Visitor
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6 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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6 Messages
3 days 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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629 Messages
3 days 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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629 Messages
3 days 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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111K Messages
3 days 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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