Upgraded to gigabit internet, getting solid 32mbits

Hey all!

I recently upgraded from the 200mb plan to a gb plan. With the old modem I saw my speeds increase a bit and was getting 150mb down/6 up on my mac and 57 on my iPhone.

I got my new modem yesterday (ARRIS TG3482G). There were some activation issues and they had to activate it on their side. Once it came back up I started getting 27-33 mbits, hovering steady around 32. It's been 12 hours, about 4 troubleshooting, reading this forum, going through the awesome gigabit troubleshooting video and checklist that are posted here, and 3 support sessions with comcast where they just keep rebooting and resetting my modem and giving me a number for a robot that reboots the modem and then never calls me back.

salient details:

1. I have rebooted and reset the modem, rebooted my machines, tried multiple computers etc.

2. I did a hard factory reset with a paper clip.

3. I connected and activated through the xfi app, through customer support twice, and through the website once after resets.

4. I am getting a SOLID 32mbit on 4 devices connected to wifi, on comcast's speed test. I am getting the exact same speed on my home pc (a monsterous gaming pc with a gigabit network adapter) wired directly using CAT6. Every device I try I get the same exact speed.

5. I am getting 40mbit up, which is much faster than it used to be, across all devices. That's faster than the download!

6. I am no longer using any of my own networking hardware. This is just their xfi router/modem combo.

7. My account says 1 gigabit and says the connection to the modem is fine. The support staff says it looks fine and that I am getting the 1gb bootfile. (lvl 1 support). I can't find a reference to this file anywhere in the router admin portal. I even dug through the html. This uses php, not the asp some of the routers seem to.

8. The admin portal at 10.0.0.1 shows 4 locked up streams and a whole bunch of locked down streams. One of them has 200 or so errors, the rest have 0 correctable/uncorrectable errors. I'm not sure the best way to past that here.

9. The important line: SNR seems mostly fine but I'm getting -14 -> -16 signal strength. I've seen conflicting reports on what the range should be here (most say -6 -> 6, but some references say -15 -> 15... 16 is out of range anyway). So possibly this is a signal strength issue. I replaced the cable to the wall and get no change. The cable is as tight as I can get it.

10. I followed the cable and it comes through my garage from the street, to the box on the side of the house, and arround and directly to the modem. No splitters except for a signal booster in the garage that is plugged into an outlet. The modem is the only device attached to the cable. They put this cable in about 8 years ago now and I could burst up to 200mbits with no problems on my old modem.

11. I am running winMTR and besides the one node that is blocking the packet type everything else shows 0 % loss and a latency around 12ms (range 2-40).

12. Support doesn't seem to even understand what I am saying and they have been friendly but ultimately not helpful. The last guy, Alfredo, kept insisting it was fixed and would just take more time. He kept trying to get off the chat, asking me to reboot over and over... says he reset my router but not my modem. No changes. It's been 16 hours since the modem and over a week since the upgrade to 1gbit. It really feels like they are walking through a script (besides Alfredo being a little abrupt I have to say the others were SUPER NICE though). As I said earlier the escalation number they gave me is a robot that resets my modem but never sends me the follow up text it says it will and I can't get through to a real tech. I just got off chat with Alfredo and he says he filed a support ticket and a tech will be out eventually but can't tell me when. I also can't let anyone into the house due to covid concerns. He insisted it was fixed though, so I'm not sure how seriously he's taking it. Again, he kept trying to hang up on me or get me off the line. He said comcast would notify me "when the tech confirmed the problem was in my house". So for sure it's my problem, from his perspective.

13. Event logs only show a few ipv6 negotiation errors (82 and 24 config not set) but I have a ipv6 address assigned on the WAN and there aren't very many of them, mostly around reboots. Nothing in the system or firewall logs of note.

14. traceroute and ping tests from the onboard diagnostics section look good.

15. I've read a ton of similar posts (here, reddit, tom's hardware, regular internet searches), mostly people getting 200-400 instead of 900, but some people sub 100. Nothing  I tried from those posts worked.

- Can low signal strength manifest as a steady connection that has no problems, no latency issues, no lost packets, but is just slow and steady ?

- Wouldn't signal strength issues lead to at least SOME errored codewords ? I do see one channel has about 5k after 12 hours, literally 0 on ALL the others.

- This really feels like I'm being limited to 33 mbits by something. It is SO STEADY across all my devices and Mac, PC, ipad, 2 iphones. Or maybe it's limited to 1 channel for some reason ?

- Why would my old modem work at faster than advertised speeds with no problems on the same cable but going through another router ? (I even tried the same coax cable to the wall).

- Weird that upspeed is what it should be. That indicates that I have the right bootfile, right ?

- Is it worth buying and trying my own modem here just to see ? (Looking at the netgear r7200 and I am willing to spend my way out of this problem, I need fast internet for work)

- Is it worth trying my own signal booster ?

- Any ideas for other things I can try ? I'm a cloud engineer, so I get hardware and software and some network config but I'm not really a network engineer.

- I'm guessing the answer is "get a tech to look at your lines" and possibly "use the old modem until then", but it's just so STEADY. And stable, more stable than my old connection seemed to be.

Sorry for any frustration that is coming across here. I really do appreciate how friendly comcast support has been in general and I know they're doing their best and the higher level techs are busy, especially right now. It just hurts to hear it's fixed over and over.

- Can they see signal strength from their end to the modem ? They say it's fine but... something is broken, right ? That or the bootfile seem like the most likely things ? Or maybe some modem config setting...

Thanks for any help here! I know this is a lot. Pasted some stuff from the Xfinity network tab below (sorry for the formatting!):