Hello! Thank You for taking the time to reach out, here on the Community Forum. We are here to help. Let’s run through a few steps and questions, OK?
Can you please check the cable connection between the wall and the modem to be sure that all cable connections are finger tight? Is there a splitter or amplifier in the line between the wall and the modem?
Are you using Xfinity equipment or a personal modem?
Are you using a personally owned router?
When you test, are you using a wired or wireless connection?
Have you attempted a speed test with multiple devices?
@XfinityTravis , This is [Edited: "Language"] CUT to the chase and take the modem and hook it directly to where the cable first comes into the house at the splitter behind the Comcast Box outside the house....approximately 3' in front of that splitter in my case. Use Cat6 Ethernet cable from a laptop with a 1GB Ethernet Card. I did this test today after spending 2 hours with support (big waste of my time once again) where we finally scheduled a tech to come to my house because he assured me that I will not be charged anything if nothing needs to be repaired or replaced inside my house. I am not going to give the tech any opportunity to test anything inside my house except to show me he can consistently get 600 MBps at the point where the cable comes into my house behind the box that is outside my house where they have a resistor set to regulate and make sure I don't get more than i am paying for. I know this because the tech that repaired my line the last time I went through this ordeal where Comcast tries to force me to rent their equipment. The support tech showed me the exteme speeds the new cable was capable of to that point where it is set for what i am paying. I will bet that after tomorrow I will finally be getting 600 MBps and I won't have to suffer through calling Xfinity support [Edited: "Inflammatory"]
Hello @Sope! Thank you for reaching out to our community forum. I appreciate you sharing your experience and bringing this to our attention. This is never the feeling we want you to have. Could you please send our team a direct message with your full name and full address? I'll be happy to help and look into this for you.
I've already spent waaaaaayyyyyyyy too much of my time tied up with the hoops necessary to get a knowledgable human being for Xfinity Internet Support. https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c
Thank you for your feedback, I understand. It's important to us that you're able to get the most out of your Xfinity services and we'd appreciate the opportunity to help out. We'd like make this process as simple and easy as possible, and resolved as soon as possible. We can review the account specific details in private and work together to be sure you're all set for success with your speeds. We want to help ensure everything is running smoothly and that you're happy with your Xfinity services.
I am an Official Xfinity Employee. Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation. Was your question answered? Please, mark a reply as the Accepted Answer.
@XfinityThomasA Calling Xfinity tech support is a nightmare. 1.Get rid of the Automated Operator that makes me reboot my modem no matter what I am calling about even if it says "I see you rebooted your modem". 2. Get front line support that is willing to listen instead of make you do everything you already did.
3. Don't make people call back 4 times to finally get a tech that says "your modem is no longer compatible and you will now have to pay more money to get the speeds we are forcing you to pay for". But anyhow, I do not recall at any time, before the support tech came to my house today, that I was told to make sure I buy a Docsis 3.1 Modem. I was just told to look at the list of "compatible devices' to help me pick one. i ordered a a Netgear CM-100 because the list said it was compatible with my plan of 600MBps. After I recieved my modeom and hooked it up it could not even peform past the speeds of my old modem. I went back out to see that the compability list said it was not compatible and that my plan is 1GBps. All total BS and I found out today when the support technician arrived that "everyone just looks at the speed" but I need a modem that is DOCSIS 3.1.
Maybe being a 'retired LAN Admin (years ago) since a accident basically took me out of the field....I should have known this but at least 6 comcast phone support techs I called over the past 2 weeks that wasted my time with reboot tests did not tell me I needed a docsis 3.1 modem.
I am not getting the speed I am paying for and I am also not happy with the hoops I have to jump through to get good support representative that knows what they are talking about and also doesn't make me go through all the basic steps once I tell them that I did all that before I called them because I have over 10 years experiences as a LAN Tech and LAN Administrator for a Major Corporations. I was upgraded (without notification) by Xfinity from 400 MBps to 600 MBps. I only discovered this once i called and said I was only getting speed tests of 100 MBps when i was supposed to get 400 MBps. I had to hang up in frustration and keep calling back until I could get a tech that 1. Knew what a Gibabit Ethernet Card is. 2. could send me to speedtest.xfinity dot com instead of xfinity.speedtest dot com which will possibly give you a virus if you click on one of the links there.....had to debate with her that she was clicking a shortcut or bookmark and reading that label to me instead of the correct URL...got frustrated and hung up and called back...finally was told "they are making speed changed today"...so I waited one more day....then I was told my modem is no longer compatible with the new speed...that was correct...thus I browsed the web page Xfinty has for modems that are approved to meet specifications for the speed i have....I purchased one of those modems (NOT FROM Xfinty, not giving them that satsifaction) and TO THIS DATE I AM GETTING NOWHERE NEAR 600 MBps on a consistent bases with a Netgear CM-600 that is rated for 900 MBps and approved for "my plan" on Xfinity's site.
Meanwhile, It is my opinion that speedtest.xfinity dot com is rigged to constantly show slow speeds so that you call them and they can ultimately sell you a modem rental. Originally when my issues started it was only showing 49MBps. Once i bought my replacement modem that is rated at 900 MBps, while hooked directly to the modem with a laptop or PC with a 1GB Ethernet Card I would test at 56MBps maybe once in 10 tries at speedtest dot net by Ookla wich is the site most people I know use and it the site that Xfinity Support reps tell me to use if I manage to get one that is more knowledgeable than just the knowledge required to try to sell me equipment upgrades.
Too this date, I am not happy with being upgraded (complimentary) to speed I don't need when I was perfectly happy with 400 MBps and always tested at 400 to 450 with my previous Netgear CM-500. I am being told I will not be charged any extra. This is not true. They pulled this trick on me before when they did a "complimentary upgrade" from 300MBps to 400 MBps. once my plan for 300 MBps expired I was given no reasonable choice of speed for price except to settle for staying at 400MBps for $20 more per month than i was paying. They will pulll the trick again once my plan for $69/month expires. I already see the only 2 choices of internet only that are available to me. One is 900 MBps for $79 for one year and 1200 MBps for $79 for two years. I don't need either of them. I was happy with 400 MBps at $69 and I was even happier with 300 MBps at $49 which a friend of mine is at and that is only available to him because he is a "new customer" and this is his first year. I have been with Comcast Xfinity for 23 years..they keep baiting and switching me to charge me more money and then I have to argue with them about what I am seeing with my speed tests and that I know I need to hook directly to the modem and 2 out of 3 techs don't even know what an Ethernet Card is when I say I am directly connected to the internet modem with a laptop or PC using a 1 GB Ethernet Card. It is also extremely frustrating to have to jump through the hoops that their Artificial Intelligent tech makes me jump through every time I call. I already rebooted my modem before I called and the Artificial Intelligent (human being replacer) actually tells me it knows that but makes me do it again before I can even have a chance to talk to a human being...NO RESPECT FOR MY TIME.
To this date, I am not consistently getting the speed I am paying for, or at least 3 out of 3 speed testing sites say I am not. Today I tried to talk to a representative to get a support tech to come and test the line from my house to where it connects to the telephone pole across the street. This was done 2 or three years ago and the line was replaced. This could be the problem again. The tech told me I would have to pay a service charge for that. I hung up. I think that tech is a hack. I heard what sounded like toddlers in the background. There is no way I should have to pay for a support tech from Comcast Xfinity to check connectivity from the line at the telephone pole to where it connects to my house.
Before deciding to come write this I ran a test and got 260 MBps, nowhere near 600 MBps that I am paying for. Right now I just ran a test and got 118.13. Before Comcast Xfinity decided to upgrade me to 600MBps I consistently tested at 400MBps or over 400MBps, sometimes up to 450MBps and never under 400 MBps at speedtest dot net.
Meanwhile, there are lots of articles online saying Comcast Xfinity has a lot of complaints from home users not getting the speed they are being charged for and here is an article, one of several I have seen over the years, that says they practice Speed Throtelling....in other words they share your speed with your neighbors....which is one reason I refuse to rent equipment and pay for my own. IMHO, the only reason Comcast Xfinity is able to get away with this is that they are a Monopoly and in many areas, like where I live, there Comcast Xfinity has no competition. IMHO, this is an issues that Comcast Xfinity Customers should take up with their District Representatives. I wrote to my district representative. If you are experiencing the same issues you should write your District Representative too. I was upgraded to 600MBps forcing me to buy new equipment to get what I am paying for and I am not even getting the 400MBps that I had before they made the changes.
I purchase the 1.2G plan...........this is the same avg day night and or hooked directly to modem. My exhausting research concludes that I am NOT getting my speeds that I pay for. Top line equipment fully capable of obtaining the promised speeds. As with OP so done with hoops and ladders.
My experience with this back last March. 1. your Cable to your modem needs to be at least RG6. Better yet RG6 Quad shield. It is possible you are in a house with RG5 or worse. I rewired mine to resolve 80% of my problem. 2. If you are paying for 1 GB download you will need a Docsis 3.1 Modem. I am only paying for 600 MBps and thus my Docsis 3.0 Modem works fine now that I replaced the cable run from the Comcast service box to where my cable modem sits. 3. If you run a speed test on Microsoft Spywere, uhem Microsoft Windows 8.0 and up, you need to download an app like "Speedtest from Oookla" from the Microsoft Store. Running the speed test from a web browser on windows will return poor results. Also make sure you don't have any other applications open while running the speedtest app. Make sure your antivurus active scanner is not affecting the speed test.
With all this said, ever since I resolved my issues by running new RG6 Quad Shield cable through my house, I get the speed I pay for sometimes. I get slightly better than the speed I pay for some times. I do not get it all the time. I am convinced that Comcast Xfinity shares "my speed" with the neighbors at peak usage times (evenings, weekends, big game on, maybe YellowStone or a popular streaming media series is on). There is no use in arguing with them. They will just let someone 1/2 your age mouth off to you. They need to make the money off us so they can give it to the Corporate New Liberal Normal's food stamp snap and Medicaid qualifiers for free so that Biden can say he made Internet Free just like The Sheriff of Blazing Saddles made sure everyone had a free track and trace device called a smart phone. They gotta make sure everyone has internet so that they can hook up everyones devices to The New Liberal Normal and tax everyone based on their "carbon footprint". They can't possibly do this and guarantee everyone gets 1GB at all times. That's why they say "UP TO whatever you are paying for". Its BS but you gotta realize that The New Liberal Normal is actually Corporate. They care about new sign ups more than they care about existing customers and that's why they treat new customers better than existing customers and its kind of like the immigration policy.
@Sope got the new cable direct to modem with no change. My hardware all support speeds up to 1.7 in wifi.
Smash the GbE barrier with Intel's next-gen wireless solution which enables gigabit wireless performance, provides smooth video streaming and better gaming experience, with speeds up to 1.73Gbps.
I can help you troubleshoot the speeds if you'd like! It sounds like you have a pretty good setup, but it never hurts to run a few signal tests from our end to see if we can improve them at all! If you'd like to do so can you reach out privately?
CCTravis
Problem Solver
•
546 Messages
3 years ago
@user_6d0ae2
Hello! Thank You for taking the time to reach out, here on the Community Forum. We are here to help. Let’s run through a few steps and questions, OK?
Can you please check the cable connection between the wall and the modem to be sure that all cable connections are finger tight? Is there a splitter or amplifier in the line between the wall and the modem?
Are you using Xfinity equipment or a personal modem?
Are you using a personally owned router?
When you test, are you using a wired or wireless connection?
Have you attempted a speed test with multiple devices?
Thanks!
6
0
Sope
New Poster
•
11 Messages
3 years ago
I am not getting the speed I am paying for and I am also not happy with the hoops I have to jump through to get good support representative that knows what they are talking about and also doesn't make me go through all the basic steps once I tell them that I did all that before I called them because I have over 10 years experiences as a LAN Tech and LAN Administrator for a Major Corporations. I was upgraded (without notification) by Xfinity from 400 MBps to 600 MBps. I only discovered this once i called and said I was only getting speed tests of 100 MBps when i was supposed to get 400 MBps. I had to hang up in frustration and keep calling back until I could get a tech that 1. Knew what a Gibabit Ethernet Card is. 2. could send me to speedtest.xfinity dot com instead of xfinity.speedtest dot com which will possibly give you a virus if you click on one of the links there.....had to debate with her that she was clicking a shortcut or bookmark and reading that label to me instead of the correct URL...got frustrated and hung up and called back...finally was told "they are making speed changed today"...so I waited one more day....then I was told my modem is no longer compatible with the new speed...that was correct...thus I browsed the web page Xfinty has for modems that are approved to meet specifications for the speed i have....I purchased one of those modems (NOT FROM Xfinty, not giving them that satsifaction) and TO THIS DATE I AM GETTING NOWHERE NEAR 600 MBps on a consistent bases with a Netgear CM-600 that is rated for 900 MBps and approved for "my plan" on Xfinity's site.
Meanwhile, It is my opinion that speedtest.xfinity dot com is rigged to constantly show slow speeds so that you call them and they can ultimately sell you a modem rental. Originally when my issues started it was only showing 49MBps. Once i bought my replacement modem that is rated at 900 MBps, while hooked directly to the modem with a laptop or PC with a 1GB Ethernet Card I would test at 56MBps maybe once in 10 tries at speedtest dot net by Ookla wich is the site most people I know use and it the site that Xfinity Support reps tell me to use if I manage to get one that is more knowledgeable than just the knowledge required to try to sell me equipment upgrades.
Too this date, I am not happy with being upgraded (complimentary) to speed I don't need when I was perfectly happy with 400 MBps and always tested at 400 to 450 with my previous Netgear CM-500. I am being told I will not be charged any extra. This is not true. They pulled this trick on me before when they did a "complimentary upgrade" from 300MBps to 400 MBps. once my plan for 300 MBps expired I was given no reasonable choice of speed for price except to settle for staying at 400MBps for $20 more per month than i was paying. They will pulll the trick again once my plan for $69/month expires. I already see the only 2 choices of internet only that are available to me. One is 900 MBps for $79 for one year and 1200 MBps for $79 for two years. I don't need either of them. I was happy with 400 MBps at $69 and I was even happier with 300 MBps at $49 which a friend of mine is at and that is only available to him because he is a "new customer" and this is his first year. I have been with Comcast Xfinity for 23 years..they keep baiting and switching me to charge me more money and then I have to argue with them about what I am seeing with my speed tests and that I know I need to hook directly to the modem and 2 out of 3 techs don't even know what an Ethernet Card is when I say I am directly connected to the internet modem with a laptop or PC using a 1 GB Ethernet Card. It is also extremely frustrating to have to jump through the hoops that their Artificial Intelligent tech makes me jump through every time I call. I already rebooted my modem before I called and the Artificial Intelligent (human being replacer) actually tells me it knows that but makes me do it again before I can even have a chance to talk to a human being...NO RESPECT FOR MY TIME.
To this date, I am not consistently getting the speed I am paying for, or at least 3 out of 3 speed testing sites say I am not. Today I tried to talk to a representative to get a support tech to come and test the line from my house to where it connects to the telephone pole across the street. This was done 2 or three years ago and the line was replaced. This could be the problem again. The tech told me I would have to pay a service charge for that. I hung up. I think that tech is a hack. I heard what sounded like toddlers in the background. There is no way I should have to pay for a support tech from Comcast Xfinity to check connectivity from the line at the telephone pole to where it connects to my house.
Before deciding to come write this I ran a test and got 260 MBps, nowhere near 600 MBps that I am paying for.
Right now I just ran a test and got 118.13. Before Comcast Xfinity decided to upgrade me to 600MBps I consistently tested at 400MBps or over 400MBps, sometimes up to 450MBps and never under 400 MBps at speedtest dot net.
Meanwhile, there are lots of articles online saying Comcast Xfinity has a lot of complaints from home users not getting the speed they are being charged for and here is an article, one of several I have seen over the years, that says they practice Speed Throtelling....in other words they share your speed with your neighbors....which is one reason I refuse to rent equipment and pay for my own. IMHO, the only reason Comcast Xfinity is able to get away with this is that they are a Monopoly and in many areas, like where I live, there Comcast Xfinity has no competition. IMHO, this is an issues that Comcast Xfinity Customers should take up with their District Representatives. I wrote to my district representative. If you are experiencing the same issues you should write your District Representative too. I was upgraded to 600MBps forcing me to buy new equipment to get what I am paying for and I am not even getting the 400MBps that I had before they made the changes.
https://privacycrypts.com/isp/throttling/comcast/
(edited)
0
0
WhitePC_I_know_what_I_have
Visitor
•
6 Messages
2 years ago
0
0
Sope
New Poster
•
11 Messages
2 years ago
My experience with this back last March.
1. your Cable to your modem needs to be at least RG6. Better yet RG6 Quad shield. It is possible you are in a house with RG5 or worse.
I rewired mine to resolve 80% of my problem.
2. If you are paying for 1 GB download you will need a Docsis 3.1 Modem. I am only paying for 600 MBps and thus my Docsis 3.0 Modem works fine now that I replaced the cable run from the Comcast service box to where my cable modem sits.
3. If you run a speed test on Microsoft Spywere, uhem Microsoft Windows 8.0 and up, you need to download an app like "Speedtest from Oookla" from the Microsoft Store. Running the speed test from a web browser on windows will return poor results. Also make sure you don't have any other applications open while running the speedtest app. Make sure your antivurus active scanner is not affecting the speed test.
With all this said, ever since I resolved my issues by running new RG6 Quad Shield cable through my house, I get the speed I pay for sometimes. I get slightly better than the speed I pay for some times. I do not get it all the time. I am convinced that Comcast Xfinity shares "my speed" with the neighbors at peak usage times (evenings, weekends, big game on, maybe YellowStone or a popular streaming media series is on). There is no use in arguing with them. They will just let someone 1/2 your age mouth off to you. They need to make the money off us so they can give it to the Corporate New Liberal Normal's food stamp snap and Medicaid qualifiers for free so that Biden can say he made Internet Free just like The Sheriff of Blazing Saddles made sure everyone had a free track and trace device called a smart phone. They gotta make sure everyone has internet so that they can hook up everyones devices to The New Liberal Normal and tax everyone based on their "carbon footprint". They can't possibly do this and guarantee everyone gets 1GB at all times. That's why they say "UP TO whatever you are paying for". Its BS but you gotta realize that The New Liberal Normal is actually Corporate. They care about new sign ups more than they care about existing customers and that's why they treat new customers better than existing customers and its kind of like the immigration policy.
3
0