Skip to main content
user_eny1rs
1st Topic

Visitor

 • 

1 Message

10/05/2026 1:25 PM

Xfinity Tier 2 Support Needed - Need escalation – 1000 Mbps plan only delivering ~28 Mbps across multiple approved modems

Hello,
I need help escalating a persistent speed and connectivity issue.Account details:
  • Plan: 1000 Mbps
  • Current modem: NETGEAR CM2500 (Xfinity-approved)
  • This is the third approved DOCSIS 3.1 modem I’ve tried
Problem:
  • I am only getting approximately 28 Mbps download.
  • When I connect a computer directly to the modem with Ethernet, the PC shows “no signal” / no connection.
  • Downstream Power is reading +10.6 dBmV (modem flags it as Poor / yellow). CM Status and Upstream Status are green.
  • Two technicians have already checked the coax and said the incoming signal is fine.
I have already tried basic troubleshooting, power cycling, different cables, and multiple approved modems. The issue remains the same.Please escalate this to Tier 2 / advanced technical support so they can:
  1. Check the provisioning / bootfile assigned to my modem
  2. Verify the correct speed tier is applied
  3. Review signal levels from your side
Thank you for your help.

Question

 • 

Updated 

20 days ago

36

1

0

Oldest First
Selected Oldest First
XfinityPeterH

Official Employee

 • 

3.2K Messages

20 days ago

 

user_eny1rs We would be happy to take a look at your account and work with you on a resolution. Please send us your full name and complete address via our DM.

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

0

0

forum icon

New to the Community?

Start Here