Skip to main content

  • Home

  • Getting Started

    • Offers

J
JerseyMike888
20th Anniversary celebration
1st Topic
Conversationalist

Visitor

 • 

17 Messages

Sunday, August 13th, 2023 4:59 PM

Closed

Gigabit x2 - Not getting what I'm paying for

Hi.  I figured I'd try posting this issue here, since going through the customer support phone number is a royal waste of time and I always end up with [Edited: "Inflammatory"] in a foreign country whose only solution is to reboot the modem.

I just recently upgraded to the Gigabit x2 service which is supposed to be 2000 mbps down and 200 mbps up (and as a result, lost my original bundle and my bill went up $110 for something that costs only $40 more than what I had before...but I digress).  I have the XB8 Modem/Gateway.  I am connected via ethernet on the 2.5GB port using a 2.5GB ethernet card on my PC.  I've run multiple speed tests (Xfinity, Ookla, etc.)...and can never get above ~1600 mbps down and barely 100 mbps up.  Tried calling the support line and got absolutely nowhere.  Is there anyone from Xfinity that can help me out here.  I'm paying for 2000/200 and I'm not getting that...I actually got better speeds when I was using my own modem on the Gigabit tier...getting 1400 mbps down / 40 mbps up.  Did I lose my bundle and trade it for just for a bigger bill ????  

--JerseyMike888

(stuck with Comcast because there's no other choice)

Question

 • 

Updated 

1 year ago

 • Edited

6K

5

Was this helpful?

br_k230

Visitor

 • 

28 Messages

1 year ago

> getting 1400 mbps up / 40 mbps down

Probably the other way around.

With 800Mb service, I was getting 930/24. I upgraded to 1Gb service, raising the underlying cost (unrebated cost) by $10 and now I'm getting 930/24 *PLUS* they disabled my X1 TV box. I did get the disablement fixed. Only an hour on the phone, but they _will_ waive the TV charge for one day.

2

0

JerseyMike888

Visitor

 • 

17 Messages

@br_k230​ Fixed it.  :-)

1 year ago

0

rdwilcox

2 Messages

If your backbone is only gigabit, you won't get more than 940 Mbps.  If your backbone is 2.5 Gbps, then you should get about 1200 Mbps download speeds.  On gigabit backbones, about 60 Mbps is used for overhead.

1 year ago

0

EG

Expert

 • 

108.1K Messages

1 year ago

@JerseyMike888 

Would you mind sharing with the community what the solution was ? Thanks.

8

0

JerseyMike888

Visitor

 • 

17 Messages

@EG​ The issue has not been resolved.  My previous comment was in reply to the typo that @br_k230​ had pointed out in my original post.

1 year ago

0

XfinityWilliam

Official Employee

 • 

1K Messages

Hello @JerseyMike888. If you are not getting the correct speeds with our awesome XB8 modem at this time, please make sure you live in a next gen market. Also, we plan on releasing more markets on 8/17/2023 for higher speeds.

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

1 year ago

0

JerseyMike888

Visitor

 • 

17 Messages

I would not have switched to the XB8 if the x2 service was not available in my area....geez!

1 year ago

0

XfinityDilary

Official Employee

 • 

1.9K Messages

That's understandable, @JerseyMike888. I'm sorry that the issue has not been resolved yet. I'd like to ask you some additional questions and help in any way we can. You mentioned testing the hardwired speed. Are you having the same issue on all of your devices? Are you experiencing specific symptoms such as lagging, intermittent connectivity, or buffering? Or is your main concern the speed result on that specific device? What kind of device are you using to test it (model/brand)? Did you check if it's capable of reaching that speed while hardwired? 

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

1 year ago

0

JerseyMike888

Visitor

 • 

17 Messages

@XfinityDilary​ My main concern is that I'm now paying a [Edited: "Language"]ton of money for something and I'm not getting what I'm paying for.  And yes, my device is very much capable of reaching that speed hardwired... (I'm an IT network engineer...I know what I'm doing here).   

(edited)

1 year ago

0

EG

Expert

 • 

108.1K Messages

1 year ago

@JerseyMike888 

Oh, OK. I see. Thanks. My comment still applies if and when there is a solution if you don't mind ? Good luck with it !🙂

0

0

JerseyMike888

Visitor

 • 

17 Messages

1 year ago

So here's the update...after two consecutive tech visits:

Tech visit #1 (yesterday):

Tech tests everything on the coax side and his meter shows 2k+ down and 400+ up speeds.  Plugs into the modem wan port, tries his meter and can't get his test to work...thinks his meter is broken, sets up a follow up visit for next day with a different tech and leaves.

Tech visit #2 (today)

Tech does everything the guy from yesterday did, same results...meter can't test when using the ethernet...only on the coax.  I just happen to mention that the modem is in bridge mode and I use my own secure firewall (because Xfinity's firewall is garbage...but I digress).   He asks me to switch it back to quote "normal" mode....and lo and behold his meter works over ethernet and was able to run the test.  (First commentary on the inept tools this company gives its techs....if a modem is CAPABLE of being in bridge mode...your test equipment should be smart enough to detect that and not crash if it is).  Anyway, after running the test, the first thing the tech says is that upload is capped at 100 mbps...even though I was sold an upload speed of 200 mbps and that's what it says when I go to the Xfinity website:


and the download speed never got over 1600 mbps.   The tech's reaction was basically... it is what it is...that's what you get.  

So bottom line, the situation has not been resolved.  I lost my grandfathered bundle deal...got stuck with a higher bill and my overall download speed went up by only ~400mbps and my upload speed went up by only ~40mbps.  I'm currently on the phone to go back to the Gigabit service with my own modem (which I consistently got between 1200 and 1400 mbps) and return this XB8 garbage....and even that is becoming a royal pain in the behind, dealing with people who are clueless on the other side of the globe.

I thoroughly DESPISE this company and its monopolistic practices....I wish there was a true broadband alternative in my area.

(edited)

3

0

XfinityFrank

Official Employee

 • 

1.1K Messages

@JerseyMike888 I am sorry about the experience! We would like to see if we can find out more and assist in any way we can. The offer still stands to send us a private message.

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

1 year ago

0

JerseyMike888

Visitor

 • 

17 Messages

So I finally switched back to the Gigabit Extra package using my own Netgear modem and this is what I'm getting now:

Using Xfinity's garbage equipment and the Gigabit x2 service, I was only getting just under 1600mbps up and 100 down...so basically, a 12% increase in speed for a 50% increase in cost.  Not worth it.  I'm pretty sure 90% of Xfinity's customer base has no idea of how any of this works and has no concern for data security, and are fine with being hoodwinked, as long as they have a Wi-Fi signal that stays on long enough to watch that Netflix series. But for those of who work from home in the tech sector and need a consistent fast broadband connection, it's extremely frustrating having to put up with subpar quality (and extremely slow upload speeds) for an exorbitant price, and deal with inept and clueless "support" people.  Unfortunately, this company has a monopoly in this area...so we're basically stuck with them.



1 year ago

0

XfinityJorge

Official Employee

 • 

1.9K Messages

Thank you for the update, and we are here to pick up where we left off if needed. Please send us a private message and our team is happy to work together. 

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

1 year ago

0

rdwilcox

2 Messages

1 year ago

We get about 2100 Mbps download but my upload is only about 60 Mbps on the upload side.  That's a long way from the 200 Mbps advertised speeds.  It seems like no one has any idea about the new X2 tier.  Several hours on the phone to no avail.  We only got this x2 tier to increase our upload speeds.

(edited)

2

0

JerseyMike888

Visitor

 • 

17 Messages

@rdwilcox​ I ended up returning their garbage modem.  It's completely dumbed down.  You can't even do port forwarding correctly.  I went back to my Netgear CM2050V and the Gigabit Pro.  No sense in paying extra $$$ for just 200mbps more download speed.  I get 1400 up and 100 down with the Netgear, and I have full control over my setup.

1 year ago

0

user_4i1wux

1 Message

Are you getting proper upload speeds now? 

1 year ago

0

forum icon

New to the Community?

Start Here