Mike5611's profile

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12 Messages

Mon, Dec 20, 2021 4:40 PM

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internet speed not being delivered

I am paying for a 1200 Mbps plan and Comcast speed tests (wired, connected directly to router) lately have never exceeded 540 Mbps. More typical is 460-490 Mbps. This is without other devices using any significant data, after rebooting the modem, and so on.

I realize my modem cannot handle 1200 -- it tops out at 850 or 950 -- but it was the fastest Comcast-certified one available when I switched to higher speeds. (It is a DOCSIS 3.1 modem.) When the new service was first put into place, speed tests showed close to 1000 Mbps. Now, they show less than half.

Please fix this!

P.S. What is wrong with the Web page? It has a huge photo and the rest of it is off screen, with no scroll bars, unless I reduce to 50% magnification.

P.P.S. It is annoying to see a letter from your director of customer experience, saying Comcast is customer focussed, and at the same time have all ways to contact a human directly removed from the support Web page. It is bad enough to reduce customer service, but please don't brag about your commitment to customers at the same time!

Accepted Solution

Mike5611

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12 Messages

Hace 5 m

PROBLEM RESOLVED. It was not Comcast's fault.

I discovered a speed test in the Web interface of my new router. It shows 1200 Mpbs coming in. So the problem is not the incoming signal.

Thanks to all who commented and to Comcast for working with me on this. It is embarrassing, but best to say "I was wrong."

EG

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93.8K Messages

@Mike5611

Glad you figured it out ! Now closing your topic. 

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EG

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93.8K Messages

Hace 5 m

FWIW. It's yours to fix. What happens is that when you use an incompatible modem for a faster speed tier, the modem will default to using an even slower configuration file, so you may get even slower speeds than before. You need to use a compatible device. You can search for one at this link: https://www.xfinity.com/support/devices#details  

Mike5611

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12 Messages

Hace 5 m

Hi @EG and thanks for taking the time to reply.

The current modem (Netgear CM1150V) was the best (highest speed) modem that Comcast offered at the time and was recommended by Comcast when I got the service. And it performed fine, giving 900+ Mbps at that time. Something has changed.

I am considering replacing it (though it's just a year old) with the faster one Netgear released later (CM2050V), but I'd like to see the speed near the current modem's limit before I spend more money for a new one.

It seems reasonable to me that Comcast should deliver the same speed they delivered when I first got the service. Is that not reasonable?

EG

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93.8K Messages

@Mike5611

My pleasure. They recently changed the gig tier from being 1000 Mbps to 1200 Mbps. That device may have been compatible beforehand but it no longer is. That device is only rated to 948 Mbps by them;

https://www.xfinity.com/support/devices#details 

It may not be what you would like to hear, but... My explanation and my advice applies. Good luck ! 

(edited)

I am not a Comcast Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.

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Mike5611

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12 Messages

@EG -

That device is only rated to 948 Mbps by them

Yes, I know. If I could get anything close to that, I'd use it for another year before replacing it. The TCO of everything computer-related is going up and up, as support for older devices evaporates.

- Sigh - perhaps I'll swap the modem now, as you say, to get closer to the speed I'm paying for. My fear is, I'll change it and still won't get the speed. Then I'll be out close to $300 and my time, and Comcast will continue building the Great Wall around their customer service staff (if they have any remaining).

Best wishes for the season.

EG

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93.8K Messages

For clarity's sake for all readers here, I'll repost this part;

"What happens is that when you use an incompatible modem for a faster speed tier, the modem will default to using an even slower configuration file, so you may get even slower speeds than before. You need to use a compatible device."

SEASONS GREETINGS !! 😊

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.

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Mike5611

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12 Messages

@EG 

"What happens is that when you use an incompatible modem for a faster speed tier, the modem will default to using an even slower configuration file, so you may get even slower speeds than before. You need to use a compatible device."

I for one read and understood the statement and still consider that a defect at the Comcast end. The modem is only '"incompatible" in that it can't receive the maximum speed. I consider it unreasonable for Comcast to send half the speed that it can receive and then call it "incompatible."

Incompatible?

“When I use a word,’ Humpty Dumpty said in rather a scornful tone, ‘it means just what I choose it to mean — neither more nor less.’

However, I'm a realist. Between a consumer with other things to do and a huge corporation focused on profit, I know who is more likely to budge. The new modem is on order. I also have a troubleshooting appointment with Comcast tomorrow, and if they do fix this, I'll return the modem unopened.

And to be clear, yes, I'm prickly about this. But not towards you (@EG), whose contributions I appreciate!

(edited)

EG

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93.8K Messages

I hear you man ! And yer' prechin' to the choir here. It's their ball and their game. Only you can choose whether or not you will play.

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? Please mark an Accepted Answer!tick
Mike5611

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12 Messages

Hace 5 m

Well, I got the worst-case result: I swapped the modem for a CM-2050V, set it up and activated it, and there is no increase in speed whatsoever. Comcast has come out and checked my setup repeatedly and states everything is fine. What I can't seem to do any more is speak to a human at the Comcast office who can verify that they have set up my account for the correct speed. (Those people seem to have been replaced by chatbots.)

I am at a loss as to my next move.

(edited)

Official Employee

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538 Messages

Hi there and hello to you @Mike5611!  Thank you so much for taking the time to reach out to Xfinity here on out Community Forum.  We are so glad to hear from you and want to assist in getting this taken care of in any way that we can.  In these times, we fully understand needing services that functions seamlessly at all times.  No worries!  You have reached out to the right team, can we are going to do everything that we can to get things squared away.  Let's get started!  First, can you please shoot us a private message with your full name and complete service address?  That way we can access your account to take a look at what's going on.  

 

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3ssqO0A 

 • Click the "New message" (pencil and paper) icon

 • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

 •  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

 •  - An "Xfinity Support" graphic replaces the "To:" line

 • Type your message in the text area near the bottom of the window

 • Press Enter to send it

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Mike5611

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12 Messages

Thank you, Armand. I sent a message as you requested.

(edited)

Mike5611

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12 Messages

The chat was quite unsatisfactory. It lasted 1.5 hours, during which time the Xfinity tech had me power cycle the modem, checked the MAC address, and sent a provisioning signal. None of that helped, and with up to 20 minutes between responses from the Xfinity side, it was very time-consuming. If Comcast wanted to tire me out so I'd stop raising the issue, they couldn't do a better job of it.

Mike5611

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12 Messages

To follow up with better news: I raised the question of whether infrastructure to my home might be the problem, since everything else has been more or less ruled out. (I've tried testing with two modems, two routers, two computers, a direct connection to the modem, at different times of day; and the modem has been reset numerous times and re-provisioned.) I got a positive reply from Comcast, and further on-site service is scheduled to examine that question. That is a more positive outcome.

(edited)

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