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somegeek
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29 Messages

Mon, Mar 9, 2020 7:00 PM

Gigabit service running at 600Mbps... Multiple calls (details)

3/13/19 - TL;DR - This morning at 600. I used the xFi App to issue a restart to my modem and I'm back at 950. Hope Tier 3 folks can find out why my connection package is being set to a lower speed. Curious how long this will stay at 950 as well.

 

3/12/20 - TL;DR - xfinity was autoprovisioning my modem for the 400Mbps tier even though my account has reflected the 1000Mbps teir for over a week.  This has been escalated to tier 3 support.  Today's Post 

 

I ordered 1000Mbps service... the modem showed up, I installed it, activated it, changed to bridge mode... I was only getting 600Mbps via https://speedtest.xfinity.com/.

I have a newly built gaming PC hardwired to my router -> modem.  No issues transfering at 1gig between my machines on my LAN.  My speedtests to xfinity have been up to 950 at times but not solid... story follows...

Ticket #1 - I called in, was on for probably and hour going through the dialogue/troubleshooting... eventually after all the stuff we tried, the tech pushed an 'advanced config' to my modem and after a restart I was at 950Mbps.

Ticket #2 - few days later - same issue - stuck at 600Mbps - call in - 30 minutes of dialogue and was then assured the tech will fix all issues. They told me that my gigabit service was not yet activated... even though they shipped me a modem, I activated it and was at 950Mbps prior. They told me that 30 minutes later, I should be good after they were going to make some changes. I was not good later on... still at 600Mbps.

Ticket #3 - I called in again and explained everything that's happened so far, they ran a few tests... at that time they scheduled a dispatch.

Tech visit - He proved out all coax from my modem location to the curb. All levels good, running clean.  He even put on a pad to fine tune to get me closer to the middle of the acceptable range. He put his xfinity speed test device on the modem and only hit 600Mbps.  At that time, the tech swapped to another modem he had in his truck(same model as the other) and with his test set hit 950Mbps.

All good...


Forward three days... new modem, running at 600Mbps....


Ticket #4 - Chatted with someone... explained all of the above. They told me they'd escalate to level 2 and if I got disconnected, they'd call me back.... they didn't call back.

Ticket #5 - I called back in and they had no record of that call 15 minutes ago.  They told me I had the wrong modem... even though they provided it. Was on for over 1.5 hours and asked for a manager...  spoke with a supervisor... he verified everything looks good config-wise and said I have a Technicolor modem CGM4140 and that I should try their Arris EG1682G to see if the different modem fixes it... both are used for XFINITY XB6 it sounds like? A tech is coming out tomorrow to swap modems.

Anyone ran in to this 600Mbps issue and had it resolved permanently?


Responses

MiamiDan1

Frequent Visitor

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10 Messages

1 y ago

south florida here. so i guess not. and this has been bugging me all year. I was hoping it was just work they were doing in the area. but they shut down everyone's internet here overnight a few nights ago, and I was hoping that would fix the issue, but no such luck. this really irks me because it has happened every single time I get stuck with a Comcast modem. Years ago I created an excel spreadsheet to log all my calls and issues with Comcast, and I'm currently at line 1082, dating from 2014 when I first decided to start logging until now in 2020.

Everytime I use a Comcast modem, it works for awhile, and then it just doesn't. And the only thing Comcast does it either swap out the modem for another one, or blame it on my own equipment. And I would have to give up a lot in order to switch to a different provider.

Jbmeth007

Contributor

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34 Messages

1 y ago

afkouns

 

Hopefully they would get that fixed if it is in fact a node issue.

 

I had a tech try and show me a his graphing tool over an iphone reporting signal ingress when I had techs out at my house to troubleshoot a disconnecting modem that happens everyday if the temp is below 15 degrees..   of course always night time when I'm on it..    He comes out and trys explaining my modem is the issue and showed me the graphing tool.   Because I owned my own modem they weren't going to do anything about the ingress signal unless I replaced my modem.   Little did he know that I am a tech too.  and the ingress signal was FAR below any of the communicating frequencies.  After calling him out on his bluff he got in his truck phoned his boss and left..  not even a bye, or a let me check, nothing....   just walked away....    after doing some troubleshooting myself and looking over the connections.  The previous tech that ran and burried the line cut the stingers too short resulting in stinger pull out..   loss of signal.   Explained issue to comcast.  they sent another tech.  I requested that they re-terminate the cable ends.   Of course its warmer during the day..  so. cought on security cam,   tech comes out.   climbs ladder.  pulls coax out plugs it into meter than back into block.   climbs back down.   stores ladder away.  no work done.   Called comcast again.   told them what I saw.  had a tech out the next couple of days.   came to the door and asked if it was ok to measure signals on the cable.    I had to stop him during his request.  and say.  No.   Your supposed to come out cut off the ends and reterminate properly.   He was trying to explain to me that, that doesn't happen much anymore and that he was only required to verify a good signal at the poll and house.   I could tell he really didn't want to replace them.  After giving him a history of who I had out, and what we already done,  he agreed.  Ok,  I will replace the ends for you.   Ever since then it's stayed on.

 

Moral of my long story is the majority of the public are not technicians,  and dealing with folks who dont have a clue to whats goin on for so long.  they tend to use excuses and blame game to point the finger elsewhere.   How would they know any different.  So I usually take anything a tech tells me with a grain of salt, cause if I had the truck keys, and access..  I'd just fix it myself.

 

Now dont take it as Im saying you don't know what your talking about, or belittling what your tech showed you...   The Node may very well be maxed out..   in which case they need to expand.   My original post btw I was thinking you were speaking of My Node. 

 

Man I miss my SB8200.   it banged off the Provisioned speed limiter like a 16yr old does his coffee can honda.

Jbmeth007

Contributor

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34 Messages

1 y ago

Welp its almost 1 am here.  as promised I probably wont stay up too much longer.

 

I still have ~950Mbps with the IPv6 enabled preffix /64

 

time will tell.  it wont last any more then overnight on prior IPv4 only.   I cant confirm this for sure because its too early to tell if I turn IPv6 off again.  it'll kill the theory that it works..  

 

11bc1527-cb00-4baa-ad39-b1c9faf96387

afkouns

Contributor

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35 Messages

1 y ago

Great story.

 

I had a similar issue with ATT U-Verse.  I had issues with them for months.  Had several techs out messing with my lines connections each blaming the last guy.  I finally had a supervisor come out and I showed him a sprectum analysis of the signal coming to the house.  He than discovered I'm a electronics engineer.  I switched to Comcast, now Xfinity, after that.  This was about 8 years ago.  We have 2 local AM radio stations that was interfering with the U-Verse signal.  The neighborhood is still twisted pair phone-line which acts like a big receiving antenna.  The U-Verse signal was operating in a bandwith that both radio stations were also in.  Albeit the U-Verse signal being much wider, but the AM radio stations stronger causing a complete drop in signal in two spots making the U-Verse signal all but unusable. 

So I can totally appreciate your story.  I run into this more often than I should  They do try to take advantage of you if they can.  I don't understand why people are so lazy anymore.   Than you find a few that are willing to go the extra mile.

I had an issue just a few months ago.  Best Buy didn't want to install the dishwaher we had ordered.  The guy came in the house and said it wouldn't fit after measuring it.  I told him you're not measuring behind the tile because the dishwasher doesn't sit on the tiles.  I get this song and dance about he's been doing this for years and he's a 100% positive it won't fit.  Than I ask to measure the new dishwaser and thusly proving it will fit.  He still refused to install it.  There's a lot more to the story than that, but let's just say Best Buy hired a sub-contractor to isntall it and it only took 2 minutes to put it in and another 10 or so minutes to hook up the water line.  Best part was the refunded the install fee for all the trouble.  I could have installed it myself, but that's not what we paid for and end the end didn't have to pay for it at all.

I don't understand techs these days.  And the amount of flat out lying that is taking place.  

Anyways, I hope you all get the problems fixed soon.  I hope mine stays fixed minus the node.  It's defintely an Xfinity issue.  I did share the IPv6 theory with a friend of mine as it's not the first time I read about it.  He will try to that as a fix, if it is indeed turned off on his router, this weekend.  His wife is working from home and cannot have service interupted.  My wife is in the same position.  

New Poster

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2 Messages

1 y ago

@Jbmeth007 how did you enable IPV6 settings on xfi router?

Jbmeth007

Contributor

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34 Messages

1 y ago

you dont.    if your using the modem in router mode.  everything works fine...   this is part of the problem..... investigating currently..   So far I've been solid from my last report.

 

While in bridge mode you don't have access to make any adjustments.  and IPv6 is on...   it doesn't make sense on my end but i have a hunch to whats going on..

 

its in bridge mode where youd have to make adjustments to your own routing equipment.

afkouns

Contributor

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35 Messages

1 y ago

Still on the XB7 in bridge mode.  I had IPV6 turned and Hardware NAT turned off on my Amplifi HD.

The fastest I can get is about 917/42 late at night very early in the morning.  It's close to 6PM where I'm at.  Since my wife isn't working from home and no one in the house is on the internet besides me I thought I would experiment a little.

 

I ran some speed tests.  I got 879/24 and 893/28.  Figured it's prime tv streaming time.
I turned on IPV6.  The router did indeed grab an IPV6 address.  I got 800/36 and 799/34.

I turned on Hardware NAT.  I got 945/36 and 945/37.

I turned off IPV6.  I got 949/31 and 949/36.

I turned off Hardware NAT.  I got 844/42.

I turned Hardware NAT back on.  I got 948/38, 948/41, 953/38, 949/38, 947/31.

Looks like I need Hardware NAT on.  These are the fastest downloads I've ever got.

 

Sorry this didn't help with the IPV6 scenario, at least not for me.  I did tell my buddy about IPV6 and I'm still waiting for him to tell me his results or maybe he'll share them here.

I'm looking at replacing my Amplifi HD with a Unifi Dream Machine Pro and FlexHD AP's.

Jbmeth007

Contributor

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34 Messages

1 y ago

so your saying your currently sitting without IPV6 turned off, on your routing equipment..  it is currently set at IPV6 Disabled. and Hardware NAT on....

 

After tonights invasion *cough*. manifest report Data and device harvest.  Is when it would drop for me.  I always had Hardware offload enabled for everything.     I use an Ubiquiti USG3p at the moment.  soon upgrading to take advantage of the 2.5Gbase-T port. am also looking at UDM-pro.  unfortunately presales cant answer my basic questions, so I have to resort to thier forums,  which they never heard of a modem with 2.5GbE.   getting that into the WAN side SFP+ is looking to be costly and tricky.  A simple transciever doesn't work.   Need media converters at $170 a pop.   Also got a screenshot of the Wan SFP+ port manual negotiation rates.   only 1000FDX and 10Gbit.   nothing in between.

 

So far I am still solid at 948/42 24hrs a day...   doesn't really matter what time of day.   It could be the server your testing with as well.

 

If you do infact currently have your IPV6 disabled.  and xb7 in bridge mode.   Follow up with me in a couple days and see where your speedtests have gone.

afkouns

Contributor

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35 Messages

1 y ago

Yes to the above. IPV6 on or off didn’t seem to make a difference for me. Hardware Nat “on” did.

2.5 connections are not very common yet, but it is growing. My Synology NAS offers it. Looking at the UDM Pro so I can start doing VLAN’s. And also because the regular UDM isn’t WiFi 6 and it would be easier to replace AP’s later than the UDM.

Regular Visitor

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1 Message

1 y ago

I'm also having the same issues (pay for 1GBPS only getting 600) running the router in bridge mode. is it just better to just buy the 160 Surfboard modem and activate it with Comcast?

Frequent Visitor

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11 Messages

1 y ago

@Jbmeth007  do you have any contact emails for who you were working with in exec support?

MiamiDan1

Frequent Visitor

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10 Messages

1 y ago

I'm pretty sure if you buy your own modem, then you'll also have to pay $50 a month for unlimited data. I know I would.

afkouns

Contributor

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35 Messages

1 y ago

My buddy got his new XB7 with much trouble from Xfinity trying to get it.  Lot's of okay we'll ship it and they never did.  After several days and several phone calls he finally got it hand delivered from a tech already provisioned.   It's working for him in router and bridge mode full speed.  He's had it for a few days now and he's had no issues.

 

Mine is also working well still.  Got my new equipment and have moved onto a new issue with chromecast not working even with MDNS on the new UDM Pro.  AirPlay is working, but not Chromecast.   Oh well... always something.

New Poster

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2 Messages

1 y ago

In the same boat here. Look at my chat from their support. It's no help what so ever.

 

CHAT STARTED AT May 23, 2020 12:57:17 PM
12:57:17 PM BRANDON SLUSAREK : Connecting from Xfinity Assistant. I have a question about internet.
12:57:23 PM  System : You are now chatting with Anthony
12:57:31 PM Anthony : Thank you for contacting Xfinity Chat Support. My name is Anthony. How can I help? 
12:58:00 PM BRANDON SLUSAREK : I have Gigabit internet service, and for the last few months I can no longer achieve speeds over 600mbps awhile being connect via ethernet cable. This issue had started on 3/30/20 and has been an issue since.
12:58:23 PM BRANDON SLUSAREK : My speeds were between 930-948 download and around 40 upload for the past year up until now.
12:58:38 PM BRANDON SLUSAREK : I tried resetting/Power cycling
12:58:45 PM BRANDON SLUSAREK : I tried taking out of bridged mode and connect to the modem directly via ethernet from multiple laptops
12:59:00 PM BRANDON SLUSAREK : Replaced all ethernet cables with new CAT6 cables.
12:59:16 PM BRANDON SLUSAREK : And this is still an issue
12:59:38 PM BRANDON SLUSAREK : I'm to the point where I'm not sure what else to try other than replacing my Comcast XB6 gateway with my own modem.
12:59:45 PM  System : You have been transferred to queue Repair Support
12:59:49 PM  System : You are now chatting with Apostolos
12:59:55 PM Apostolos : Hello BRANDON , My name is Apostolos , Thank you for contacting Comcast! How can i help you?
1:00:12 PM BRANDON SLUSAREK : Hello
1:00:16 PM BRANDON SLUSAREK : I have Gigabit internet service, and for the last few months I can no longer achieve speeds over 600mbps awhile being connect via ethernet cable. This issue had started on 3/30/20 and has been an issue since.
1:00:26 PM BRANDON SLUSAREK : My speeds were between 930-948 download and around 40 upload for the past year up until now.
1:00:35 PM BRANDON SLUSAREK : I tried resetting/Power cycling
1:00:46 PM BRANDON SLUSAREK : Replaced all ethernet cables with new CAT6 cables
1:00:50 PM Apostolos : Ok let's take a look
1:00:59 PM BRANDON SLUSAREK : Sure thank you
1:02:05 PM Apostolos : Ok can I text a code to 8895 to access the account?
1:02:24 PM BRANDON SLUSAREK : Yes
1:02:34 PM Apostolos : sent
1:02:53 PM BRANDON SLUSAREK : 154679
1:03:47 PM Apostolos : Ok give me a few minutes to pull up some diagnostics
1:04:12 PM BRANDON SLUSAREK : Sure
1:04:16 PM BRANDON SLUSAREK : Thanks
1:04:26 PM Apostolos : No problem
1:07:03 PM Apostolos : I am showing only 2 things in the signal you have a slight noise interference issue and you have a few uncorrectable errors and internal resets on the modem
1:07:52 PM BRANDON SLUSAREK : I'm to the point where I'm not sure what else to try other than replacing my Comcast XB6 gateway with my own modem.
1:08:04 PM BRANDON SLUSAREK : It had worked flawless up until a few months ago
1:08:09 PM Apostolos : It won't help
1:08:30 PM Apostolos : Trying to see neighbor data now
1:09:40 PM Apostolos : Let me run another test for a couple minutes
1:09:51 PM BRANDON SLUSAREK : ok
1:11:08 PM Apostolos : So while my test is running I will try to explain what I see
1:12:20 PM Apostolos : you have a slight noise issue which usually is caused by lose or no compression connections that allow foreign radio frequencies to affect the cable
1:12:54 PM Apostolos : that explains the packet loss and resets within the modem
1:14:41 PM Apostolos : although within acceptable levels it still degrade the service, The cause could be anywhere from the modem to were it connects on the pole or underground
1:15:43 PM Apostolos : Right now, I would check the connections everywhere they are accessible and make sure they are tight
1:16:04 PM BRANDON SLUSAREK : I have done that multiple times. All connections are tight.
1:17:59 PM Apostolos : Right now we can not dispatch a tech for that but once we are out of crisis mode I would suggest a visit, I wouldn't waste money at this point it is a signal issue it could even be a neighborhood network issue but I am not getting solid evidence of that
1:18:43 PM BRANDON SLUSAREK : So there is nothing that can be done at this time?
1:19:04 PM Apostolos : I can see some slight issues in houses around you but nothing to require action
1:19:50 PM Apostolos : At this time no, I am a field technician with 22 years and know how to read signal
1:20:53 PM Apostolos : The network could crash next week for example but I can't see that right now
1:22:09 PM BRANDON SLUSAREK : So what you are telling me is I need to "deal" with this issue while I'm paying for gigabit service and not receiving it and there is nothing that can be done about it? I'm really not sure I understand.
1:22:58 PM Apostolos : Are you getting over 600?
1:23:27 PM BRANDON SLUSAREK : Between 490-600.
1:23:40 PM BRANDON SLUSAREK : Typically in low 500 range.
1:23:52 PM Apostolos : Let me see one more thing
1:24:29 PM Apostolos : Do you have your own router looks like your modem is in bridge mode
1:25:13 PM BRANDON SLUSAREK : That is correct. I have actually tried taking out of bridged mode and connect to the modem directly via ethernet from multiple laptops with the same result. Speeds in low 500s for download.
1:25:35 PM BRANDON SLUSAREK : I have had this configuration for the past year with no issue up until now.
1:27:07 PM Apostolos : At this point there is nothing that can be done without a tech visit the seed you are getting currently is higher then the next tier I usually place expectations over 600
1:27:47 PM BRANDON SLUSAREK : Around what time are tech's going to be able to be dispatched?
1:28:22 PM BRANDON SLUSAREK : So the provisioning on the modem is correct? It an issue with cable coming into the house?
1:28:39 PM Apostolos : Right now it is only primary outlet out of service and some areas are outside check only
1:29:02 PM Apostolos : yes you have the right bootfile
1:29:49 PM Apostolos : I could be anywhere from modem to network
1:30:16 PM BRANDON SLUSAREK : It's definitely an issue to the modem at this point.
1:31:07 PM Apostolos : I can't know we need local inspection to determine
1:31:50 PM BRANDON SLUSAREK : So I can have a tech come out in a few week, months, years? I was looking for a time frame of some sort.
1:32:24 PM BRANDON SLUSAREK : And how would I dispatch a tech later on? Go through this same troubleshooting?
1:32:27 PM Apostolos : I can't give a timeframe it depends on the current situation
1:32:36 PM Apostolos : yes
1:33:27 PM Apostolos : It could also correct itself if its on the network
1:33:48 PM BRANDON SLUSAREK : wow. ok it's been 2 months already.
1:35:00 PM Apostolos : I understand but sometimes fixing something that causes an outage 5 blocks away fixes your problem too, it's just not showing now
1:35:47 PM BRANDON SLUSAREK : So there could be an outage 5 blocks away that has been a outage for 2 months?
1:36:53 PM Apostolos : No, I'm not talking literally, there could be a problem brewing but it's not showing right now
1:37:09 PM BRANDON SLUSAREK : ok thanks

Frequent Visitor

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11 Messages

10 m ago

It's a hardware/firmware problem. XB7 fixed my problems.

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