Netgear CM1100 speed and connectivity issues not getting Gig speed

[jkoenigseker]

I recently moved into a new townhome where Gig speed is offered.  I purchased a Netgear CM1100 that is listed as a support gig speed modem.  I have had service since 3/31/2020 and never once have I received more than 400-500mbs a second, and I experience random internet dropouts.  Things I've done to troubleshoot:

1) Factory Reset Modem

2) Tried several different Cat5e and Cat6 cables

3) Tried two different Microsoft Surface Pro 5 PC's along with a Desktop PC (all of which I have confirmed are supporting 1gbs under the ethernet adapter settings

4) I've tried connecting the modem at the wall outlet, at the feed line coming into the house, and at the feed line outside the house coming from the street

5) I've tried going through the troubleshooting on the xfinity app as well

Nothing has worked.  I have attached the modem data event log, but it won't let me attach the other data.  I have tried going through the Xfinity chat but they are absolutely no help whatsoever.  Please someone, help me get this solved.

[plemans]

we'd also want the modem connections page. it under the basic tab under cable connection. 

this shows the line quality back to the isp.

what website are you using for testing on your desktop?  (try speedtest.xfinity.com)

the desktop you're using, what specs is it? even though devices are labeled for gigabit, not all devices can fully saturate it. Make sure you're directly connected to the modem for testing. Reason why is we want to ensure it isn't the router slowing down the speed. 

[jkoenigseker]

I have screenshots of everything with the data connected at both the wall outlet and the line coming from the street to my house, but how do I upload multiple images on here? The PC's I've used are two different Microsoft Surface Pro 5's connected directly to the modem via a usb 3.0 gigabit ethernet adapter, and I also tried using the Surface Dock that fully supports gigabit ethernet. My desktop PC is one I custom built with a dual Gigabit ethernet adapter on the motherboard. All of these devices have been testing via directly plugging in several different Cat5e and Cat6 cables from the modem into the different PC's. Additionally, every time I tried a different PC or cable, I power cycled both the modem and the PC. I haven't even tried setting up my r9000 with it yet since I noticed I wasn't getting the speed I should from my modem. The websites I used are speedtest.net and speedtest.xfinity.com

[plemans]

when you hit reply, click the choose file option

[jkoenigseker]

I'll try it when I get home, but before it would only let me upload a single image

[plemans]

Just add and submit and then redo

[jkoenigseker]

I was still having issues getting them to show up so I signed up for imugr

Here are the pics from the main line outside coming in from the street:

[img]https://i.imgur.com/hAwHEQ1.jpg[/img]

[img]https://i.imgur.com/rH5zNM0.jpg[/img]

[img]https://i.imgur.com/QvN7L0z.jpg[/img]

[img]https://i.imgur.com/buBTNT5.jpg[/img]

[img]https://i.imgur.com/YzcBlC7.jpg[/img]

[img]https://i.imgur.com/rXQajza.jpg[/img]

Here are the pics from the Outlet in my house:

[img]https://i.imgur.com/dbkAu1k.jpg[/img]

[img]https://i.imgur.com/Bq4GmzG.jpg[/img]

[img]https://i.imgur.com/iuJ24zD.jpg[/img]

[img]https://i.imgur.com/PbezAOq.jpg[/img]

[img]https://i.imgur.com/Y7VnzWh.jpg[/img]

[img]https://i.imgur.com/tMtyWnO.jpg[/img]

My ethernet adapter showing it's capable of 1.0Gbps

[img]https://i.imgur.com/3Z2CgRw.jpg[/img]

[plemans]

based off what you put, your line coming into the home looks pretty good. 

your outlet in the house has a few issues. It shouldn't drop your signal that much or throw the signal that much out of spec. You should have your channels within roughly 3.5dbmv of each other. I think I seen around a 6.5dbmv range. so check your splitter or whatever is in line between where the coax at the street and the outlet you're connecting on. but you're still not hitting full speed.

I'd start off by having your isp re-provision your modem. Maybe the wrong provisioning was sent.

If that doesn't help, I'd have them check the line to see if its something prior to the hub causing the issues. 

btw, just because the adapter says its gigabit, doesn't mean it can fully support gigabit speeds. Some older pc's or using a adapter (dock/usb device) can add in their own overhead.  

[jkoenigseker]

Thanks for your input and trying to help. I'll have to continue to try and get someone at Xfinity that actually knows how to help me because their reps haven' thelped much so far. I've been thinking it could be a provisioning issueas well.

Yes, I'm aware about older pc's not having gigabit compatibility, but my desktop pc did hit 960mbps once during a troubleshooting chat and I have confirmed with my Motherboard manufacturer that it supports gigabit via ethernet along. Additionally, the Surface Pro 5 and it's offical dock are both gigabit rated from both Microsoft and other people have gigabit speeds as well. That's all information I researched prior to posting and prior to signing up from Xfinity for gigabit internet. I wasn't gonna sign up and pay for a service that my pc's couldn't use. That's what lead me to purchasing this modem because my previous Arris modem maxed at 300mps.

[jkoenigseker]

Today I removed the splitter and used a coupler from Xfinity to connect the main line from the street to the feed line coming into the house.  Here are the results:

[img]https://i.imgur.com/Yqg5OSi.jpg[/img]

[img]https://i.imgur.com/7CiHleF.jpg[/img]

[img]https://i.imgur.com/5uZNSq2.jpg[/img]

[img]https://i.imgur.com/tGpBOC7.jpg[/img]

My speed hasn't changed at all, I'm still getting only about 300-500mbps.  We'll see if this helps with the dropouts at least.  I was finally given a case number that a chat person gave me saying they escalated this.  Hopefully I'll hear back from them and eventually get this solved.

[plemans]

---

@jkoenigseker wrote:

My speed hasn't changed at all, I'm still getting only about 300-500mbps.  We'll see if this helps with the dropouts at least.  I was finally given a case number that a chat person gave me saying they escalated this.  Hopefully I'll hear back from them and eventually get this solved.

---

The chat person with xfinity? You're levels look better but you've got erros with only being on system updtime 20 minutes. And you're getting resets set to the modem ever few hours "docDevResetNow" commands. It'd be good for them to inspect the lines/cmts

[jkoenigseker]

Sorry, meant to say with the Xfinity chat.  Hopefully I'll hear back from them soon.  I'll follow up with this post once I have Xfinity come out here.