COX GigaBlast Nightmare with CM1000

[XXorg]

I have a Netgear CM1000 Cable Modem connected to Cox. For two years, it has worked fine at 300Mps. Today, I ordered COX' GigaBlast service. They informed me the CM1000 is on their approved list - and that it would be "fine". Well, it's not. After waiting several hours and doing multiple reboots to get GigaBlast to kick in - the speed is stuck at 300Mps.

Their Tech Support reported everything was fine on their end - and that the issue is very likely the modem's firmware. Ok. So how do we upgrade it? Netgear says end uer's can't upgrade firmware, and to contact Cox, they provide it to them. Cox tells me they can't upgrade firmware on cable modems they don't supply and to contact Netgear. Endless loop.

Brilliant.

Anyone have any ideas?

This means no one who has Cox should ever buy Netgear.

[plemans]

do you have a screen snip of your connections page of your modem?  The locked channels, powere levels/snr,  and ofdm channels will help with troubleshooting. 

That can help.

Another deal is Netgear is correct in that they don't control the firmware on modems.  They do update the firmware and then they send that to the ISP. The ISP then has to update it in their system and certify it. It cost $ to do, so ISP's don't tend to update their firmware very frequently.  The firmware/partitioning is what the ISP sends to the modem and is what sets your speed and updates the firmware. 

Which version are you on? 

this page shows what the most recent firmware for your provider is.

https://kb.netgear.com/000036375/What-s-the-latest-firmware-version-of-my-NETGEAR-cable-modem-or-mod...

One thing you can do is to recontact the ISP and have them resend the partitioning file. they are able to do this. 

Another question is how are you speed testing? Many computers, routers,  and websites can't saturate a gigabit connection. 

What router are you using? Firmware on it? 

What is your computer?

Website you're speedtesting with?  some can't fully saturate gigabit so test a few websites. 

If you directly connection your pc to the modem, what speeds do you get? 

[XXorg]

I posted the screen. The cable modem is on V3.01.04 but Cox apparently wants V5.01. This is a WIndows 10 PC hardwired and the testing site I'm using is Cox's - which show up to 1 Gig

[plemans]

Here's what I'd try. 

You're line needs a bit of optimizing. Your power figures/errors are a little out of sync.

1. Remove any splitters, amplifiers, attenuators, cheap cables, extended runs, kinked coax lines.  Hook the modem up directly where the line enters the house. Rerun this same screen snip that you did.

2. contact cox again. I've had reps send the wrong configuration file before. Try talking to another rep to have them resend the configuration file/partition file. 

3. If that doesn't work, have them check your line. You're power figures vary to much and have quite a few errros in them. Most are correctable ones but its still a lot.