Not seeing improved upload speeds after upgrading to a Netgear CM2000 DOCSIS 3.1 modem

I’m on the gigabit plan and my download speeds were as expected with my previous DOCSIS 3.0 modem and with the new Netgear CM2000 DOCSIS 3.1 modem.

However my upload speeds are the same, around 23 Mbps.

I spoke with support today and they said the modem is provisioned and everything looks good on their end and said there must be an issue with my modem and suggested, of course, that I use their hardware.

The Netgear CM2000 is on the list of supported modems for Xfinity and that’s actually how I picked it as one to buy. See https://www.xfinity.com/support/devices

That page even shows that my current modem is the CM2000. I purchased this brand new last week.

My issue seems similar to this post: https://forums.xfinity.com/conversations/your-home-network/sb8200-modem-not-achieving-100-mbps-upload-speeds/657a6693e4ada534519226cf

Unfortunately that user’s issue didn’t seem to get resolved.

Responses

Accepted Solution

BruceW

Gold Problem Solver

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26.5K Messages

7 months ago

... Netgear CM2000 ... upload speeds are the same, around 23 Mbps. ...

Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds introduced last year.

The CM2000 is not compatible with those speeds. Only a few retail devices are. See the "Next Gen" list at the top of the "All Compatible Devices" PDF linked near the bottom of https://www.xfinity.com/support/devices (at the moment that link points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). Also see:

For faster upload you need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF:

Hitron Technologies CODA or CODA56
Netgear CM2500, CM3000, or CBR750
ARRIS/Surfboard G20, G34, G36, G54, or S34
Ubiquiti UCI

The Reddit link (if they ever get the page back online) lists the approved devices as well as other requirements for faster upload speeds.

Comcast could make all of this much simpler and clearer, but they have chosen not to do so.

When you Comment on a post (by scrolling down to "Comment on this post here...") I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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user_r5e826

7 Messages

That is really helpful. I’ll return my CM2000 and grab a one of the compatible devices. Thank you!

I’m surprised that the Xfinity support person I talked to didn’t mention any of this. It's pretty frustrating that their reps don’t even know this.

7 months ago

XfinityKei

Official Employee

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1.6K Messages

7 months ago

@user_r5e826 Thanks for bringing your concerns to our team.

I’m here to help with your upload concerns. Can you tell us more about your setup?

Do you have a separate router, splitters, amplifiers etc. connected?

Are you plugged into your modem via ethernet or are you using Wi-Fi to connect?

Are multiple devices getting the same upload speeds?

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user_r5e826

7 Messages

It looks like the new modem I bought just wasn’t compatible with the “Next Gen Interent” speeds. I am returning the Netgear CM2000 and I purchased the Arris S34 which is on the “compatible” list per https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf.

It would've been nice if the device picker at https://www.xfinity.com/support/devices had more information, would’ve saved me a lot of hassle!

7 months ago

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XfinityKei

Official Employee

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1.6K Messages

@user_r5e826 Thanks for the update. We would like to follow up with you once you have your new device to check in on your upload speeds. What day works for us to follow up?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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7 months ago

0

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user_r5e826

7 Messages

I just installed my Arris S34 modem today and am still seeing ~23Mbps upload speeds.

7 months ago

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XfinityJeniece

Official Employee

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3.3K Messages

Hey there, user_r5e826, thanks for reaching out through Xfinity Forums regarding your new modem. I know how important it is to have the right speeds as I rely on my connection for work. We would be happy to take a look at your connection on our end.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon 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.

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

7 months ago

0

EG

Expert

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111.5K Messages

7 months ago

@user_r5e826 @XfinityJeniece

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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user_r5e826

7 Messages

I just used the Xfinity Assistant chat and the automated system was able to determine that my new modem wasn’t in the correct state in the billing system. After it resolved that I am getting improved upload speeds around ~175Mbps. Not anywhere near the 444Mbps the PDF mentions but far and away better than the ~23Mbps we were getting.

I see your device is in an incorrect state in the billing system. Please allow a few moments for us to correct that issue.
I have successfully changed the status of your device in the billing system. Is your issue now resolved?

7 months ago

0

XfinityJeniece

Official Employee

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3.3K Messages

I appreciate you reaching out to the Xfinity Assistant for help with your speeds, user_r5e826. If you are still having issues with your speeds we would be happy to take another look. However, I am glad you have seen an improvement in your connection! We want to ensure you are getting the right speeds! 😀

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

7 months ago

0

EG

Expert

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111.5K Messages

@user_r5e826 wrote;

After it resolved that I am getting improved upload speeds around ~175Mbps. Not anywhere near the 444Mbps the PDF mentions

That's just a max theoretical quoted speed capability. Not the upload speed of the tier that you are subscribed to.

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

7 months ago

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BruceW

Gold Problem Solver

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26.5K Messages

7 months ago

... Not anywhere near the 444Mbps the PDF mentions ...

The PDF lists what Comcast/Xfinity considers to be the maximum speeds for the device, but the speed they are offering you is almost certainly lower. You should be able to see the speeds you are subscribed to by logging in to https://www.xfinity.com/learn/internet-service, if the page is working (mine has been broken for several months).

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_r5e826

7 Messages

Good point. In my account I went into the “See your broadband facts” section and the "Typical upload speed” row has a value of "114.98 Mbps”.

7 months ago

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BruceW

Gold Problem Solver

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26.5K Messages

7 months ago

... I went into the “See your broadband facts” section ...

Those values are statistical averages over a very large number of customers and devices.

https://www.xfinity.com/learn/internet-service will report your subscribed Internet speeds -- IF it's working, like so:

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

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user_r5e826

7 Messages

For reference I was able to get to the page by going to https://www.xfinity.com/learn/internet-service/auth directly. Without the “/auth” it wanted me to enter my address and after doing so said there was already an account associated with the address.

The speeds listed:

Download speed: up to 1000 Mbps, Upload speed: up to 150 Mbps

6 months ago

0

Your Home Network

user_r5e826

Not seeing improved upload speeds after upgrading to a Netgear CM2000 DOCSIS 3.1 modem

BruceW

When you Comment on a post (by scrolling down to "Comment on this post here...") I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_r5e826

XfinityKei

user_r5e826

XfinityKei

user_r5e826

XfinityJeniece

EG

user_r5e826

XfinityJeniece

EG

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_r5e826

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_r5e826

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