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user_73akje
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Saturday, April 20th, 2024 6:25 PM

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150Mbps plan but consistently getting 90Mbps max DL speed

It was >150Mbps in Mar and Starting ~Apr 10 it goes back to <90Mbps.
modem/router restarted and no improvement.

Model TP-link TC-7610

Question

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Updated 

1 year ago

253

2

0

XfinityThomasD

Official Employee

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1.2K Messages

1 year ago

@user_73akje Thanks for posting on our Community Forums. Have you done any troubleshooting steps already or gone through the automated steps through the Xfinity app? The app is great in that it will detect and try to correct common errors that could be interfering with the signal. 

10

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user_73akje

8 Messages

yes I did. Automated steps reports no error, but yet I'm seeing < 90Mbps DL speed consistently.

1 year ago

0

XfinityVianney

Official Employee

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2.1K Messages

I appreciate you giving this a try. To confirm, are these recent results from a hardwired test while connected directly to the modem or results from a test completed over your mobile device?

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.tick

1 year ago

0

user_73akje

8 Messages

I tried both direct connection to the modem and wire/wireless connection to the router, and result is the same.

1 year ago

0

XfinityAmandaB

Official Employee

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2.1K Messages

 

user_73akje Thank you for letting us know. That is a bit odd when using the Xfinity app to troubleshoot your connection if the system detects an issue or if you are not getting the speeds you should that can not be resolved it would offer an option to set up an appointment with a technician to help make sure you are getting the services you should. 

If you are following the troubleshooting to the end and that is not being offered I can take a closer look for you. When you have time send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

 

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.tick

1 year ago

0

user_73akje

8 Messages

I did send a direct msg to Xfinity support 2 days ago.

Please let me know if you don't get the msg.

1 year ago

0

user_73akje

8 Messages

1 year ago

After 2-3 basic diagnostic steps (asking if there's any splitter installed, asking if I'm measuring the DL speed wired or wireless, via router or modem, and a modem restart/reset), I'm suggested to have a technician visit.

Can anyone tell me what the technician would do besides usual power/snr check/improvements? Mind sharing your experience?

For background, my original plan was 75Mbps since fews years back, and this March the speed was updated to 150Mbps (as with most other tiers), and I got 150Mbps in March no problem. Since early Apr, the speed drop back to 75Mbps. All I'd like to say is my current setup (signal/snr, splitter, lan cable, modem, router... etc) are capable of 150Mbps. (attached the speed check history from my google nest router.

(edited)

1

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user_73akje

8 Messages

Without doing anything, DL/UL speed back to >150/20.
Anybody can explain what happened?

1 year ago

0

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