Not getting new speed after upgrade, customer owned modem

After upgrading service to 300mbps, (Blast) from 100mbps, modem speed only changed for upload speed. Still stuck getting around 70mbs. Called support multiple times and spent a few hours troubleshooting. First one said it is a Netgear problem. Purchased another Motorola 7621, also the blame game, both brand new. They said all is fine but did see a computer glitch (unable to fix due to automation???). They also still showed my returned rented modem, local office said it is removed and don't see it. Near the end of last tech call I was fed up after the tech said they can upgrade me to 600mbps, meanwhile they can't get me to 300!!! This really set me off.

Anybody have any suggestions, I am listing the netgear connection status and event log. Troubleshooting steps included multiple resets, reprovision, factory reset, direct connection to outside line direct from pole. Speedtest.xfinity.com showed as plan speed 100.

CM500-100NAS

Startup Procedure

Procedure	Status	Comment
Acquire Downstream Channel	435000000 Hz	Locked
Connectivity State	OK	Operational
Boot State	OK	Operational
Security	Enabled	BPI+
IP Provisioning Mode	Honor MDD	honorMdd(4)

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Frequency	Power	SNR	Correctables	Uncorrectables
1	Locked	QAM256	1	435000000 Hz	-0.5 dBmV	44 dB	0	0
2	Locked	QAM256	2	447000000 Hz	-0.8 dBmV	43.7 dB	0	0
3	Locked	QAM256	3	453000000 Hz	-1 dBmV	43.7 dB	0	0
4	Locked	QAM256	4	459000000 Hz	-1.5 dBmV	43.5 dB	0	0
5	Locked	QAM256	5	465000000 Hz	-1.8 dBmV	43.1 dB	0	0
6	Locked	QAM256	6	471000000 Hz	-2.5 dBmV	42.7 dB	0	0
7	Locked	QAM256	7	477000000 Hz	-3.7 dBmV	42 dB	0	0
8	Locked	QAM256	8	483000000 Hz	-3.6 dBmV	42.1 dB	0	0
9	Locked	QAM256	9	489000000 Hz	-2.4 dBmV	43 dB	0	0
10	Locked	QAM256	10	495000000 Hz	-2.1 dBmV	43 dB	0	0
11	Locked	QAM256	11	507000000 Hz	-1.7 dBmV	40.9 dB	0	0
12	Locked	QAM256	12	513000000 Hz	-1.8 dBmV	43.3 dB	0	0
13	Locked	QAM256	13	519000000 Hz	-1.3 dBmV	43.5 dB	0	0
14	Locked	QAM256	14	525000000 Hz	-2.5 dBmV	42.7 dB	0	0
15	Locked	QAM256	15	531000000 Hz	-3.6 dBmV	42 dB	0	0
16	Locked	QAM256	16	537000000 Hz	-3.3 dBmV	42.2 dB	0	0

Upstream Bonded Channels

Channel	Lock Status	US Channel Type	Channel ID	Symbol Rate	Frequency	Power
1	Locked	ATDMA	75	5120 Ksym/sec	23700000 Hz	48.8 dBmV
2	Locked	ATDMA	73	5120 Ksym/sec	36500000 Hz	49 dBmV
3	Locked	ATDMA	74	5120 Ksym/sec	30100000 Hz	48.8 dBmV
4	Locked	ATDMA	76	5120 Ksym/sec	17300000 Hz	48.5 dBmV

Log

Time

Priority

Description

1970-1-1, 00:00:28

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

1970-1-1, 00:00:21

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2021-1-14, 19:00:25

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:01:5c:7c:12:67;CM-QOS=1.0;CM-VER=3.0;

2021-1-14, 19:00:18

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2021-1-14, 19:00:17

Critical (3)

No UCDs Received - Timeout;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

2021-1-14, 19:00:00

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:01:03

Critical (3)

No Ranging Response received - T3 time-out;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:01:5c:7c:12:67;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:54

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:53

Critical (3)

No UCDs Received - Timeout;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:36

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:24

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:23

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire FEC framing;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

1970-1-1, 00:00:20

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;CM-MAC=44:a5:6e:cd:42:88;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.0;CM-VER=3.0;

This conversation is no longer open for comments or replies and is no longer visible to community members.

Your Home Network

RichMStation69

Not getting new speed after upgrade, customer owned modem

No Responses!

New to the Community?