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.