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CyberSecDude
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Saturday, April 6th, 2024 2:50 AM

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Gigabit Internet Plan: Slow DL Speed After Service Outage

I have had the Gigabit Internet plan for several years which has been very reliable and always averaged about 800mbps download.

After a brief service outage on night of 4/4/24 near the downtown Miami, FL area, download speeds max out at only 220mbps as per speedtest.net using Comcast servers.

Much worse speeds on the Xfinity speedtest page, 40mbps.

Average latency has always been at around 15ms which is normal.

Tested other ISPs on speedtest.net and got around 40mbps as well.

Have restarted personally owned Motorola MB8600 that has been in solid service for 5 years as well as gateway/router many times with no improvement.

Cable modem download channel SNR db is around 43db for all channels.

All CAT 6 Ethernet cables used are known good and have not been damaged.

Used the Xfinity "Assistant" to no avail.

Can this be resolved?

Thank you.

 

Question

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Updated 

1 year ago

 • Edited

79

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XfinityDilary

Official Employee

 • 

2.2K Messages

1 year ago

 

Thanks for posting on our community forums, CyberSecDude. I'm sorry to hear you have been experiencing slow connectivity after the interruption in the area. This is not the experience we would like you to have. We also appreciate you troubleshooting this issue in advance. It sounds like you've done most of the troubleshooting we would recommend to start with. Let's check the connection on our end to see if we can narrow down the cause of this speed concern. Could you please send our team a Direct Message with your name and service address? Our team can take a further look.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging 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 that 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

 

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