1 Message

Sat, Nov 27, 2021 5:49 PM

Big drop in download speeds after upgrading internet service and activating new XB7-T gateway

Previously, I was running the XB6-T gateway with xfinity blast 300 Mbps down/10 Mbps up. Everything had been great with no complaints. When I ran speedtests, the results were always within a satisfactory range. I primarily run speedtests on testmy.net, but I also try speedtest.com and the xfinity branded speedtest from time to time. 

Earlier this week, I upgraded to the 900 down/20 up service, which required for me to upgrade to the XB7-T gateway. The new gateway took about 3 days to arrive.  During that time, I ran additional speedtests while still using my old XB6-T. I was getting max speeds around 600 down and a solid 23 up every time on the old gateway with the upgraded service.

My new XB7-T gateway arrived today. I have activated and have been running speed tests. I am getting less than 300 down, but still a solid 23 up every time. I have checked on gigabit ethernet connected PC, laptops on 5G wifi, and mobile phones. I have disconnected all of the other devices, and they are still all getting consistently slower results.

Could I have a bad modem? Is there something that can be calibrated to improve the speeds? Why would an XB6-T be able to pull down 600, yet an XB7-T can't do half of that? 

Thanks in advance for the assistance.



1 Message

2 m ago

DOCSIS 3.0, the current most common implementation for the cable service internet, offers speeds up to 1 Gbps downstream and 200 Mbps upstream. DOCSIS 3.1 is the improved version of DOCSIS 3.0 and offers ten times the transfer rates of DOCSIS 3.0. And in both situations, these upper limits are rarely actually met.
Unless you are covering internet for a company, I wonder if you could drop down on the upgrade, as, "Everything had been great with no complaints." When adding bandwidth, perhaps you could start by adding less, which should certainly be covered by the XB6 gateway. Did the "upgrade" to the XB7 require additional cost to rent? Check out the above-referenced post.

Official Employee


347 Messages

2 m ago

Hello @jayton, thanks for reaching out for help with your connection concerns. If you are still having trouble with the speeds, it's possible the XB7 needs to be reprovisioned, and this is something we can help with! 


To get started, please use the chat icon in the upper right to enter Direct Messaging. From there, go ahead and compose a new message to "Xfinity Support" and send us a message with your name and address. 


Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message


Please let me know if you have any questions or run into any problems. 


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