Not Getting Gigabit Speeds

Hi,

I recently upgraded from Blast to Gigabit (1.2Gbps). My download speeds did not increase but my upload did. I then learned that my current self owned modem, Arris Surfboard SB 8200 is not compatible with that gigabit. Bought a Netgear CM2000, activated the modem with the Xfinity app and and all seemed good. However, still not getting gigabit speed. The download still seems stuck on the Blast speed of around 400 Mbps. Made several calls to support, the last one indicated that I would get a text asking if the issue is resolved and if not, the case would be escalated to the advanced team. This never happened. I did all the basic stuff , new cables, pc direct to modem, reboot everything, ect. Also, when using the previous modem, I was able to see the modem and its compatibility on this page, https://www.xfinity.com/support/devices/. Now the page never loads with the Netgear modem. Perhaps it is not provisioned correctly on the backend? The level 1 tech on my last call to support indicated he can connect to the modem and sees the gigabit file downloaded to it yet still not getting gigabit. What is the next step here? How do we get this resolved?

Thanks,

Steve

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steve1214

Frequent Visitor

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11 Messages

4 years ago

Just to add, seeing these errors in the Netgear CM2000 logs::

Tue Feb 08 00:12:01 2022	(Warning (5))	DBC-REQ Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Tue Feb 08 00:11:59 2022	(Critical (3))	SYNC Timing Synchronization failure - Loss of Sync;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Feb 07 23:59:54 2022	(Warning (5))	Dynamic Range Window violation
Mon Feb 07 23:59:54 2022	(Warning (5))	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Feb 07 23:59:54 2022	(Warning (5))	Dynamic Range Window violation
Mon Feb 07 23:59:54 2022	(Warning (5))	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1;CM-VER=3.1;
Mon Feb 07 23:59:54 2022	(Warning (5))	Dynamic Range Window violation
Mon Feb 07 23:59:54 2022	(Warning (5))	RNG-RSP CCAP Commanded Power Exceeds Value Corresponding to the Top of the DRW;CM-MAC=[Edited: "Personal Information"];CMTS-MAC=[Edited: "Personal Information"];CM-QOS=1.1

(edited)

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CCSean1

New Problem Solver

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318 Messages

Hello @steve1214, thank you for taking the time to reach out to us on the forums I hope you are doing well! I appreciate you giving us such a detailed explanation of what is going on and how we can help today. This is never the experience we want you to have as a valued member of the Xfinity family but you have reached the right team to help!

Can you send us a direct message with your first and last name and address to get started?

I no longer work for Comcast.

4 years ago

0

EG

Expert

•

118.3K Messages

Here's how....................

To send a direct message [private message]:

Click "Sign In" if necessary.

Click the "Direct Message" icon in the upper right corner or https://forums.xfinity.com/direct-messaging

Click the "New message" (pencil and paper) icon.

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.

As you are typing a drop-down list appears. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic replaces the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

[Permission from and credit given to BruceW].

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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steve1214

Frequent Visitor

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11 Messages

Sorry I didn't update sooner, i was able to track down the issue to my Win11 desktop and was able to resolve so I am now getting the correct speeds.

Thanks.

4 years ago

EG

Expert

•

118.3K Messages

@steve1214

Would you kindly share what the exact solution was with the community here so that other readers here may benefit, please ?

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

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steve1214

Not Getting Gigabit Speeds

steve1214

CCSean1

EG

steve1214

EG

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