Visitor
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2 Messages
Upgraded to CODA56 modem - speed still slow
I recently upgrade my customer-owned cable modem from a NETGEAR CM500 to a Hitron CODA56 after being told my old NETGEAR modem did not support the faster speeds of my plan. I currently have a 400 Mbps download speed / 35 Mbps upload speed plan. After installing and activating my new modem using the Xfinity app, I'm only getting ~93 Mbps on any device on my network regardless of it being an ethernet or wifi connection.
Things I have tried so far (using other posts from this forum, and this (https://forums.xfinity.com/conversations/internet/answered-tips-for-troubleshooting-your-xfinity-internet-connection/602da481c5375f08cd7fbb7c)
- Waited more than 24 hours for Xfinity to provision the modem with the new speed (it's actually been over a week now).
- Power cycled the modem (many times).
- Sent a reset command to the modem through the Xfinity app.
- Connected a computer directly to the modem using a Cat6 patch cable.
- Verified that the signal speed between the modem and the computer is fast enough (it was 2.5 Gbps per the modem manual)
- Verified lights on the front of the modem are solid
- Verified that my network adapter is capable of fast enough speeds (It's on auto negotiation, but I've also briefly tried full duplex).
- I attempted to look at the signal levels of my modem. I am unable to access the CODA56 GUI despite following the steps listed here (https://ussupport.hitrontech.com/portal/en/kb/articles/how-do-i-access-the-gui-on-the-coda56) and setting the static IP. I was able to ping the modem just fine after changing to the static IP address, so I believe the issue is, per the top of that page, the firmware level which can only be updated by Xfinity.
- Verified that the splitter installed where the cable enters the house is a 5-1000MHz splitter, and is not corroded (splitter is a PCT-NGNII-3S GENESYS II 3-Way Splitter).
At this point I suspect the issue is either a provisioning issue from Xfinity, where I'm still getting the speeds assigned to my old modem, or a signal issue that I cannot check myself. Can someone help me check on these two possible reasons?
Thank you.
Accepted Solution
Manorite
Visitor
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2 Messages
4 hours ago
@EG Thank you for the reminder.
Here is what happened. I reached out to Xfinity Support via the DM as suggested. I was told that they found only my Coda56 in one system, and it was provisioned with the correct bootfile, but they saw the CM 500 in a pending deletion status in a backend system. After contacting the advanced support team, they were able to remove the old modem out of the backend system. After doing that I was able to get much faster speeds when connected directly to my modem. My pan is currently a 400 Mbps download plan (I'll be updating to a modern 500 Mbps one here after this), and I was getting only around 200 Mbps on the Xfinity speed test page but 456 Mbps on speedtest.net. After fixing another issue I had (apparently the CAT6 patch cable from the wall to my desktop PC was faulty) I have been able to regularly get 350 Mbps or more on my desktop running through my router, switch, and patch panel. Wifi speeds through my access points are also now regularly reading >350 Mbps. All seems well now, thank you for your help @XfinityJorge and @XfinityJustinC !
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XfinityJorge
Official Employee
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2.8K Messages
1 day ago
• Click "Sign In" if necessary
• Click the "Direct Message" 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
(edited)
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EG
Expert
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116.6K Messages
1 day ago
@Manorite @XfinityJorge
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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