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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

10 m ago

So I finally have my situation resolved. But what had to take place was to change my pkg. I was paying for 1GB which was due to expire July 8th, but since January, my speed has only been between 5 - 600s as I stated in my previous posts. Comcast sent me out a replacement XB6 which did not help in the least. I finally resolved to just wait until I could find a new pkg and see what happens then. So I hadn't been able to find one, but I had until July. So I continued to wait and put up with half the speed I was paying for. Then, a few days ago, my speed suddenly dropped to 230. Comcast tech tried to help and speed dropped to 58. So she sent me an XB7. In the meantime, during that same call, I mentioned about my pkg expiring and asked if she could help me find another one. I told her that as long as I'm only averaging 600 now, that I may as well see if there's any pkg that's around that speed or better but for a better price. Saving money was the most important thing, and because of their lack of producing the speed I was paying for, I now realize I'm okay at the slower 600. She found one for me, and connected me to the right person to finish up with, and I'm now on a new pkg that started immediately during that very same call. Don't you know that as soon as they reprovisioned the modem for the new pkg, my speed immediately jumped back up to in the 700s!!!!!! Not only did it resolve the problem I was experiencing that day, but it apparently fixed the problem of obtaining the right speed. Since I'm only subscribed to 600+ now, I can't say for sure. But I suspect that if I had taken the other 1GB plan she had told me about, that I would have been up to the 1GB speed I was supposed to be getting all along! But even then, before the XB7 was even ready to ship, the problem had been resolved.

So why couldn't Comcast fix the problem before then? I suspect it's because they wanted me to change pkgs. I suspect that they're forcing people to take new pkgs probably because they know that if they can get people to change pkgs, then those people will also accept more expensive pkgs.

I got the replacement modem and set it up in bridge mode. Speed test on fast.com says 700 even. That's worlds better than previously. Oh!! And the service hasn't been feeling like it's been fluctuating - faster slower faster slower.... and often.

hqduong

Frequent Visitor

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19 Messages

10 m ago

I just had the same issue resolved. It was the XB6 modem. I was grasping at straws and on a hunch support asking for the new XB7 modem. Both were setup on bridge mode. As soon as I got it setup, everything is flying now. Getting 940 MBps!

I retired everything and was thinking it was my wiring job, nope. Comcast.

Regular Visitor

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3 Messages

10 m ago

EDIT: Called and found out XB7 modem is available, they are shipping me one in a few days. Seems like this will so the issue, i'll follow up with the results.
 
 
This is either something intentional or a big intentionally being ignored.
 
I have the same issue, I had a work around that worked to get 1gig in bridged mode but that no longer works. I'm forced to reboot xfi gateway after enabling bridged mode or it will not give out a wan ip to my router (yes I tried rebooting router).
 
Before if you disable bridge mode, reboot xfi gateway, then enable bridge mode wait the 60+ seconds (no restarting of xfi gateway) my modem would get wan ip etc and I would get the full gigabit 900+. This worked for extended periods of time because I had xfi gateway on UPS battery backup so it wouldn't restart on power outages etc. Still was a huge pain to do this, but now no longer works.
 
I've also tested bridge mode without my own WiFi router, connecting it to my PC via Ethernet. Same results if xfi rebooted after bridge mode enabled goes down to 640mbit. When the work around worked it would be full gig enabling bridge mode without rebooting. So has nothing to do with my router. Also tested multiple network cards on my pc same results.
 
I have the xb6 gateway with the latest firmware FYI
chris_guay

Contributor

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25 Messages

10 m ago

I bought a netgear modem, no more issue, running 850-930gbps. Havent returned xfi rental yet , but hoping when i do i will see a little drop in monthly bill.....

Frequent Visitor

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18 Messages

10 m ago

Same here... just posted a thread titled "Why is XFinity Gigabit so Trash" in the home network forum detailing my experience. 

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