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Tuesday, October 9th, 2018 1:00 PM

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ANSWERED: Troubleshooting Gigabit Internet Speeds

​***Created by our ​​ Community Experts​​***​



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​1) Directly connect to your modem via ethernet. ​

  • ​Restart your modem everytime you plug in a new device.​
  • ​It's a good time to replace your Ethernet cables; Cat6 preferred.​
  • ​If your speeds are good, concentrate on router/networking issues.​
  • ​If the speeds are still poor, concentrate on modem/signal issues.​
  • ​Do not test speeds over WiFi.​

​2) Test your speeds on Xfinity's network.​

  • ​Use​​ ​​http://speedtest.xfinity.com/​​ ​​as your primary speed test. This means you'll be testing on Xfinity's network exclusively. This eliminates routing or internet congestion as potential problem sources.​

​3) Verify that your modem is approved for gigabit speeds​

​4) Verify that your modem is provisioned for gigabit speeds. ​

  • ​To find your speed tier v​​isit ​​My Device Info​​. After you log into your account, your speed tier will be displayed on the left-hand side of your screen. Alternatively, you can​​ ​​view the speed tier to which you are subscribed here​​. Sign in and scroll down to the data usage graph area.​
  • ​If your modem displays a bootfile it should look something like this: ​​d11_m_xxx_gigabit_c01.cm​

​5) Verify that you have 10/100/1000 (Gigabit) network adapters. ​

  • ​No USB adapters.​
  • ​Verify that the adapter is set for Gigabit speeds, full duplex.​

​6) Verify that you meet the minimum system requirements.​

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​Xfinity Internet Minimum System Requirements​​ ​​-​​ ​​For Speeds up to 1 Gigabit per second​
​Operating System​ ​Windows 10 (64 bit) or newer or Mac​​ ​​OSX​​ ​​10.8 or newer. Visit the​​ ​​Microsoft Windows lifecycle fact sheet or​​ ​​Mac OS X Support overview​​ ​​for their latest operating system information.​
​Browser​ ​Google Chrome 56.0.2924, Microsoft Edge (64-bit), Mozilla Firefox 52 (64-bit) or Safari 8 or newer. For more information about different browsers or to download a new one, visit​​ ​​whatbrowser.org​​.​
​Ethernet Cable​ ​Cat5e or Cat6 Ethernet cable.​

​Note:​​ ​​Due to Ethernet overhead, actual download speeds are limited to 940 Mbps over a hardwired connection.​
​Ethernet​ ​10/100/1000 Gigabit Ethernet interface or adapter for wired connection​
​CPU/Processor​ ​Intel Dual Core i5 or better or AMD Ryzen 5 or better​
​Memory​ ​8 GB of RAM minimum​
​Hard Drive / Space​ ​64 GB or larger SSD recommended to achieve maximum download speeds​

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​7) Make sure your signal levels meet specifications.​

​8 ) Turn off security software briefly and test speeds.​

  • ​Antivirus and malware software can significantly impact speeds if they are too restrictive.​
  • ​Do not run multiple antivirus programs.​
  • ​Your operating system may also have overly restrictive security settings.​

​9) Boot into safe mode with networking and test speeds.​

  • ​If your speeds are good, concentrate on software issues.​
  • ​If your speeds are poor, concentrate on hardware issues.​
  • ​For​​ ​​Windows 10​​: ​
  1. ​Restart your PC. When you get to the sign-in screen, hold the ​​Shift​​ key down while you select ​​Power ​​ > ​​Restart​​.​
  2. ​After your PC restarts to the ​​Choose an option​​ screen, select ​​Troubleshoot​​ > ​​Advanced options​​ > ​​Startup Settings​​ > ​​Restart​​.​
  3. ​After your PC restarts, you'll see a list of options. Select  ​​5​​ or ​​F5​​ for ​​Safe Mode​​ with ​​Networking​​.​
  • ​To load your​​ ​​Mac​​ ​​in Safe Mode (aka Safe Boot), press and hold the​​ ​​Shift​​ ​​key while it boots. You can stop holding the​​ ​​Shift​​ ​​key when you see an Apple logo and progress bar. To leave Safe Mode, just reboot your Mac.​

​10) Ask for help on the forums.​

  • ​The community will often be able to offer you sage advice.​
  • ​An employee can check your modem/node health and review current and historical reports related to your modem. ​

​11) Request a tech visit.​

  • ​If all else fails, schedule a tech visit. Techs have specialized testing equipment such as the XMT, an ODROID-based device designed specifically to test speeds. ​
  • ​They can determine definitively if it's an Xfinity issue or a wiring/home networking issue.​

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​Additional Resources​

​https://forums.xfinity.com/t5/Internet/ANSWERED-Tips-for-troubleshooting-your-Xfinity-Internet/ta-p/2941127​

​https://forums.xfinity.com/t5/Internet/ANSWERED-Troubleshooting-your-XFINITY-Internet-connection/ta-p/2941135​

​https://www.xfinity.com/support/articles/xfinity-home-network-guide-troubleshooting​

​https://www.xfinity.com/support/articles/check-xfinity-outage-map​

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