2 Messages
Upstream only 6mbps with Motorola MT8733 Provisioning problems 1.2gig Service plan
So my original modem was a Motorola MG8702 which worked great. When I first got my service I was getting 800 mbps and like 6mpbs upstream this was two years ago. Last year I upgraded to the 1.2GB service, so now I was getting around 940 Mbps downstream and 46 mbps upstream, which is good, ethernet can only handle 1gb anyways.... So I was having some weird disconnects every hour give or take a couple minutes. So I bought a new modem. Motorola MT8733. I activated it, then did a speed test, and it can't get past 6mbps upstream. I spoke with Motorola and they said its not being provisioned correctly. When I talked to Xfinity sometimes they say you will be good to go in 30 minutes. One agent said I need to call Motorola for them to provision my modem, now that is really interesting, never heard that one before. 4th time calling and Still getting 6mbps. Each time its the same [Edited: "Language"]. Yesterday agent said it got an error with the boot configuration. Yea I figured that because they are sending the wrong configuration for my modem, one agent said I actually have to lower my package to get the better upload speed. That makes zero sense, as my older MG8702 i was getting 40-46 Mbps upstream which was a few weeks ago. So how interesting is that? Anyone else out there having issues with their own modem?
Also my channel 33 Pwr (dBmV) has been between -9 and -11 which is way different then the rest of the channels which range from (0.6 to 3.9)
So they said someone will come out to check the lines. Today though is the first time its been a lot closer to the others -6.0. So maybe they did something for that other problem. I tested my modem at another location and that channel 33 was (-3.2).... So that kind of says something is wrong somewhere.
Here is the latest logs generated when they just tried to provision my modem yet again. One message that is interesting is "UCD invalid or channel unusable". Possibly the reason for the slow upstream. I have never seen that with my previous Motorola.
| 15:14:06 Web Apr 17 2024 |
Notice(6) | CMSTATUS:US_Diplexer_Mode_Change:TLV-84,42 | |||
| 15:14:08 Web Apr 17 2024 |
Notice(6) | CMSTATUS:US_Diplexer_Mode_Change_Ignored:MDD-TLV21,85 | |||
| 15:14:09 Web Apr 17 2024 |
Critical(3) | UCD invalid or channel unusable;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; | |||
| 15:14:15 Web Apr 17 2024 |
Notice(6) | Honoring MDD; IP provisioning mode = IPv6 | |||
| 15:14:26 Web Apr 17 2024 |
Notice(6) | DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;CM-MAC=xx:xx:xx:xx:xx;CMTS-MAC=xx:xx:xx:xx:xx;CM-QOS=1.1;CM-VER=3.1; |
CC_Tony
Retired Employee
•
1.4K Messages
1 year ago
@TheDexter
Thank you for taking the time to work with us via DM. I am glad to hear that our phone teams were able to get this resolved for you. I hope you have a great rest of your day and thank you again for your contribution to this board!
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TheDexter
2 Messages
1 year ago
Update to my upstream speed issue:
the supported upstream frequency range of the Motorola MT8733 is switchable between
5-42 MHz and 5-85 MHz (sub-split and mid-split) and is not compatible with high-split (5-204 MHz). This means that Xfinity will have to provision your device either for sub-split or mid-split and not for high-split.
I had two technicians come to my house, 1st one all he did was check my line condition and then said someone would call me within 24hrs to provision my modem. No one called. I had another technician come over on 4-20-2024, he called support and they supposedly tried to provision the modem again, all it did was reboot, and then they said it didn’t take the provisioning. So then the person he was talking to give him a phone number to the “customer security team”, which he tried to call and said it was over a 60 min wait. So he gave me the phone number.
I called the customer security team on 4-22-2024, after a 45min wait I spoke to some lady who then asked who gave me this number, and then said she could only help with email issues, and then she sent me to another tech. The next person actually knew what to do. Within 10minutes of our phone conversation, he told me to test my speeds now. What do you know, I was getting 41-43mbps upstream. A miracle has just been witnessed!
The big question is, what were the overseas support people sending to my modem? It appears all they were sending to my modem was a reboot signal! I was told two times by two different overseas support people that Motorola has to provision my modem. When I asked Motorola about this, here was their response: It's difficult for me to believe that they are unable to provision your device for the correct upload speed. As I mentioned previously, we, as the manufacturer, are unable to provision the unit for Xfinity's network. They should upload the correct configuration file to the unit. When I told the second Xfinity support that response, she still insisted Motorola has to provision my modem, and I argued with her, and then she hung up on me.
On one other chat with Xfinity support:
From one of my recent chat sessions:
There may some issue with the power Level on your modem that needs to be checked manually because I am receiving the error while completing the boot file update.
The receive power level for Upstream must be 0.0 dBmv and on your MOTO modem it is showing
8.0 dBmV which is in red that also may cause interruption while updating the boot file.
We have found some issues with the premise health and the results of the checks are listed. Don't worry, the next steps will help in resolving the issue.
✔ WiFi Configuration - Customer Owned Device
✔ No Xfinity Activation Attempt Found
✖ Modem Provisioning
✔ No High Temp Errors Detected from Gateway
✱ Speed to Gateway
Automation has determined that the customer’s internet connectivity issue is not a result of Xfinity Internet Service.
Another two times They would tell me they provisioned my modem and after 30 minutes your speeds will be great. That never happened.
Another agent told me that I have to reduce my speed package to get the higher upstream speeds. So how did my older modem MG8702 get 40’s mbps upstream with the same exact package?? So that was a bunch of nonsense they were feeding me.
So bottom line, the 800 Xfinity and chat will not resolve any issues, they will just continue to waste your time, and make you have to RENT a modem that requires you to have an app to do any advanced configurations. It also has a bug that if you have a device with an assigned IP, that it will show that the device as being offline even though its online and you can ping it. You cannot add any special configurations for that device because it thinks it’s offline. The app does not let you manually enter in an IP, it requires you to select an active host name. Complete JUNK.
They wasted my time, and two Xfinity technicians time who came on site to my home and unable to solve the very simple problem. Every agent I spoke with said rest assured we will resolve your issue.
One time they said we have successfully updated the boot file on your modem and now sending refresh signals to your modem. Yea, that didn’t work.
So over the past week, all I got was a run around of nothing. I might have been better off just calling the local grocery store and asking them to provision my modem.
(edited)
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