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el_condor
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3 Messages

Tuesday, May 16th, 2023 4:45 PM

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MB8611 - Subscribe to 800Mbps only getting 130Mbps

Hello,

I've been having this problem for over a month.  I upgraded my modem and service but cannot receive the 800Mbps.  I'm using Xfinity Speed Test page for reference.

I purchased the MB8600 and after activating it with Comcast, I was told I could increase the speed for a lower monthly price.

Comcast tech support said they modem was not accepting the config file but sent a tech out to check the lines.

The tech changed the line to my modem then tested speed up to 1Gbps.  Spoke to Comcast tech support and they said the problem is still with the modem.

Comcast is billing me for the field tech coming out, even though he changed the line....

I read on these forums that the MB8611 works better, so I purchased this and activated it but still only get 130Mbps.

Here are the event logs and connections status from my modem.

[Image Removed: "Personal Information - MAC Address"]

Question

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Updated 

2 years ago

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XfinityAnthonyT

Official Employee

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1K Messages

2 years ago

Hey there, we are aware of an issue preventing the MB8611's from updating their firmware automatically. Can you confirm your current firmware for me? That is likely the issue. 

3

el_condor

Visitor

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3 Messages

@XfinityAnthonyT​ 

Hello -Thanks for your post, here's the software info, Motorola says it's the latest one.

2 years ago

0

CCDaisy

Problem Solver

 • 

127 Messages

Hello @el_condor glad that everything is up to date with the firmware. Can you send us a direct message with your full name, the account holder's name if different from yours and the full service address? 

 

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

 

I no longer work for Comcast.

2 years ago

0

el_condor

Visitor

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3 Messages

@XfinityDaisy​ - Sent, thanks!

2 years ago

0

EG

Expert

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108.2K Messages

2 years ago

@el_condor @XfinityAnthonyT @XfinityDaisy 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

0

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masonf

New Poster

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4 Messages

2 years ago

I have been exchanging details with an Xfinity employee. He/she has been helpful but working through the details "here" and via a DM thread isn't a great customer service experience. What might have taken 5 minutes to explain by phone is taking hours/days. I'm hopeful that we'll get some resolution but would be surprised if it doesn't take weeks or longer.  

And it blows my mind that Xfinity paid a contractor a lot of money (a few thousand dollars at least?) to run the line under the road and then dropped it entirely....a buried line connected to nothing. Crazy waste of money and time. 

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