Visitor
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1 Message
Getting we can't find your modem errors in Xfinity app and on website even though Internet is working, slow speeds but working.
I have a Netgear Nighthawk SM2000 modem and a Netgear Nighthawk MR80 router. My WiFi is working but I have slow speeds (getting average 175-200mbps vs the 700+ I should be getting). If I try restarting my modem via the Xfinity app or website both say they cannot find a signal / cannot connect to the modem.
I've tried manually restarting modem and router. I've tried hard resetting modem to factory settings. I've had 2 Xfinity techs out to the house and both say the lines look fine but they can't test the device since it's not owned by Xfinity. Both visits charged me $100/each for them to spend 5 minutes in my home and say that.
What else can I do, please? Thank you.
Here are my modem's connection settings and event logs.
[Images Removed: "Personal Information"]
XfinityGabby
Official Employee
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1.5K Messages
3 years ago
Hello and happy Friday eve, user_b9fc51! I hope you are doing well, thanks for taking the time to reach out to us through Forums. I can certainly understand how frustrating it can be to experience slow speeds. You did mention that you've ran the speed test via WiFi, have you attempted to run a speed test with a hardwired connection? If so, what speeds are you seeing there?
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