kotto's profile

Contributor

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19 Messages

Mon, Sep 19, 2022 8:25 PM

Download speed problem with 3rd party modem

History of my issue::

Worked perfectly for almost 4 years - consistent download 750–800 Mbps.

Around mid-August 2022 my download dropped by 300 Mbps. I watched it for several days and called Xfinity.

August 24, 2022 – tech came out to check all cabling outside and up to the modem. He then stated that it was the modem. The modem works fine, it just drops on speed and was not malfunctioning like on and off.

I went out bought a new Motorola MB8611 modem (sanctioned by Xfinity) and installed it. Download speed was the same. Called Xfinity and they said a tech needed to come out.

August 29, 2022 – tech came out to check all cabling outside and up to the modem. He then stated that it was the modem. Tech was baffled and said a Supervisor would call me.

No Supervisor called at all. I called back to Xfinity and was told that because the issue was not repaired it goes to a tier 3 so that when a tech come next time a Supervisor will be there as well.

September 5, 2022 – tech came out and before he started I asked if he was familiar with the past notes from the last 2 visits. He said NO. I told him that I was told that a Supervisor should be with him to tackle the trouble call. He said he would call his Supervisor for guidance. The tech said no Supervisor was coming because he was a 3rd party tech (with an Xfinity labeled truck). He was definitely confused. Finally, the contractor Supervisor got a hold of the Xfinity Supervisor. The Xfinity Supervisor said I will be calling the customer.

Again, No Supervisor called at all.

August 29, 2022 – tech came out. I asked him if he read the past notes. He said he did, but could not work on the ticket because my 3rd party modem did not have my Xfinity phone service-connected and it was a liability. I actually pleaded with him and then he checked the line inside the house only and said it looked fine. He stated that I should buy another brand of 3rd party modem. The download speed was still degraded. No fix by this tech.

I went out and bought 2 Arris SB8200 modems. I called Xfinity again and they said that another tech needed to come out. No other way.

September 12, 2022 – tech came out to check all cabling outside and up to the modem. He then stated that it was the modem. Tech could not fix the download problem.

I called Xfinity again. They said again that a tech had to come out for the repair.

September 16, 2022 – tech came out to check all cabling outside and up to the modem. He was baffled at the download speed. A supervisor did show. Why I have NO IDEA.

I called Xfinity again on September 19 trying to get an XFINITY modem provisioned (what a job over the phone). The reason I went to get the Xfinity modem is to prove that the speed is still the same as a third-party approved Xfinity modem. Can somebody in God's name tell me what this company is doing? They waste resources, but always want your money at the end of the month. I am now going on #7 for a tech visit on September 21, 2022.

What do think will happen this time? This is turning into a Circus for sure. I never had this issue before. I am pretty sure that a config change on their network/infrastructure side has caused my almost 4 week pain with these people. Xfinity said they saw a problem over the network on the downstream to my modem. I was told multiple times by the Xfinity tech person on the calls that they saw the errors. What the heck is going on HERE?

Does anybody think somebody at Xfinity will read this or maybe figure this issue out?

I asked one of the techs, which 3rd party modem does Xfinity recommend I purchase to remedy this problem. No answer – fell upon deaf ears.

Official Employee

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261 Messages

3 months ago

Hi there! This is definitely not the kind of experience we want our customers to have with us. We'll check on this right away and will do the best possible for you. Seeing these speed issues and dropouts are concerning. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Direct Message" to Xfinity Support:

-Click "Sign In" if necessary

-Click the "Direct Messaging" icon or  https://comca.st/3EqVMu7

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

-The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 - An "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it.

kotto

Contributor

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19 Messages

3 months ago

Another visit by Xfinity

September 21, 2022 - tech came out to check all cabling outside and up to the modem. He was baffled at the download speed.  Tech said he pushed it to the back-end for maintenance.

What do think is going on here? Does Xfinity know what the hell they are doing?!?

Official Employee

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229 Messages

We'll need you to send us a Private Message so that we can look into this for you. Here are some instructions on how to send us a PM in case you need them:

 

Click "Sign In" if necessary
 • Click the "Peer to peer chat" 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

 

We look forward to assisting you there.

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

Official Employee

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229 Messages

Thank you for sending us a PM and including a timeline of what has taken place so far. Can we also get your full name and address when you have a moment? 

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
kotto

Contributor

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19 Messages

3 months ago

Sent a direct message to "Xfinity Support" on September 21, 2022, as requested with the ditto details. I will be surprised to see what happens!

kotto

Contributor

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19 Messages

3 months ago

I have submitted my name and address as requested as a direct message.

Visitor

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8 Messages

3 months ago

You are not alone my friend. In my case, it was even worse because there was no tech showed up on the scheduled date.

Visitor

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8 Messages

3 months ago

You should contact the headquarters at Comcast to file an Executive Complaint, which is a level higher than regular customer service. The phone number is [Edited: "Personal Information"].

(edited)

kotto

Contributor

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19 Messages

@user_ed38d0​ 

How do you contact the headquarters at Comcast to file an Executive Complaint?  Thx for the info

kotto

Contributor

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19 Messages

3 months ago

All in All - the issue is the left hand does not know what the right hand is doing in a nutshell.  The agent on the phone at Xfinity says one thing and the tech has a totally different approach. Are the top Leadership dogs at Xfinity pulling their weight? Probably NOT!

Visitor

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8 Messages

@kotto​ It might not always work out but this step helps you to build a solid case of your speed issue for which you can demand a lavish refund. In my case, I got around $500 for the refund.

Official Employee

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32 Messages

I apologize for this experience and the communication issues. We forwarded your concerns to our local tech leaders and are still waiting for a response. We will be sure to let you know as soon as we have an update to share. Thanks. 

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
kotto

Contributor

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19 Messages

3 months ago

What is the status Xfinity Support?

Visitor

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8 Messages

@kotto​ You mean my case?

Official Employee

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440 Messages

Thank you so much for your patience. Our local tech leaders have reported back to us that this not a Comcast issue but an issue with your equipment. There are currently no node issues in your area that would impact your services and they are reporting that when the previous technicians were testing your hardwired connection with their meter, they achieved the subscribed speeds. They are also reporting that the modem history looks good. Are you still using your Comcast modem and how are your speeds currently performing when hardwired? -Alyssa

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
kotto

Contributor

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19 Messages

You are totally wrong. I use 2 different devices (both devices have at least a 1 Gigabit Network Card). Each of these devices has a different operating system. I test straight from the device (cat6 cable) into the Ethernet port of the Xfinity modem. Granted my PC wont be identical to 900 download but a 6 foot Ethernet cable does not degrade that much. There is no wifi or internal home network involved at all.

It should be very close to what Xfinity states that I have on my plan. If you read my original complaint – I had no problems for the last 3 year until August 2022. Why in the world would I make this up and go through the pain of calling Xfinity with agents that read from a sheet. Every time a tech came out they were on a different page vice the agents on the phone. So somebody is lying here. And its not me.

Xfinity states that a speed test will ensure guaranteed speed. https://speedtest.xfinity.com/

I guess at this point I will change my plan to coincide with my current download speed.

Jlavaseur

Problem Solver

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728 Messages

Just curious, what two operating systems? Do they get roughly the same speed? 

kotto

Contributor

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19 Messages

3 months ago

Remember, I was getting roughly 780 Mbps download,  and then it drops to this. You are ripping customers off. It's a CRIME!!

Official Employee

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32 Messages

I am really sorry you feel this way, however, the last 4 techs were all able to get more than 950Mbps on their laptops. We can certainly look into changing your speed tier to something closer to 500Mbps if you'd like. 

-Jim

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
kotto

Contributor

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19 Messages

3 months ago

That is incorrect. Again you are reading from a sheet. They do not use laptops. They should have laptops like customers do - they have a sophisticated meter for testing downloads.

You all need to get your wording together.

kotto

Contributor

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19 Messages

3 months ago

One tech brought in a laptop as a hunch and only got 200 Mbps for download. Then he figured out he didnt have a GIG network card in the laptop. Again, this is all a crime.

Official Employee

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32 Messages

Sorry for not having my wording together. Our last 4 techs were able to get 950Mbs on their meters, a temporary test line was run, and multiple modems were tested with the same results. There are also no recorded signal issues in your area and nothing in your modem logs shows any impacting issues. Our tech ops team has done all they could to find an issue with your service to no avail. How would you like to proceed from here? -Jim

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

Visitor

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8 Messages

@kotto​ I can feel your pain. Have you done what I told you yesterday?

kotto

Contributor

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19 Messages

What did you tell me yesterday? I have quite a few responses and am not sure what happened. please repeat - thx

Official Employee

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440 Messages

Good morning and thank you for reaching back out to us today. Our tech ops team has done all they could to find an issue with your service but they are reporting that everything is working within specification. How would you like to proceed from here? I see that you stated you wanted to file a complaint. We can forward your complaint to our executive team. Is there anything further we can help with at this time? -Alyssa

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

Visitor

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1 Message

3 months ago

You know bought a new modem for the 1.2 down 200 up. Well the new modem got 700 down and 5 up. I thought the modem must be bad. Hook up the XB8 back up and I must have been right since 950-1.2 down  50 up which was better then 5 up. Get another new modem install it and 700 down 5 up. What are the odds two different modems (3.1) same exact speeds. Then when 192.168.100.1 into the modem the down Signal is some long HZ number staring with 711*********hz. I call and was told there must be some leak at my end since they show all working great. I read the same thing here on this forum people asking about this and they were told it all looks good so must be a leak at your end. And I know they are doing the best they can. So hmm what if I put the XB8 back in? I did and 950 down 230 up. WHAT?

Modems used this week. Motorola 8611 and Netgear nighthawk cm2000. Since I kinda know a few things when it comes to this.. and anyone can clearly see there is no problem at my end. It does make me wonder is there some fine print somewhere? Its their network they can do what ever they want. Money can be tight these days and wanted to save $25 a month :) I do love the XB8 and have no complaints with with Xfinity. I will say with the APP which at first is great easy to activate new modem...but every time I would activate the new modem 700d 5 up then back to XB8 with the app I got 930 down 40 up. So today trying to use the app.. said nope contact them chat? You hit yes and get a blank white page every time. So had to use the phone to use chat to have them call since that is SUPER FAST and she was awesome! This time she said she would do it manually and haha guess what the speeds are with the XB8 930 down 230 up.

hmm

kotto

Contributor

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19 Messages

@Zeblade​ There are some good folks at Xfinity. But that is about 1.0%. The rest read from a sheet and don't even hear what you say. And yes I have worked in this field for years. Xfinity has changed something on its infrastructure. When a customer (me) changes absolutely nothing for hardware etc.. And all of a sudden I drop 250 Mbps and have faithfully bought several modems and have the same results. Even on the Xfinity modem. It makes you think who is [Edit: Language] who.

I hmmm too!

(edited)

Official Employee

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440 Messages

We will be happy to forward your feedback. Are there any additional questions or concerns we can help with at this time? -Alyssa

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

Official Employee

 • 

447 Messages

I would like to look at this with you could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

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
kotto

Contributor

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19 Messages

3 months ago

Jim,

As far as the modem logs, I did point out that on the Arris SB8200 (newly purchased) I was not getting a blue light on the upstream. The light on the upstream was white in color. I called Arris and they said that the white means “Incorrect signal coming into the modem”.

On the Motorola, MB8611I had some errors in the event log. I did not call Motorola tech support because they was nobody available. But I do have the event log though.

I thought the tech ops team was monitoring this problem. I was told yesterday that as of August 20 they were monitoring. I was also told that they saw some errors and a bad speed test.

Again, there are multiple people and teams on different sheets of music. It is mind-boggling how Xfinity can function.

Inserted are 2 different event logs. One from the Arris and the other from the Motorola.

Arris

[Image Removed: "Personal Information"]

Motorola

[Image Removed: "Personal Information"]

(edited)

EG

Expert

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96.9K Messages

@kotto​ 

Your post with those two pics of the error log entries was marked as being "Private" by the forum software because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete those pics.


What you can do instead is to copy and paste all of the text (instead of using an image) but you'll need to redact all of the CM MAC and CMTS MAC addresses. The forum bot will not allow your post to be seen publically.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
kotto

Contributor

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19 Messages

3 months ago

One last item I want to stress here folks. When this all started in August 2022. The UPLOAD numbers have never changed. The DOWNLOAD numbers have changed. To me, that is key here in the resolution or at least should shed some light for the folks at Xfinity. 

As of this morning August 24, 2022

kotto

Contributor

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19 Messages

2 months ago

Here is the latest from direct messaging for all post readers. “XfinityJim” suggested on September 24 and I quote I will be more than happy to get your case over to our Executive Relations Professionals. They work with Corporate, I am sure they will be able to address your concerns”.

Let us see how long this process takes.

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