Visitor
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2 Messages
Connection worse after modem upgrade
I recently received a "Your internet equipment needs an upgrade" email.
I had an Arris SB8200, but our service was updated to 1200 Mbps, which it was not capable of. Around this time speed tests showed we were getting less than the previous 1000 Mbps connection speed (~600-700).
I just replaced the modem with a Motorola MB8611 and now the connection is even worse, rarely surpassing 500 Mbps.
There have been no other changes with the local network and this problem is consistent even if other devices are eliminated, i.e. External coax > Modem > Laptop.
I suspect this has to do with the configuration set to the modem. Trying to explain this to the bot is futile, so hoping to get a reasonable response here.
I can supply any additional info required. Thanks.
BruceW
Gold Problem Solver
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26.3K Messages
2 years ago
Network connection problems are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your modem:
If you can't find the problem or you'd rather have Comcast take care of it, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_fdj7328jkd
Visitor
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2 Messages
2 years ago
FWIW, I didn't do anything and this seemingly resolved itself, so that's good I guess...
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