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Forum Discussion
Solved
CM1000 Xfinity issues
I am quite frustrated at this point. I had a CM600 modem to support Comcast's Extreme 150 service. I've had it for a few years and was consistently getting 160 to 170mbps speed from it. About thre...
Well it is finally fixed. The tech showed up today and I showed him the two frequencies that were having the problem. He checked outside, and then at the tap. He came into the house and said he needed to call a bucket truck in to fix it. I got a recorded call from Comcast that they were working to fix the issue. I got a second call an hour later that the issue was fixed. I ran a speed test and got a consistent 160mbps (yay!). I used the reset button on the modem and let it re-provision. All the signal/noise and power levels were good and there were no uncorrectable codewords. They didn't tell me what they fixed, but at long last, it is fixed.
Forgot to add the modem information:
| Hardware Version | 2.02 |
| Firmware Version | V3.01.02 |
| Cable Modem Serial Number | 4L0477W102A3E |
| CM certificate | Installed |
| CM MAC | b0:39:56:4b:b8:68 |
Are you doing the speed tests directly from the modem or do you have a router in between?
DarrenM
Yes DarrenM. It was the first thing I did. The same issue was happening on my CM300 and they said it was the modem so I bought the CM1000 brand new from BestBuy. Comcast even trenched a new thicker cable from the street junction to the box in the house, and replaced the split line that the modem was connected to to a direct line from the modem to the box. I had an open cased with them through @comcastcares on Twitter and I pinged them today demanding to be connected to L3 support. He said he saw noise in the signal and wanted to send a tech. I told him that's what you said the last time and they came out and replaced the cable. I've been in the software and hardware business for 40 years and I can tell when someone is minimally trained and just taking shots in the dark. Let me know if you need any other information.
Yes DarrenM. It was the first thing I did. The same issue was happening on my CM300 and they said it was the modem so I bought the CM1000 brand new from BestBuy. Comcast even trenched a new thicker cable from the street junction to the box in the house, and replaced the split line that the modem was connected to to a direct line from the modem to the box. I had an open cased with them through @comcastcares on Twitter and I pinged them today demanding to be connected to L3 support. He said he saw noise in the signal and wanted to send a tech. I told him that's what you said the last time and they came out and replaced the cable. I've been in the software and hardware business for 40 years and I can tell when someone is minimally trained and just taking shots in the dark. Let me know if you need any other information.
Part of the problem is your firmware
V3.01.02
3.01.04 is supposed to correct the issues with the ODFM channel dropping and fallback to DOCSIS 3.0 channels. Should be out by now. Uplug your modem from the power. Toggle your power button. Wait for 60 Seconds. Power it back up Check your verision.BigQuark So here's the latest update. Comcast came out to my house yesterday and their engineer also called Netgear. They replaced the CM1000 with a Comcast modem and it worked. Before they came, I had gone in to look at the modem stats and the logs and I noticed the firmware had been updated to V3.01.04. I am not sure when that happened, but in the last week my problems actually got worse. Sometime in the early evening or in the middle of the night, my speed would actually drop from 70mbps (should be 150) to 1mbps. The only way I could get back to the 70mbps was sending a reset signal to the modem through the Xfinity App. I at first tried to unplug the modem and wating 60 seconds, but even that didn't work. Comcast showed up at 8AM yesterday and I was up at 6AM. I did a speed test before they got there and it was back down to 1mbps so I sent another reset signal to the modem through the Xfinity app and that restored the modem to the 70mbps. Once they put their modem on, I am now getting 175mbps which is what I was getting with the original CM300 before this all started. They have waived the monthly modem fee and will waive it again until firmware comes out that fixes the problem. V3.01.04 does not seem to be the version that fixes it. If there are logs I can get off the modem, let me know how and I will send them to you. I figure if I power it on and connect it to the ethernet port directly, I should be able to log in at 192.168.100.1. Thanks for keeping me up to date and let me know what you need. Many thanks
Warm regards,
Joe Noonan
Hi, Can you post your Basic modem signal page and also under the Avanced Tab can youpost the Event Log page? Thanks!
