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Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Frequent Visitor

Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

I've hit a wall and no matter how many times I explain myself every tech seems to shrug and say "that's weird" and give up. Maybe if I type it out I can get some help. To be clear everyone has been really nice, it just doesn't seem like anyone can help me.

 

I moved into a new apartment with a gigabit plan. They said they had to make me a new account, they then canceled my old plan and transfered the new gigabit plan onto my old account. Or maybe it was the other way, I still use the same login as I previously did is all I know.

 

I hooked up my old modem the CM600 which is DOCSIS 3.0 which I understood wouldn't get gigabit speeds. It got around 150mbps down and 5 mpbs up. This seems strange so I called in. The non-advanced tech said some stuff on the account looked strange and he changed some details and I got 450mbps down and 5 mbps up. (Ran multiple tests over a 30 min period of time on multiple devices)

 

That was much better but not the gig still, so they transfered me to the advanced team. They also said stuff looked strange on the account and "fixed it" which made my speeds worse, I now was back to 150mbps down and 5mpbs up. They than said sorry, I need to buy a new modem since it isn't DOCSIS 3.1 - I said I don't care if I get my full gig undo whatever you just did and get me back to my 450mpbs down. Then like a broken record they kept telling me it can't get any faster because I have a DOCSIS 3.0 modem... I then explained again that I was JUST at 450 mbps and like a broken record again.. blah blah DOCSIS 3.0. So... whatever I bought a DOCSIS 3.1 modem. Oh as a note this was all on the default boot file, not the gig one.

 

Now with the new modem the CM1000-AZNAS it gets a consistent 250mbps down and 35mbps up better.. still nowhere near a gig or even the 450 that I had on the old CM600 for a period of time. So I call in and a tech is sent. They check the wiring, they check the modem and they plug in an xfinity modem. Interestingly enough the xfinity modem gets almost the exact 450mbps download that I was getting on my old modem, but no higher. The tech checks everything, nice guy but shrugs and says probably should just cancel the gig plan and pay for the 250mbps. Since it doesn't look like a connection issue and the backend looks all good. Which sure it's fine if I can't get the full gig, but my modem is capable and things have been so inconsistent It seems like there's a bug with my account and I'm being capped on a teir that isn't my gig plan or something. I don't know. So I'm at a loss...

 

My building was just re-wired and I'm in downtown San Francisco. I'll paste the details from my modem below.

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 699000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 25 699000000 Hz 8.6 dBmV 40.9 dB 20713226 0 0
2 Locked QAM256 2 519000000 Hz 8.5 dBmV 42.2 dB 19243870 0 0
3 Locked QAM256 3 525000000 Hz 8.1 dBmV 41.9 dB 19246931 0 0
4 Locked QAM256 4 531000000 Hz 8.5 dBmV 41.9 dB 19246268 0 0
5 Locked QAM256 5 537000000 Hz 8.3 dBmV 42.2 dB 19263188 0 0
6 Locked QAM256 6 543000000 Hz 8.2 dBmV 42.0 dB 19267197 0 0
7 Locked QAM256 7 549000000 Hz 8.4 dBmV 42.1 dB 19270933 0 0
8 Locked QAM256 8 555000000 Hz 8.0 dBmV 41.9 dB 19274596 0 0
9 Locked QAM256 9 561000000 Hz 8.3 dBmV 41.9 dB 19278122 0 0
10 Locked QAM256 10 567000000 Hz 7.8 dBmV 41.7 dB 19282093 0 0
11 Locked QAM256 11 573000000 Hz 8.0 dBmV 41.8 dB 19285620 0 0
12 Locked QAM256 12 579000000 Hz 8.3 dBmV 41.9 dB 19289658 0 0
13 Locked QAM256 13 585000000 Hz 8.0 dBmV 41.7 dB 19293216 0 0
14 Locked QAM256 14 591000000 Hz 8.6 dBmV 41.8 dB 19296899 0 0
15 Locked QAM256 15 597000000 Hz 8.3 dBmV 41.8 dB 19300326 0 0
16 Locked QAM256 16 603000000 Hz 8.6 dBmV 41.7 dB 19304011 0 0
17 Locked QAM256 17 609000000 Hz 8.3 dBmV 41.8 dB 19308008 0 0
18 Locked QAM256 18 615000000 Hz 7.9 dBmV 41.4 dB 19311883 0 0
19 Locked QAM256 19 621000000 Hz 8.4 dBmV 41.5 dB 19315401 0 0
20 Locked QAM256 20 627000000 Hz 8.2 dBmV 41.1 dB 19319158 0 0
21 Locked QAM256 21 633000000 Hz 8.8 dBmV 41.4 dB 19322865 0 0
22 Locked QAM256 22 639000000 Hz 9.0 dBmV 41.5 dB 19327161 0 0
23 Locked QAM256 23 645000000 Hz 8.5 dBmV 41.2 dB 19330519 0 0
24 Locked QAM256 24 651000000 Hz 8.9 dBmV 41.1 dB 19333927 0 0
25 Locked QAM256 26 657000000 Hz 8.5 dBmV 41.0 dB 19337908 0 0
26 Locked QAM256 27 663000000 Hz 8.7 dBmV 40.8 dB 19341634 0 0
27 Locked QAM256 28 669000000 Hz 9.0 dBmV 40.8 dB 19345008 0 0
28 Locked QAM256 29 675000000 Hz 8.7 dBmV 40.4 dB 19348675 0 0
29 Locked QAM256 30 681000000 Hz 9.0 dBmV 40.9 dB 19352562 0 0
30 Locked QAM256 31 687000000 Hz 8.3 dBmV 40.7 dB 19368446 0 0
31 Locked QAM256 32 693000000 Hz 8.4 dBmV 40.9 dB 19354563 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 19300000 Hz 34.3 dBmV
2 Locked ATDMA 2 25700000 Hz 33.8 dBmV
3 Locked ATDMA 3 32300000 Hz 33.8 dBmV
4 Locked ATDMA 4 38700000 Hz 34.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 850000000 Hz 5.9 dBmV 38.5 dB 1348 ~ 2747 38714441 37726469 0
2 Not Locked 0, 255 0 0 Hz 5.0 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

 

Here are some errors in the event log

Screen Shot 2019-02-07 at 1.38.40 PM.png

 

 

Frequent Visitor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

What do I need to do to get help?? Tech support - useless. Advanced tech support - useless. In person tech - useless. Community forum - useless (so far) - is my only solution to say screw it and knock down my plan to 250 gigs?? No one will even tell me that.
Frequent Visitor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Now I'm getting 60mbps down and 40mbps up

 

This is crazy. The answer can't just be, "well too bad..." Here's my modem details after being on for 2 days.

 

I'll go buy the Arris modem today, see what that does.

 

Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency

<tabindex=-1>Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 699000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enable BPI+
IP Provisioning Mode Honor MDD IPv6 only

<tabindex=-1>Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 25 699000000 Hz 8.9 dBmV 40.9 dB 2784747219 0 0
2 Locked QAM256 2 519000000 Hz 8.6 dBmV 42.0 dB 2783357741 0 0
3 Locked QAM256 3 525000000 Hz 8.3 dBmV 41.9 dB 2783361787 1 0
4 Locked QAM256 4 531000000 Hz 8.7 dBmV 42.1 dB 2783352112 1 0
5 Locked QAM256 5 537000000 Hz 8.5 dBmV 42.3 dB 2783369173 0 0
6 Locked QAM256 6 543000000 Hz 8.4 dBmV 42.2 dB 2783373058 0 0
7 Locked QAM256 7 549000000 Hz 8.6 dBmV 42.2 dB 2783377224 0 0
8 Locked QAM256 8 555000000 Hz 8.2 dBmV 42.0 dB 2783379708 2 0
9 Locked QAM256 9 561000000 Hz 8.5 dBmV 41.9 dB 2783392262 2 0
10 Locked QAM256 10 567000000 Hz 8.0 dBmV 41.8 dB 2783396695 0 0
11 Locked QAM256 11 573000000 Hz 8.2 dBmV 41.9 dB 2783399772 0 0
12 Locked QAM256 12 579000000 Hz 8.6 dBmV 42.0 dB 2783403800 0 0
13 Locked QAM256 13 585000000 Hz 8.2 dBmV 41.7 dB 2783407940 0 0
14 Locked QAM256 14 591000000 Hz 8.8 dBmV 41.8 dB 2783411145 0 0
15 Locked QAM256 15 597000000 Hz 8.6 dBmV 41.7 dB 2783414959 0 0
16 Locked QAM256 16 603000000 Hz 8.8 dBmV 41.8 dB 2783418126 0 0
17 Locked QAM256 17 609000000 Hz 8.5 dBmV 41.6 dB 2783421972 0 0
18 Locked QAM256 18 615000000 Hz 8.1 dBmV 41.4 dB 2783426337 0 0
19 Locked QAM256 19 621000000 Hz 8.7 dBmV 41.6 dB 2783429762 0 0
20 Locked QAM256 20 627000000 Hz 8.5 dBmV 41.4 dB 2783432996 1 0
21 Locked QAM256 21 633000000 Hz 9.0 dBmV 41.6 dB 2783437028 0 0
22 Locked QAM256 22 639000000 Hz 9.2 dBmV 41.4 dB 2783441288 0 0
23 Locked QAM256 23 645000000 Hz 8.7 dBmV 41.3 dB 2783444942 0 0
24 Locked QAM256 24 651000000 Hz 9.2 dBmV 41.1 dB 2783447770 0 0
25 Locked QAM256 26 657000000 Hz 8.7 dBmV 40.9 dB 2783452359 0 0
26 Locked QAM256 27 663000000 Hz 9.0 dBmV 40.7 dB 2783456031 0 0
27 Locked QAM256 28 669000000 Hz 9.2 dBmV 40.9 dB 2783459547 0 0
28 Locked QAM256 29 675000000 Hz 9.0 dBmV 40.1 dB 2783462357 0 0
29 Locked QAM256 30 681000000 Hz 9.2 dBmV 40.9 dB 2783467163 0 0
30 Locked QAM256 31 687000000 Hz 8.6 dBmV 40.8 dB 2783483561 0 0
31 Locked QAM256 32 693000000 Hz 8.6 dBmV 40.8 dB 2783468847 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 19300000 Hz 34.3 dBmV
2 Locked ATDMA 2 25700000 Hz 33.8 dBmV
3 Locked ATDMA 3 32300000 Hz 33.8 dBmV
4 Locked ATDMA 4 38700000 Hz 34.0 dBmV
5 Not Locked Unknown 0 0 Hz 0.0 dBmV
6 Not Locked Unknown 0 0 Hz 0.0 dBmV
7 Not Locked Unknown 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 Hz 0.0 dBmV

<tabindex=-1>Downstream OFDM Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power SNR / MER Active Subcarrier Number Range Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked 0, 255 48 850000000 Hz 6.2 dBmV 38.8 dB 1348 ~ 2747 1360342483 959972174 0
2 Not Locked 0, 255 0 0 Hz 4.6 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

Current System Time: Sat Feb 09 09:04:36 2019 

 

Error Logs

 

Time Priority Description
2019-02-07, 13:51:21 Critical (3) Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=14:59:c0:f7:17:50;CMTS-MAC=00:01:5c:63:ec:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Notice (6) Honoring MDD; IP provisioning mode = IPv6
Time Not Established Critical (3) No Ranging Response received - T3 time-out;CM-MAC=14:59:c0:f7:17:50;CMTS-MAC=00:01:5c:63:ec:46;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f7:17:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Time Not Established Critical (3) SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-MAC=14:59:c0:f7:17:50;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;
Expert

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

I'm going to escalate your issue to the Comcast corporate employees that are available to these boards.  You should get a reply here in your topic. Good luck !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Official Employee

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

 

GigaNo, thanks for posting about your speed issues. If I had to guess I would say the issue on the account is related to the bootfile and there also may be health and signal issues outside your home. Let's start there. Please send me your full name via private message so I can access your account. 

 

KenF


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Yeah Ken messaged me on Saturday. Said everything looked fine... same as everyone else.

 

He did however mention an error at the plant by me... so maybe that's involed. I haven't heard back since that initial message.

 

I also sent him a picuture of the sidewalk at the cable line. A tree is leaning over quite a bit and has uplifted the sidewalk. People walking over the cable box cover accidentally flip it open sometimes, it's literally balancing on the wires and a little metal box in there that the main cable line runs into like a see-saw. I'm shocked I'm getting great signal with that going on...

 

Either way, I hope to hear back from Ken, we will see, I haven't had the best luck with any support from Comcast. In the meantime I'm going to try something, so I'm returning the Netgear and ordering the Arris modem.

Contributor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Arris makes a better Docsis 3.1 modem than netgear but don't get the Arris 6190 as it has bad hardware, not from them but the chip maker Intel and it affects many brands of modems, including Comcasts' own gateways. I have the Arris SB8200 and I've done a ton of research and it's the best of the best, FOR NOW, lol. Good luck! Smiley Happy

 

5th

Frequent Visitor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Thanks for the suggestion @FifthE1ement! I'm picking it up today and returning the Netgear. I've been getting 50mbps down all weekend on the CM1000 Smiley Sad 

 

I really hope this helps. 

Expert

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.


@FifthE1ement wrote:

Arris makes a better Docsis 3.1 modem than netgear but don't get the Arris 6190 as it has bad hardware, nh


FWIW, a DOCSIS 3.0 6190 modem will not be able to deliver their Gigabit speed tier anyway. Only a DOCSIS 3.1 modem will. This is Comcast's choice and it is governed by the config / bootfiles that they push.



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Contributor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Not 100% true as there are still some Comcast footprint areas I know of utilizing Docsis 3.0 and offering the gigabit internet via 32x8. I know areas in Pennsylvania and New Jersey to be exact. My cousin has the Arris 6190 on one of these such networks in Penn. He is able to pull 950Mb down as well! So it's possible but Xfinity doesn't like to do it as they don't want customers buying docsis 3.0 Moto 6140 devices and asking why they can't get gigabit speeds. Or place any non 32x8 modem in place of the 6140 so they simply say ONLY docsis 3.1. Also for network congestion the ofdm channel is extremely efficient. But in most areas, yeah, they will activate non docsis 3.1 modems on a gigabit plan but you will be stuck with 400Mb down and 5Mb up (they called it the default tier for me). So it really hampers your upload badly. Just get the docsis 3.1 as Amazon has a great deal on a refurb Arris SB8200 for like $120 I believe, which is AMAZING!

Expert

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

Your word. Whatever. 



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!
Frequent Visitor

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

I got the Arris SB8200 and it got me back up to my 250mbps down and 40mbps up

 

I also came home today to find the cable box on the street wide open and cables strewn all about, damaged. Looks pretty bad...

 

They really should send a tech out to fix this... I have no idea how to report it.  MaybeI'll call 311 maybe they will have comcast do something about it?

 

610leavenworth-damagedcable.jpg

Official Employee

Re: Nowhere near gigabit speeds with Netgear CM600, CM1000-AZNAS - Everyone seems at a loss.

GigaNo, sorry for the delay. I was out of the office (weekend) by the time I got your response. Will follow up with you in the private message thread. We definitely want to get out there to investigate those exposed underground cabling. 

 

KenF


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Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!