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user_6d8a28
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Monday, December 18th, 2023 6:53 AM

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Internet speeds are half of what I am supposed to get

I currently have the Gigabit Plus internet plan where I am supposed to get download speeds of 1200 Mbps and upload of 200 Mbps. However, I connected my computer to the XB7 gateway modem via ethernet and I am only getting ~600 Mbps, sometimes less. This started to happen a 1-2 months ago.

I already contacted an agent online and did the recommended steps of renewing my IP and resetting my modem but to no avail. I have another computer that is experiencing the  same. I am using a CableMatters CAT6 ethernet cable. 

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Updated 

11 months ago

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BruceW

Gold Problem Solver

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26K Messages

11 months ago

... I am only getting ~600 Mbps, sometimes less ...

Low speeds can be caused by a problem with the connection between your equipment and Comcast's network, often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your gateway (from http://10.0.0.1):

  • model number
  • uptime
  • downstream: power levels, SNR (or MER), and error countsfor all channels
  • upstream: power levels for all channels
  • complete event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_6d8a28

2 Messages

  • model number: CGM4331COM
  • uptime: 1 days 1h: 32m: 20s
  • downstream:
    Channel ID 20 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 21 22 23 24 25 26 27 28 29 30 31 32 193
    Lock Status Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked Locked
    Frequency 531 MHz 417 MHz 423 MHz 429 MHz 435 MHz 441 MHz 447 MHz 453 MHz 459 MHz 465 MHz 471 MHz 477 MHz 483 MHz 489 MHz 495 MHz 501 MHz 507 MHz 513 MHz 519 MHz 525 MHz 537 MHz 543 MHz 549 MHz 555 MHz 561 MHz 567 MHz 573 MHz 579 MHz 585 MHz 591 MHz 597 MHz 603 MHz 957000000
    SNR 44.6 dB 44.7 dB 44.5 dB 44.3 dB 45.1 dB 44.2 dB 44.6 dB 44.9 dB 44.0 dB 44.9 dB 44.3 dB 44.4 dB 44.6 dB 44.3 dB 44.4 dB 44.6 dB 44.3 dB 44.4 dB 44.6 dB 44.4 dB 44.7 dB 44.5 dB 44.6 dB 44.5 dB 43.9 dB 44.8 dB 43.8 dB 44.3 dB 44.5 dB 43.7 dB 44.6 dB 44.0 dB 41.5 dB
    Power Level 4.3 dBmV 4.1 dBmV 3.8 dBmV 3.4 dBmV 4.6 dBmV 3.1 dBmV 4.2 dBmV 4.4 dBmV 3.2 dBmV 4.8 dBmV 3.9 dBmV 4.0 dBmV 4.3 dBmV 3.7 dBmV 4.2 dBmV 4.2 dBmV 3.8 dBmV 3.9 dBmV 4.1 dBmV 3.9 dBmV 4.4 dBmV 3.7 dBmV 4.3 dBmV 4.1 dBmV 3.4 dBmV 5.2 dBmV 3.4 dBmV 4.1 dBmV 4.6 dBmV 3.3 dBmV 5.1 dBmV 4.3 dBmV 2.5 dBmV
    Modulation 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM 256 QAM OFDM
  • upstream:
    Channel ID 17 18 19 20 43
    Lock Status Locked Locked Locked Locked Locked
    Frequency 16 MHz 22 MHz 29 MHz 35 MHz 36 MHz
    Symbol Rate 5120 5120 5120 5120 0
    Power Level 41.0 dBmV 41.3 dBmV 42.0 dBmV 42.3 dBmV 37.7 dBmV
    Modulation QAM QAM QAM QAM OFDMA
    Channel Type ATDMA ATDMA ATDMA ATDMA TDMA
  • complete event log:
  • GUI: User:admin login 2023/12/18 22:36:13 Notice
    IGD[12344]: config.utapi s_add_portmapdyn: add entry (index 1): add/overwrite entry param portmap_dyn_1 value:enabled,none,9308,10.0.0.27,9308,udp,18000,1702966385,10.0.0.27:9308 to 9308 (UDP) 2023/12/18 22:13:05 Notice
    IGD[12344]: config.utapi s_add_portmapdyn: add entry (index 1): add/overwrite entry param portmap_dyn_1 value:enabled,none,9308,10.0.0.27,9308,udp,21600,1702962770,10.0.0.27:9308 to 9308 (UDP) 2023/12/18 21:12:50 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169722, rcvd 59514507 2023/12/18 20:16:56 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169719, rcvd 59514505 2023/12/18 20:16:56 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514503 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169695, rcvd 59514499 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169693, rcvd 59514496 2023/12/18 20:16:55 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169664, rcvd 59514470 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169664, rcvd 59514470 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169664, rcvd 59514470 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169664, rcvd 59514470 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169663, rcvd 59514470 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18169663, rcvd 59514469 2023/12/18 20:16:54 Notice
    IGD[12344]: config.utapi traffic stats: bytes sent 2147483647, rcvd 2147483647, pkts sent 18164713, rcvd 59514464 2023/12/18 20:16:54 Notice

11 months ago

0

XfinityDena

Official Employee

 • 

2.5K Messages

@user_6d8a28 I understand how important your services are to you as they are to me as I also to work from home full time and any service issues will cause a headache not only to not be able to assist my customers but prevents my kids from getting school work done and being entertained while I am working! 

 

I want to make sure we are respecting your time and not repeat the steps you have taken previously. What additional troubleshooting steps have you taken outside of renewing your IP and resetting the modem? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

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

11 months ago

0

BruceW

Gold Problem Solver

 • 

26K Messages

11 months ago

model number: CGM4331COM ...

That's one of the model numbers Comcast refers to as an "XB7" gateway (see https://www.xfinity.com/support/articles/broadband-gateways-userguides#mcetoc_1gj04r8us2c). The power levels and SNR values look good, but there are other values that modems do not report. The event log entries don't help us, unfortunately.

You could try swapping out the XB7. My guess is it won't help, but that's just a guess. The only way to know for sure is to try it. If swapping out the device and the troubleshooting tips article don't help, as stated above, the next step would be to have a tech come out and figure out what's going on. Good luck!

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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