Vinndalf's profile

New Poster

 • 

6 Messages

Tue, Mar 23, 2021 4:35 AM

internet plan upgraded but upload/download speeds have not changed

Xfinity changed my internet plan over 24 hours ago. I was on a 70 mbps download / 5mbps upload plan, and I changed to 200 mbps download / 10 mbps upload. But I'm not seeing any change to speeds at all. Assistance would be welcome.

I have tested speeds from four different devices in my house and they all consistently report download speeds of about 61 mpbs and upload speeds just under 5 mbps, exactly as they did before the upgrade. Two of the test devices have wireless connections. The other two are on ethernet: one is my desktop machine, and the other the router itself (a Unifi router with a built-in speed test of its own.)

Xfinity has a troubleshooter that mostly tells you wireless speeds are faster when the device is close the access point and that you shouldn't expect to see exactly your max speed. It does reboot your cable modem for you, which I have now done twice. No change.

The equipment is all capable of much faster speeds. The modem is an Arris SB6190. The router has four GB ethernet ports. The desktop machine is connected to one of those. The desktop's network adapter is an "Intel Gigabit CT."

I'm using various speed test applications: the one on the Xfinity site, the one in my router, a mobile app, and the www.speedtest.net site. Results are approximately consistent everywhere. On my end I don't see any change in observed behavior to suggest that the plan upgrade affected the speed at all.

Intriguingly, one page on the Xfinity site still says I have the old speed: the page that gives details about my modem says "This device is compatible with your service download speed of 70 Mbps." (https://www.xfinity.com/support/devices#details) Was the change not completely executed? FWIW, I'll attach screenshots of the two contradictory indicators I see in the Xfinity site.

Responses

New Poster

 • 

6 Messages

2 m ago

I tried again this morning, sort of hoping that maybe the problem would fix itself--that the change might have needed as much as 48 hours to percolate through the system. No such luck. The speed test on the Xfinity site still reports a download speed of 61. The only change from what I reported above is that Xfinity's router details page no longer shows any text below the router image--the text beginning "This device is compatible..." is gone.

ComcastAshley

Official Employee

 • 

71 Messages

Hi @Vinndalf, I would be happy to help and look into your concern speed concern. send me a private message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send me a private message,  click the chat icon, then the pencil/pad and then Xfinity support.

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New Poster

 • 

6 Messages

2 m ago

Update: achieved a breakthrough when Xfinity suggested I try wiring my desktop machine directly to the cable modem, bypassing the router. Then I saw 238 Mbps download speed! Turns out my Unifi router automatically enables a "smart queue" feature on connections < 300 Mbps to prevent any one device from completely soaking up all bandwidth. That setting was limiting all devices.

The Unifi support forum explained smart queues for me, but it was the patient and very helpful Xfinity support (on chat) that got me pointed in the right direction.

(edited)

Visitor

 • 

2 Messages

24 d ago

Hello, I am having almost the exact same problem as the person above - I can't seem to find out how to make my own post to ask questions. I can never figure out how to actually speak to someone at Comcast - I have a Motorola MG7540 modem/router and I have gotten to the router website to look at settings - but I don't know what settings to mess with to increase the speed. Can anyone help?

New Poster

 • 

6 Messages

@thaddeustroy  On my router what I needed to find turned out to be a configuration setting for the WAN network called Smart Queues. But I don't know enough about Motorolas to know if you have the same setting I do.

EG

Expert

 • 

86.6K Messages

@thaddeustroy

Look for a setting named something to the effect of QoS (Quality of Service). If present, try disabling it and see.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

New to the Community?

Start Here