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Hitron CODA56 on 2Gbps Plan - Not Provisioned for Next Gen Upload - OFDMA Channels Disabled
Hello Digital Care Team,
I require escalation for an advanced provisioning issue for my customer-owned modem.
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Modem: Hitron CODA56 (MAC: [Edited: "Personal Information"])
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Plan: 2 Gbps "Next Gen" Speed Tier
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Problem: My new, Xfinity-approved CODA56 is not being provisioned correctly. Download speed is correct (over 2 Gbps), but upload is capped at ~70 Mbps, not the 200 Mbps for my plan.
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Diagnosis: I have accessed the modem's GUI (at[Edited: "Personal Information"]) and confirmed the root cause: The OFDMA upstream channels are "Disabled" / "Not Locked." The modem is only bonding ATDMA channels. My event log also shows related critical errors.
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Troubleshooting: Standard reboots, factory resets, and remote re-provisioning signals from support have all failed. This is because the modem is being sent the incorrect, non-Next-Gen boot file.
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Request: Please escalate this to a technical agent who can apply the "special code" / "billing code" to my account to force the CMTS to push the correct "Next Gen" boot file that enables OFDMA. This is a known issue.
XfinityEricB
Official Employee
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2.8K Messages
18 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
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The "To:" line prompts you to "Type the name of a person".
Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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