Visitor
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8 Messages
Not getting appropriate upload speed
Hi Yall,
So, my promotional rate ran out and I changed my plan to save some money. I switched to the Gigabit plan from the Gigabit Extra for two reasons. 1. To save some money. 2. Whiled I'd loose 200Mbps on the download side, according to the plan information on the website, I'd go from 30Mbps to 169.62Mbps.
When the new plan went into effect, it shows in my account as only 20Mbps on the upload side. After the change, speed tests show a max of 23Mbps.
I reached out to support to figure out what was going on. I mentioned the advertised speeds on the website and what the plan was showing in my account and my speedtest results. They would not directly answer the question on the discrepancy. They did do some troubleshooting and then at the end blamed my modem as "Not being compatible and tried to steer me into getting an xfinity gateway.
1. My modem is in the equipment compatibility list. It supports Docsis 3.1. Supports Docsis channels 32 down x 8 up (there are modems in the list that are well below this spec).
2. A modem compatibility issue was never mentioned when I talked to the rep about changing my plan.
2b. When I was changing my plan, the rep told me the new speeds were 1000Mbpsx20Mbps. When I mentioned the advertised speeds on the website in the broadband facts the rep had no clue what I was talking about.
3. I mentioned to the support rep that I had critical errors in my modem.
| 21:58:38 Fri Jan 10 2025 |
Critical (3) | UCD invalid or channel unusable; | |||
| 16:01:13 Sat Jan 11 2025 |
Critical (3) | Started Unicast Maintenance Ranging - No Response received - T3 time-out; | |||
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; | |||
| Time Not Established | Critical (3) | UCD invalid or channel unusable; | |||
| 05:51:03 Sun Jan 12 2025 |
Critical (3) | UCD invalid or channel unusable; | |||
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; | |||
| Time Not Established | Critical (3) | UCD invalid or channel unusable; | |||
| 23:32:08 Sat Jan 18 2025 |
Critical (3) | UCD invalid or channel unusable; | |||
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; | |||
| Time Not Established | Critical (3) | UCD invalid or channel unusable; | |||
| 00:39:51 Sun Jan 19 2025 |
Critical (3) | UCD invalid or channel unusable; | |||
| Time Not Established | Critical (3) | SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;; | |||
| Time Not Established | Critical (3) | UCD invalid or channel unusable; | |||
| Time Not Established | Notice (6) | Honoring MDD; IP provisioning mode = IPv6 | |||
| 14:40:30 Sun Jan 19 2025 |
Notice (6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.; | |||
| 14:40:32 Sun Jan 19 2025 |
Notice (6) | DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3 | |||
| 14:40:41 Sun Jan 19 2025 |
Critical (3) | UCD invalid or channel unusable; | |||
| 14:45:09 Sun Jan 19 2025 |
Notice (6) | CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; | |||
| 15:44:07 Sun Jan 19 2025 |
Notice (6) | CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A; | |||
| 15:46:01 Sun Jan 19 2025 |
Notice (6) | CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; |
I provided a screenshot of these errors for clarity to the rep and they completely disregarded it.
The rep also suggested I check with the manufacture. Manufacture specs for my modem show that its capable of 800Mbps upload. Yeah that's a result in the lab..but even if you half it, that's still higher than 2000Mbps plan which advertises a 306.02Mbps speed.
So what is actually the deal here? My download, despite showing 1000Mbps in my account, does actually hit the 1141.00 Mbps advertised on the website.
Another odd thing, ever since I've moved here, the signal coming off the pole has been screaming hot and not one tech, both remote or onsite, has ever said anything about it. I added a 6db forward path attenuator and a splitter to get it down (it was down to 1-3dBmV depending on the channel and day). At some point in the last little bit, its gone up again and is sitting at 7-8.5 dBmV (depending on the channel) which means if I removed the 6db forward path attenuator it would be 13-14.5dBmV and higher yet if I removed the splitter. Don't get me wrong, I'd rather it be too high than low as its easier to lower it than it is to bring it back up.
I don't suspect this is the problem with the upload speeds (the dBmV seems to be in the optimal range from what I can find).
Accepted Solution
sr9811
Visitor
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8 Messages
3 months ago
Final Update:
So, the issue is completely resolved at this time.
1st, My Motorola MB8611 was indeed incompatible with nexgen speeds, despite the fact that it supports Docsis 3.1. Comparing the MB8611 and Arris S34 side by side you can't tell where the incompatibility actually is. My suggestion is to go by their compatibility list, specifically the one they linked in this post as it more clearly denotes which ones are compatible with the nexgen speed tiers.
2nd. Despite going through the xfinity app and activating the Arris S34 correctly, their system only showed it as registered but not active. Xfinity corrected this on their end, reset the modem one last time, and after a traffic shaping correction on my end, I'm showing the full advertised speeds.
3rd and lastly, the mystery of the plan showing 20Mbps (upload) in my account. While not directly answered, after they marked the new modem as active, the plan in my account show the faster upload speed. The logical deduction here is that the upload speed was showing lower in the plan as that was the max they could deliver due to the incompatibility with the MB8611.
While its a bummer that I couldn't continue using my MB8611 due to the incompatibility, it has more than paid for itself. Thanks to all who assisted here as will as the support agents in the DM chat.
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EG
Expert
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110K Messages
3 months ago
@sr9811
Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete the pic. What you can do instead is to copy all of the text (instead of using an image) and paste it into your next post here, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The bot will not allow your post to be seen publicly.
(edited)
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EG
Expert
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110K Messages
3 months ago
No worries ! What is the exact make and model number of the modem ?
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EG
Expert
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110K Messages
3 months ago
@sr9811
Apologies that I lost track of your topic. I'll add that it is only the modems in the first list / top picture (Next Gen Speed Tier) that are compatible.
(edited)
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