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ieatsoop
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Regular Visitor

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13 Messages

09/11/2026 7:32 PM

On 2/250 plan, 4 DS & 1 OFDM channels no longer locked

Since around Aug. 24 or a few days before that, of 32 DS channels, 4 are no longer locked (CH 29-32). And of the 2 OFDM channels, only 1 is locked. Prior to that, all 32 DS and 2 OFDM channels were locked and I was getting the correct speeds. Since this happened my download speeds have reverted back to about 1.2 - 1.3 gbps. US has not been affected. How can this be resolved as I'm no longer getting the bandwidth I'm signed up for? And what may have caused this change? The modem is a Netgear CM3000.

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2 hours ago

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XfinityEmilyB

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3.2K Messages

2 days ago

 

ieatsoop Thank you for posting on our community forum so we can make sure you're getting the correct internet speeds. I'd be reaching out as well if my speeds suddenly dropped. Are you using a separate router alongside your modem? Are you testing your speeds over WiFi or ethernet? 

 

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ieatsoop

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Hi @XfinityEmilyB,

Thanks for getting back to me. Yes, I'm using a separate router from the modem. I'm running speed tests from the router itself which is directly connected to the modem and using ethernet. Based on the screenshots I provided showing the downstream channels no longer locked when it always used to be, what could have caused this change? Shouldn't all downstream channels be in use? It appears to be the correlated to the slower speeds. How can this be resolved? I have rebooted the modem several times with no change. And the router gets rebooted weekly. Before this change, I would normally be getting 2gbps or better down and high 200mbps up. Hope you can help resolve this or escalate as needed.

Thanks and regards,

Charles

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1 day ago

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XfinityPaula

Official Employee

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2.3K Messages

 

ieatsoop I'm sorry I'm not sure what would have suddenly caused this trouble. We would want to bypass the router to test with a direct connection. This will help us see if the router is causing an issue or if there is an issue with the speeds reaching the modem. Are you able to bypass the router to run a test?
If we find that the connection is good to the modem, the router my simply need a firmware update. 

 

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.
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1 day ago

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ieatsoop

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13 Messages

1 day ago

Hi @XfinityPaula,

Just to clarify, I'm not going through the router. The router has built-in Ookla speedtest and I'm using the router to do the testing, which is basically a direct connection to the modem. The router is on the latest firmware. However, that does not address that 4 downstream and 1 OFDM channels are suddenly no longer locked when all these channels used to be. I think that needs to be addressed and that's beyond my control.

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XfinityPaula

Official Employee

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2.3K Messages

 

ieatsoop Thank you for clarifying. I'm happy to dig more into this to help bring your services back to the way they should be. 
Can you please send us a direct message with your name and service address? 
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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1 day ago

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ieatsoop

Regular Visitor

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13 Messages

23 hours ago

@XfinityPaula , thank you. I'll send a direct message as you suggested. Appreciate your time and your response.

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EG

Expert

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121K Messages

23 hours ago

@ieatsoop @XfinityPaula 

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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ieatsoop

Regular Visitor

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13 Messages

2 hours ago

UPDATE: Sep 15, 2026 07:13 - Rebooted my modem and I'm getting the correct speeds this morning. I will keep testing throughout the day to see if this holds up. 4 downstream and 1 OFDM channels are still unlocked, so no change there but I'm seeing proper speeds.

(edited)

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