Visitor
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2 Messages
Internet speeds much lower - Xfinity tech claims it's my modem
My speed tier should get me up to 2 Gbps, however about 6 months ago my speeds have dropped, I barely get 500 Mbps now. I use a router but even direct hardwire from my desktop computer to the modem doesn't get any better speeds.
I've replaced my modem with one on the Xfinity approved modem list - Motorola MB8611 DOCSIS 3.1 Multi-Gig.
That didn't help.
I replaced my router with an TP-Link AX3000 (Archer AX55 Pro). Didn't help.
Finally I had Xfinity send out a tech yesterday. He checked the outside box, all good. Connected his tester to the cable that connects to my modem and he got 2Gbps speeds. So he said it's not an Xfinity issue but my modem.
So, low speed on my old modem and new modem??
I'm wondering, could it be possible that the wrong provisioning is on my modem?
I'm hoping to get an answer here because calling Xfinity support is horrible.
Thank you.
XfinityAngie
Official Employee
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1.9K Messages
1 month ago
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Locutus_65
Visitor
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2 Messages
18 days ago
I have done extensive troubleshooting since my original post. I have had a comcast tech out who briefly checked the lines and said it's my modem that is causing the issues.
Since that time I have been in contact with a corporate representative who was trying to help, but I haven't been able to contact her for over a week. I've left multiple voicemail with no return calls.
I've replaced my original Motorola modem with a Netgear Nighthawk CM3000-1AZNAS.
I've also replaced my cables with new CAT6.
My upload speed increased but not download.
It turns out there are a lot of instances of uncorrectable codewords in my modem logs, which indicates an issue with cable/connector issues downstream from my modem.
I do have 1 splitter at my modem but I removed that and it didn't make any speed difference. It changed the uncorrectable codewords but not much.
I have documents and images of the uncorrectable codewords but can't see any way to attach.
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