 or so, and I'd expect 500 out of an 800Mbps WiFi link. 600 tops. Is it really 800 or is it 866? Just asking because 866 is what you get out of a typical dual stream WiFi 5 5GHz connection using 80MHz wide channels. I can get a little over 600 on an 866Mhz link to local machines and a little under 600 off the Internet.

AFAIK old modems still being on your account just cause Comcast to send you erroneous "you need to upgrade your modem" emails if your old modem wasn't fast enough for your new plan.

It's quite possible your connection is incorrectly provisioned. One time mine dropped back to what I had when I first signed up back in 2017 when I installed a new modem. I often find going to the nearest Comcast store is the easiest way to get billing and provisioning issues fixed, so you might consider that if you have a store nearby.

Also, WFH? Are you using company owned equipment for testing? Some corporations load really obnoxious security software on company issued machines. Like my company issued laptop has ESET antivirus on it and the antivirus software uses a ton of CPU when running a speed test and it limits speed to a little over 500Mbps. My personal machines get 1400-1430Mbps down on a speed test on my 1200/35 Gigabit Extra plan, though of course they have 10Gb or 2.5Gb LAN connections. If you have antivirus or other "internet protection" software running try running a speed test with task manager (or the Mac/Linux equivalent) open and watch your CPU load. Another thing that happens on x86 CPUs is it starts out faster then the speed drops when the CPU runs out of turbo budget if you have this sort of software running.

user_89a09b

Visitor

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4 Messages

@zandor60657 300-325'ish down 12 up, old plan was around 275-325ish down depending on how good the old modem was feeling.
866mhz was the 5ghz speed the client was connected to, but we also have an internet->gateway tester in the router software that supports gigabit and it reports the same speed as an internet->client. Clients tested with had fast enough speeds to compensate for software-side network interface operation of at least more than 300mbs.

The provisioning is why I was asking about being assigned the correct bootfile. The cable diagnostic and links look fairly identical to how it was assigned on our old CM1000, and it isn't even using all the available OFDM channels (though that might just be an xfinity thing).

The signals are also down in the 30's for noise and power is between 0-2 (actually one of the last channels is slightly negative), and all diagnostic lights are green.

Have company-owned equipment, but was not using company-owned equipment to test speeds.

3 years ago

zandor60657

Contributor

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204 Messages

3 years ago

What was the plan speed on the old plan? Not what you were getting, what Comcast said the speed was. If everything is working well you should get more than plan speed with good equipment, as Comcast tends to overprovision a bit. +20% or so as best I can tell. I got 700-720 when I had 600, 1400-1430 with 1200, and got a pretty solid almost 180 for a few days when they oopsed and set my speed to 150 after I upgraded my modem until I stopped by the store and had it set to 1200. The thing I'm wondering here is if you were getting your plan speed or better on the old plan. Yes or no doesn't definitively determine if you have a line problem, but I'd definitely suspect one if you weren't getting full speed on your old plan.

For signal to noise you want higher numbers, but over 35 is in-spec. Power in the 0-2 range is perfectly fine. It wouldn't hurt to post your signal stats and error logs. Just be sure to redact any MAC addresses and routable IP addresses from the error logs. Comcast considers those personal private information and won't allow them to be posted.

user_89a09b

Visitor

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4 Messages

@zandor60657 It was blast pro 'up to 300mbps'

Cable Diagnostic

Status: Good

Action: Your setup looks fine. If you are still experiencing an internet issue, the Netgear Cable Knowledge Base can provide additional troubleshooting info.

Internet Access: Good

Downstream Status: Good

    Downstream Power Level: Good

    Downstream SNR: Good

Upstream Status:  Good

    Upstream Power Level: Good




Startup Procedure
Acquire Downstream Channel: 507 MHz   Locked
Connectivity State:          OK       Operational
Boot State:                  OK       Operational
Security:                   Enabled   BPI+


Downstream Bonded Channels
Channel LockedStatus Modulation ChannelID  Frequency        Power       SNR   Correctables Uncorrectables     
      1     Locked     256 QAM     20     507000000 Hz     2.4 dBmV     37.8 dB     0     0
      2     Locked     256 QAM     17     483000000 Hz     2.4 dBmV     37.8 dB     0     0
      3     Locked     256 QAM     18     489000000 Hz     2.4 dBmV     37.8 dB     0     0
      4     Locked     256 QAM     19     495000000 Hz     2.2 dBmV     37.6 dB     0     0
      5     Locked     256 QAM     21     513000000 Hz     2.3 dBmV     37.8 dB     0     0
      6     Locked     256 QAM     22     519000000 Hz     2.1 dBmV     37.7 dB     0     0
      7     Locked     256 QAM     23     525000000 Hz     1.9 dBmV     37.6 dB     0     0
      8     Locked     256 QAM     24     531000000 Hz     1.9 dBmV     37.6 dB     0     0
      9     Locked     256 QAM     25     537000000 Hz     1.8 dBmV     37.5 dB     0     0
     10     Locked     256 QAM     26     543000000 Hz     1.6 dBmV     37.4 dB     0     0
     11     Locked     256 QAM     27     549000000 Hz     1.5 dBmV     37.4 dB     0     0
     12     Locked     256 QAM     28     555000000 Hz     1.4 dBmV     37.3 dB     0     0
     13     Locked     256 QAM     29     561000000 Hz     1.5 dBmV     37.3 dB     1     0
     14     Locked     256 QAM     30     567000000 Hz     1.6 dBmV     37.3 dB     3     0
     15     Locked     256 QAM     31     573000000 Hz     1.5 dBmV     37.3 dB     1     0
     16     Locked     256 QAM     32     579000000 Hz     1.4 dBmV     37.3 dB     1     0
     17     Locked     256 QAM     33     585000000 Hz     1.4 dBmV     37.3 dB     0     0
     18     Locked     256 QAM     34     591000000 Hz     1.7 dBmV     37.4 dB     0     0
     19     Locked     256 QAM     35     597000000 Hz     1.8 dBmV     37.3 dB     0     0
     20     Locked     256 QAM     36     603000000 Hz     1.6 dBmV     37.3 dB     0     0
     21     Locked     256 QAM     37     609000000 Hz     1.3 dBmV     37.3 dB     0     0
     22     Locked     256 QAM     38     615000000 Hz     1.2 dBmV     37.3 dB     0     0
     23     Locked     256 QAM     39     621000000 Hz     1.3 dBmV     37.2 dB     0     0
     24     Locked     256 QAM     40     627000000 Hz     1.3 dBmV     37.2 dB     0     0
     25     Locked     256 QAM     41     633000000 Hz     0.9 dBmV     37.1 dB     0     0
     26     Locked     256 QAM     42     639000000 Hz     0.6 dBmV     37.1 dB     0     0
     27     Locked     256 QAM     43     645000000 Hz     0.5 dBmV     37.1 dB     0     0
     28     Locked     256 QAM     44     651000000 Hz     0.5 dBmV     37 dB     0     0
     29     Locked     256 QAM     45     657000000 Hz     0.6 dBmV     37 dB     0     0
     30     Locked     256 QAM     46     663000000 Hz     0.3 dBmV     37 dB     0     0
     31     Locked     256 QAM     47     669000000 Hz     0 dBmV     36.9 dB     0     0
     32     Not Locked     Unknown      0     0 Hz     0.0     0.0     0     0


Upstream Bonded Channels
Channel   LockedStatus  ChannelType ChannelID   SymbolRate        Frequency       Power     
      1       Locked       ATDMA      3       5120 Ksym/sec       22800000 Hz       38.0 dBmV
      2       Locked       ATDMA      5       5120 Ksym/sec       35600000 Hz       39.0 dBmV
      3       Locked       ATDMA      4       5120 Ksym/sec       29200000 Hz       38.8 dBmV
      4       Locked       ATDMA      2       5120 Ksym/sec       16400000 Hz       37.3 dBmV
      5       Locked       ATDMA      1       2560 Ksym/sec       10400000 Hz       39.5 dBmV
      6       Locked       ATDMA     11       2560 Ksym/sec       40400000 Hz       41.0 dBmV
      7       Not Locked       Unknown      0       0       0       0.0
      8       Not Locked       Unknown      0       0       0       0.0


Downstream OFDM Channels
Channel   LockedStatus  ProfileID  ChannelID    Frequency       Power       SNR/MER    ActiveSubcarrier    Unerror    Correctable   Uncorrectable
      1     Locked     0 ,1 ,2 ,3     48     688000000 Hz     0.08 dBmV     36.2 dB     1108 ~ 2987     1924360648     1901524370     46
      2     Not Locked     0      0     0 Hz     0 dBmV     0 dB     0 ~ 4095     0     0     0


Upstream OFDMA Channels
Channel   LockedStatus    ProfileID    ChannelID    Frequency       Power
      1     Not Locked     0      0     0 Hz     0 dBmV
      2     Not Locked     0      0     0 Hz     0 dBmV

3 years ago

user_89a09b

Visitor

•

4 Messages

Contacted phone support and we were able to quickly resolve this once we reached a tech. Was some minor software glitch preventing the correct boot file from being sent.

3 years ago

Your Home Network

user_89a09b

New modem and new plan, yet still seemingly receiving old plan's speeds to gateway

zandor60657

user_89a09b

zandor60657

user_89a09b

user_89a09b

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