Visitor
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2 Messages
Internet speed hasn't changed after plan upgrade
I was on a 400/10 Mbps plan and was getting around 470/11 Mbps. I upgraded to a plan which offers 600/20 but my network speeds haven't changed at all. I'm using a Motorola MB8611 modem, TP-Link AC1750 router, and Cat 5E Ethernet cable wired to my Gigabit capable motherboard.
Per https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 I've connected my PC directly to my modem and power-cycled and I get the same 470/11 Mbps data rate.
Looking at the modem event log there are a number of T3 time outs and some "Failed to acquire QAM/QPSK symbol timing" errors. I can post screens of the logs if that'd be useful.
Any suggestions on next steps? Is this more likely a local problem and I should inspect my cables and connectors? Or something wrong with the modem? Or is this a service issue?
Thanks!
Accepted Solution
CC_Tony
Retired Employee
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1.4K Messages
3 years ago
Thank you for your post, @user_f65e11! We can definitely look at your bootfile to make sure your modem is getting the proper authorizations for your speed. I would also like to see if there are any impairments in your area that could have an effect. Can I get you to use the Direct Messaging icon in the upper-right (next to the bell) and compose a new message to "Xfinity Support" with your name and address?
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Accepted Solution
user_f65e11
Visitor
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2 Messages
3 years ago
This issue was resolved in the direct messaging due to the wrong bootfile on the modem.
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