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Upgraded Modem Not Updated In Devices

Regular Visitor

Upgraded Modem Not Updated In Devices

This issue is with an owned modem, not one leased from Comcast/xfinity.

 

Last week I replaceced my Netgear CM500 cable modem with a Netgear CM1000 cable modem. I had no trouble getting the new modem registered/recognized and getting back online.

 

The issue is that my device list still shows the CM500 modem. My service is 400mbps down and the CM500 modem didn't support 400mbps speeds, which is why I replaced it. Speed tests over the last few days all top out around 302mbps down. It seems to me that the modem issue could affect my download speeds, if xfinity still thinks I have a modem that isn't capable of higher speeds.

 

It's the weekend, or I'd be doing an online chat about this issue. Suggestions please?

 

(removed full name)

Silver Problem Solver

Re: Upgraded Modem Not Updated In Devices


@jpfeife wrote:

This issue is with an owned modem, not one leased from Comcast/xfinity.

 

Last week I replaceced my Netgear CM500 cable modem with a Netgear CM1000 cable modem. I had no trouble getting the new modem registered/recognized and getting back online.

 

The issue is that my device list still shows the CM500 modem. My service is 400mbps down and the CM500 modem didn't support 400mbps speeds, which is why I replaced it. Speed tests over the last few days all top out around 302mbps down. It seems to me that the modem issue could affect my download speeds, if xfinity still thinks I have a modem that isn't capable of higher speeds.

 

It's the weekend, or I'd be doing an online chat about this issue. Suggestions please?

 

John Pfeifer


I'm not sure this would work, but... you could go to your nearest Xfinity Store and see if they can correct your Account, if that is the issue.  I have found that they can do just about anything related to my account.


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Expert

Re: Upgraded Modem Not Updated In Devices

What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1

Please post the *Downstream Power Level*, the *Upstream Power Level*, and the *SNR* (Signal to Noise Ratio) numbers.

Is this a WiFi connection ?



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Regular Visitor

Re: Upgraded Modem Not Updated In Devices

This is a wired Ethernet connection.

 

Here's everything from the modem's cable connection status info:

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</tabindex=-1>
Procedure Status Comment
Acquire Downstream Channel 663000000 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</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power SNR / MER Unerrored Codewords Correctable Codewords Uncorrectable Codewords
1 Locked QAM256 29 663000000 Hz -12.9 dBmV 37.5 dB 2120684207 0 0
2 Locked QAM256 1 483000000 Hz -10.0 dBmV 39.8 dB 2119262892 0 0
3 Locked QAM256 2 489000000 Hz -10.0 dBmV 39.9 dB 2119266217 0 0
4 Locked QAM256 3 495000000 Hz -10.1 dBmV 39.7 dB 2119270159 0 0
5 Locked QAM256 4 507000000 Hz -10.9 dBmV 39.4 dB 2119273884 0 0
6 Locked QAM256 5 513000000 Hz -10.8 dBmV 39.4 dB 2119277175 0 0
7 Locked QAM256 6 519000000 Hz -10.6 dBmV 39.5 dB 2119282421 0 0
8 Locked QAM256 7 525000000 Hz -10.5 dBmV 39.5 dB 2119284488 0 0
9 Locked QAM256 8 531000000 Hz -10.7 dBmV 39.4 dB 2119347439 0 0
10 Locked QAM256 9 543000000 Hz -11.3 dBmV 39.0 dB 2119351805 0 0
11 Locked QAM256 10 549000000 Hz -11.8 dBmV 38.8 dB 2119355436 0 0
12 Locked QAM256 11 555000000 Hz -12.0 dBmV 38.7 dB 2119359194 0 0
13 Locked QAM256 12 561000000 Hz -11.9 dBmV 38.6 dB 2119362443 0 0
14 Locked QAM256 13 567000000 Hz -12.1 dBmV 38.6 dB 2119366676 1 0
15 Locked QAM256 14 573000000 Hz -12.1 dBmV 38.4 dB 2119369509 1 0
16 Locked QAM256 15 579000000 Hz -12.0 dBmV 38.5 dB 2119373409 1 0
17 Locked QAM256 16 585000000 Hz -12.2 dBmV 38.4 dB 2119382557 3 0
18 Locked QAM256 17 591000000 Hz -12.5 dBmV 38.1 dB 2119386559 1 0
19 Locked QAM256 18 597000000 Hz -13.0 dBmV 37.8 dB 2119390584 3 0
20 Locked QAM256 19 603000000 Hz -13.0 dBmV 37.8 dB 2119395151 1 0
21 Locked QAM256 20 609000000 Hz -12.6 dBmV 38.1 dB 2119397606 1 0
22 Locked QAM256 21 615000000 Hz -12.3 dBmV 38.1 dB 2119402384 3 0
23 Locked QAM256 22 621000000 Hz -12.5 dBmV 38.0 dB 2119405448 8 0
24 Locked QAM256 23 627000000 Hz -13.1 dBmV 37.6 dB 2119419581 1 0
25 Locked QAM256 24 633000000 Hz -13.5 dBmV 37.2 dB 2119480106 0 0
26 Locked QAM256 25 639000000 Hz -13.4 dBmV 37.4 dB 2119484406 1 0
27 Locked QAM256 26 645000000 Hz -13.3 dBmV 37.4 dB 2119488234 1 0
28 Locked QAM256 27 651000000 Hz -13.1 dBmV 37.5 dB 2119492447 2 0
29 Locked QAM256 28 657000000 Hz -13.0 dBmV 37.6 dB 2119495917 1 0
30 Locked QAM256 30 669000000 Hz -13.1 dBmV 37.5 dB 2119497065 0 0
31 Locked QAM256 31 675000000 Hz -13.2 dBmV 37.3 dB 2119497526 0 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0 0

<tabindex=-1>Upstream Bonded Channels</tabindex=-1>
Channel Lock Status Modulation Channel ID Frequency Power
1 Locked ATDMA 1 30100000 Hz 48.3 dBmV
2 Locked ATDMA 2 36500000 Hz 46.3 dBmV
3 Locked ATDMA 3 17300000 Hz 47.8 dBmV
4 Locked ATDMA 4 23700000 Hz 47.8 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</tabindex=-1>
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, 255 159 722000000 Hz -11.9 dBmV 32.0 dB 1126 ~ 2969 66267214246 49462069618 0
2 Not Locked 0, 255 0 0 Hz -5.1 dBmV 0.0 dB 0 ~ 4095 0 0 0

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
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
Official Employee

Re: Upgraded Modem Not Updated In Devices

Hi there, jpfeife. Sometimes it takes a bit for the modem to actually show on your side. However, I want to take a look at your account and improve your experience. You reached the right place for help! Smiley Happy

 

Can you please private message me your full name? Thank you for posting to our forums. 
To send a private message, please click my name "ComcastMartin" then select "Send a Message" on the right side.
 

 


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Expert

Re: Upgraded Modem Not Updated In Devices

BTW, The downstream power is weak / out of spec on some channels. That can cause random disconnects, spontaneous re-booting of the modem, and speed and latency problems. It's a problem waiting to happen.....

In a self troubleshooting effort to try to obtain better connectivity / more wiggle room, check to see if there are there any excess/unneeded coax cable splitters in the line leading to the modem that can be eliminated/re-configured. Any splitters that remain should be high quality and cable rated for 5-1002 MHz, bi-directional, and no gold colored garbage types like GE, RadioShack, RCA, Philips, Leviton, Magnavox, and Rocketfish from big box stores like Home Depot, Lowes, Target, Wal-Mart etc. Splitters should be swapped with known to be good / new ones to test

If there aren't any unneeded splitters that can be eliminated and if your coax wiring setup can't be reconfigured so that there is a single two way splitter connected directly off of the drop from the street/pole with one port feeding the modem and the other port feeding the rest of the house/equipment with additional splits as needed, and you've checked all the wiring and fittings for integrity and tightness and refresh them by taking them apart then check for and clean off any corrosion / oxidation on the center wire and put them back together again, then perhaps it's best to book a tech visit to investigate and correct.



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Regular Visitor

Re: Upgraded Modem Not Updated In Devices

I will check the connections.

 

My setup was done by a Comcast contractor that did put my cable modem on the first cable of the initial 2-way splitter with all the other connections in the house on the other split.

Regular Visitor

Re: Upgraded Modem Not Updated In Devices

It's always the variable you don't think about...

 

I gave support a call and they were able to fix my issue. The root cause appears to be that while I have Comcast Voice service, I don't have that modem plugged in to my internet/cable connections. So, the system saw two modems, once which was inactive, so while I was able to get the new modem online it wasn't really set up properly in the billing system. Alexis tweaked things to recognize that I have a Comcast voice modem that is not active and a Netgear CM1000 that I use for my internet connection. It is now recognized in my devices and my download speed has improved. As I suspected might be the case the modem had the old Blast firmware and that was limiting my speed. Alexis loaded the newer Extreme firmware and now things are as they should be.

 

Thanks to everyone for their assistance.

 

 

Expert

Re: Upgraded Modem Not Updated In Devices

If you still have that weak downstream power problem, it should be addressed as well. It is a problem waiting to happen. Good luck !



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