Visitor
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9 Messages
Speed throttling or other issue?
I have xfinity 2 gig service. This is my fourth month. My network topology is xfinity XD4 modem that was swapped out just last month because of my issue, into a Ubiquiti Dream Machine Pro with a RJ45 to SPF adapter. My Ubiquiti Dream Machine Pro runs a speed test once per day at around 1am. No onto the issue I am experiencing.
At inception of my service, the tech (who was awesome) set up my service and tested my modem I routinely get 2300/2200 up/down speeds testing at the Ubiquiti router.
After about two/tree weeks the auto test speeds reduce from 2300/2200 to 850/740 for no reason.
I use automated support and it says there is an issue with my modem config, then I end up in chat with a live agent.
The agent tries to refresh the modem or do advanced troubleshooting
The speeds increase back to 2gb/2gb for a few weeks and then the speeds drop again.
They had a tech come out, review the install, swap my modem and ethernet cables, confirmed speeds 2300/2300
Two weeks later, speeds drop again 850/740
Connect with chat, their resets do not resolve the issue.
Power cycle the xfinity modem, speeds return.
I have made no configuration changes, there have been no power or other issues. I can only suspect there is a provisioning issue on Xfinity's side, or they are throttling speeds. Either way, is there a way to fix this? Or will I have to change providers?
normie71
Visitor
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9 Messages
2 months ago
Just a slight update, On chat with xfinity, had one technican Kruparaj, just ghost the chat after explaining my issue. My second tech did some advanced analysis, said everything looked OK.
Asked me to reboot my devices.
Instead, I power cycled the xfinity modem and my speeds came back. So it's definitely not my equipment.
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NoNoBadPuppy
Problem Solver
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714 Messages
2 months ago
xfinity does not throttle. Based upon what you have shared, it would be appropriate to have a tech come out and test your signal quality.
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NoNoBadPuppy
Problem Solver
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714 Messages
2 months ago
Be that as it may, if there is an upstream issue, the tech should have reported it. It the tech did not report, then the issue will not get resolved. Suggest another tech visit. If you do feel it is a provisioning problem, you can do a hard factory reset on the modem, and have it reprovisioned. If I were in your situation, I would factory reset, give it a day or two, and if the issue still persists, would have another tech come out to test the line levels at the drop. I had similar issues for months, had multiple tech visits, until I had a tech that knew what he was doing and replaced the distribution box on the pole that feeds our house. Once he did that, my signal has been rock solid. It is my impression, and I could be wrong, that a lot of the line techs do not know how to change out that box, and frankly do not know how to troubleshoot for signal interference there. It took me getting a visit from an experienced tech that was able to see that there was an issue with signal degradation at the box.
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EG
Expert
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112K Messages
2 months ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance and escalation purposes.
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normie71
Visitor
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9 Messages
1 month ago
And the issue is back
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normie71
Visitor
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9 Messages
24 days ago
Tech showed up again on June 28, checked all internals, confirmed lower speeds at the modem with his equipment connected directly to the modem, Went out and tested at the pole, stated he had same results with lower speeds. Requested supervisor have lines tested between the pole and home office. Speeds stable at 2gb through today after the modem was reset. Ran a speed test just now and I am back at 840/844. It is not my equipment, the xfinity modem (replaced already) or the wiring from the pole into the house/modem. Anticipate there is either a line issue, or equipment issue at HQ facility. Still no resolution.
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user_ti01v0
Visitor
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1 Message
24 days ago
I’m having the exact same issue in Seattle. UDM has similar behavior. Already had a tech come out twice. I think it’s may be thermal issue or a physical issue with the design of the modem. It seems to fail during a period of high load then never recover. Replacing the model did help. (Then it failed again.)
(edited)
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