Visitor
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4 Messages
Arris G36 mid tier locked but still capped at 1000/40 after upgrade to 2000/250 plan
My G36 modem has an active OFDMA upload channel running at 4096-QAM, but upload is still capped at 40 Mbps after upgrading to a 2000/250 plan.
BOOT Version (CGR2.86C.703059.R.2306281215). DOCSIS FW Version (01.05.020.13.NCS). Can we confirm whether my config file still has the old upload limit?
Also, (within last 24 hours) there are eight T3 time-outs in 11 hours, each paired with profile failures on OFDM channel 193 (619–808 MHz).
Accepted Solution
gvieiii
Visitor
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4 Messages
13 hours ago
It was on the account side, not the wiring/tech side. When the account was run again to make the upgrade a second time, the modem was re-provisioned. After forcing a new bootfile, it now receives the updated speeds 2500/250.
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gvieiii
Visitor
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4 Messages
3 days ago
I would be happy to DM you with name and address and the event logs of my Arris G36 modem to determine why I have providing issues and whether the modem configuration file matches my upgraded plan,
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XfinityJeff
Official Employee
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1.4K Messages
3 days ago
Good morning @gvieiii, and thank you for reaching out to us on the Xfinity forums with your issue, I hope this message finds you well. I am sorry to hear that you are not getting the faster upload from your modem, but you have come to the right place for assistance. Could you please send our team a direct message with your full name and full address?
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message" icon (upper right corner of this page)
• Click the "Start new conversation" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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122.9K Messages
3 days ago
@gvieiii @XfinityJeff
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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