800 Mbps plan but getting < 300 Mbps on speed test?

Recently upgraded to 800 Mbps plan but not getting close to that per speed test.

Motorola MB8611 DOCSIS 3.1 modem - current connection status below.

TP-Link AC 1750 router (modem indicates gigabit connection - green light)

Wired connection (tried direct to modem - made no difference in speed test results).

Most recent messages from the Event Log below, if that helps (I scrubbed the MACs).

Any suggestions? Thanks!

02:38:29 Wed Nov 23 2022		Notice (6)		CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
	05:04:38 Wed Nov 23 2022		Notice (6)		CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 3.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
	05:05:01 Wed Nov 23 2022		Notice (6)		CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
	09:08:09 Wed Nov 23 2022		Critical (3)		Started Unicast Maintenance Ranging - No Response received - T3 time-out;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
	10:50:50 Wed Nov 23 2022		Notice (6)		CM-STATUS message sent. Event Type Code: 16; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 2.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;
	10:51:26 Wed Nov 23 2022		Notice (6)		CM-STATUS message sent. Event Type Code: 24; Chan ID: 37; DSID: N/A; MAC Addr: N/A; OFDM/OFDMA Profile ID: 0 2 3.;CM-MAC=...;CMTS-MAC=...;CM-QOS=1.1;CM-VER=3.1;

Startup Sequence

Startup Step	Status	Comment
Acquire Downstream Channel	507000000 Hz	Locked
Upstream Connection	OK	Operational
Boot State	OK	Operational
Configuration File	OK
Security	Enabled	BPI+

Connection Status

System Up Time	1 days 18h:23m:19s
Network Access	Allowed

Downstream Bonded Channels

Channel	Lock Status	Modulation	Channel ID	Freq. (MHz)	Pwr (dBmV)	SNR (dB)	Corrected	Uncorrected
1	Locked	QAM256	5	507.0	-0.2	41.3	0	0
2	Locked	QAM256	2	483.0	-0.3	41.3	0	0
3	Locked	QAM256	3	489.0	-0.3	41.2	0	0
4	Locked	QAM256	4	495.0	-0.5	41.1	0	0
5	Locked	QAM256	6	513.0	-0.2	41.2	0	0
6	Locked	QAM256	7	519.0	-0.5	41.1	0	0
7	Locked	QAM256	8	525.0	-0.7	40.8	0	0
8	Locked	QAM256	9	531.0	-0.6	40.9	0	0
9	Locked	QAM256	10	537.0	-0.9	40.8	0	0
10	Locked	QAM256	11	543.0	-1.1	40.7	0	0
11	Locked	QAM256	12	549.0	-1.5	40.6	0	0
12	Locked	QAM256	13	555.0	-1.5	40.4	0	0
13	Locked	QAM256	14	561.0	-1.3	40.4	0	0
14	Locked	QAM256	15	567.0	-1.3	40.3	0	0
15	Locked	QAM256	16	573.0	-1.3	40.5	0	0
16	Locked	QAM256	17	579.0	-1.1	40.5	0	0
17	Locked	QAM256	18	585.0	-0.9	40.5	0	0
18	Locked	QAM256	19	591.0	-0.6	40.4	0	0
19	Locked	QAM256	20	597.0	-0.9	40.3	0	0
20	Locked	QAM256	21	603.0	-1.7	40.1	0	0
21	Locked	QAM256	22	609.0	-2.1	40.0	0	0
22	Locked	QAM256	23	615.0	-1.7	40.0	0	0
23	Locked	QAM256	24	621.0	-2.2	40.0	0	0
24	Locked	QAM256	25	627.0	-1.8	40.1	0	0
25	Locked	QAM256	26	633.0	-2.2	39.9	0	0
26	Locked	QAM256	27	639.0	-2.2	40.1	0	0
27	Locked	QAM256	28	645.0	-1.9	40.2	0	0
28	Locked	QAM256	30	651.0	-2.7	40.0	0	0
29	Locked	QAM256	31	657.0	-2.4	39.9	0	0
30	Locked	QAM256	32	663.0	-2.3	40.0	0	0
31	Locked	QAM256	33	669.0	-2.3	39.9	0	0
32	Locked	OFDM PLC	37	690.0	-2.2	39.5	-1863621523	0

Upstream Bonded Channels

Channel	Lock Status	Channel Type	Channel ID	Symb. Rate (Ksym/sec)	Freq. (MHz)	Pwr (dBmV)
1	Locked	SC-QAM	1	5120	35.6	40.3
2	Locked	SC-QAM	2	5120	29.2	40.0
3	Locked	SC-QAM	3	5120	22.8	39.8
4	Locked	SC-QAM	4	5120	16.4	39.5
5	Locked	SC-QAM	5	1280	39.6	41.0

Responses

CCJess

Problem Solver

•

323 Messages

2 years ago

Hello, I am sorry to hear that you are having trouble with your Xfinity internet speed, this isn't the experience we want for our valued customers, we are here to help. To get started I would like to ask a few questions to make sure we fully understand the issue you are experiencing.

Have you tried to troubleshoot using the convenient option using the Xfinity App, if not I think it is a great way to test the signal strength you are receiving to the home and to get things working as they should quickly If you would like we can help as well, will you please share the steps you have already taken to troubleshoot this issue?

2

0

TimN_2022

Visitor

•

2 Messages

@XfinityJessW The troubleshooting in the app appears to be limited to restarting my modem. Online sources indicate additional features are present when an Xfi modem is used, but as I said above I have my own modem - Motorola MB8611 multi-gig. The app shows "MTRLC LLC MB8611 Online", an option to run speed test (currently 270 Mbps from wired computer), and on option to "Restart your modem". The [Connect] option shows an "Internet troubleshooting" option that "will identify and fix common issues by restarting your modem" (which I've done), but that's it. No signal strength indication, or information of any kind.

I tried talking to Xfinity support and the person said 'everything looks correct' (no other information) and suggested I talk to modem support.

So I contacted Motorola support - the connection information as shown above looked okay to them - the modem is brand new, up to date, and since it IS connecting fine appears to be working as expected. They suggested contacting Xfinity again to check for any line issues, which I had hoped could be done through this forum.

2 years ago

0

CCMartin

Gold Problem Solver

•

2.9K Messages

We can take a look together into your account regarding the lines and signal right now. Can you please send us a private chat with your full name and full service address to get started? Thank you for visiting our Xfinity forums and taking the time to post.

I no longer work for Comcast.

2 years ago

0

Your Home Network

TimN_2022

800 Mbps plan but getting < 300 Mbps on speed test?

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