New XB7 is significantly slower than XB6 being replaced

I received the XB7 today in the mail. Before disconnecting my XB6, I ran some speed tests. The speeds were between 183 mbps and 391 mbps. I pay for Gigabit service, by the way, so I was hoping for an improvement.

I connected the XB7 and ran numerous speed tests. It never clocked faster than 110 mbps.

I reinstalled the XB6 and again achieved speeds of 177 mbps to 384 mbps.

Is there any reason I shouldn't just take the XB7 back to the Xfinity store?

Responses

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adunner3

Visitor

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1 Message

3 years ago

I replaced my XB6 gateway with the XB7 because I had the 1200 MB/s plan and it wasn't getting close to it. I then had a new XB7 shipped to me and I set it up. Since then, I've had technicians out, nothing but problems, and similar 100 MB/s speeds and lower as you mentioned. I no longer have the XB6, and I wish I did. However, it isn't even capable of reaching the 1200 MB/s speed(why I upgraded)

Still dealing with these issues today; endless support chats but a "senior technician" is coming out apparently. My advice would be to ask for the ticket to be escalated to the advance team. Good luck!

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Jlavaseur

Problem Solver

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948 Messages

3 years ago

Is this a wired or Ethernet connection? Just curious, I get 1400 with my xb7 wired

1

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mjross2037

Regular Visitor

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7 Messages

@jlavaseur

We're 100% wireless. The XB6 speeds have been fine for our purposes, but I'm not going risk going slower for the newer technology as I work from home.

3 years ago

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cevans6318

Contributor

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28 Messages

3 years ago

Comcast gave me the XB7 when I went to them with my old XB3. They claimed it was the latest and greatest modem. Has been nothing but problems. Initially was fine but after a week, it would disconnect. Had to move the modem to a different outlet in the house. Was fine for a few more weeks then I lost my wifi network on my list of networks on my laptop. Now I am again using a ethernet cable but the internet speed is horribly slow. comcast only says with problem with my laptop or modem issue.

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CCMacey

Gold Problem Solver

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541 Messages

Good morning, @cevans6318, and thank you for reaching out through our Community Forums regarding your Xb7 Advanced Gateway concerns! I'm sorry to see that it hasn't been working for you as anticipated.

You mentioned that you tried a different outlet in the house; can you tell me if you've done any other troubleshooting, such as using the Xfinity App to troubleshoot, rebooting the modem, forgetting the network on your laptop and reconnecting, etc?

I no longer work for Comcast

3 years ago

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maryjane7205

Regular Visitor

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6 Messages

3 years ago

I also just upgraded to "unlimited" and from 1000Mbps to 1200Mbps, I plugged in the new XB7 and I am getting 32.5Mbps both wireless and wired. I will say that the speed seems ok, but for streaming and my Ring and Blink cameras it wont keep up. I tried everything and spent an hour chatting and trying settings and re-booting. I have a service technician coming out in 2 days, but if my speed is going to be slower I don't want it.

Why does this have to happen every time. I feel like we are being experimented on as we went though the same thing when moving to the newer router 3 years ago and then back in the 2000's when Xfinity started using the Motorola Surfboard. I go around promoting Xfinity as "The Ferrari of Internet" to everyone I know and just hope this is an easy fix.

Are they still giving the "Pods" for mesh network to unlimited customers? It sure would be nice for all the trouble lately...

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wjhandy

New Poster

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3 Messages

3 years ago

I believe these modems highlight problems with coaxial cables that are delivering weak signal to your house.

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maryjane7205

Regular Visitor

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6 Messages

3 years ago

wjhandy - Thanks for the reply, I did a fair amount of reading on these forums just now and it seems just about everyone either ended up switching providers or getting new lines installed. Sounds like there may be some service credits to be had as well. Thank you!

3

XfinityAntoine

Official Employee

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1.4K Messages

Hey maryjane7205! Sorry you've been having so much trouble and haven't been able to find answers on the forums. I'd like to take a deep dive into your account to see if there is something specific I can do for you that maybe general troubleshooting won't fix. If you'd be willing to give me a shot at fixing this for you please send me a private message to Xfinity Support with your full name and full address by clicking the chat icon in the top right.

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

3 years ago

maryjane7205

Regular Visitor

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6 Messages

Hello, Thanks for the offer to do this, I ended up switching back to the old modem. My speed tier shows that I can get up to 1200Mbps but the XB6 is only capable of 1000Mbps. I would consider purchasing my own modem/router set up such as the Asus Nighthawk and not have to pay the monthly fee for a router, but then if I have problems with that model I am out of luck for support. I really like Comcast/Xfinity and refer to them as the "Ferrari of the Internet". I hope that the XB7 can be fixed for use in my area soon. I just don't have the time to try and make this work again. Any service credits that can be given would be much appreciated. Thank you!

3 years ago

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user_3e0a49

Visitor

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13 Messages

@maryjane7205

You've mixed product names. The Nighthawk is Netgear's. I had Netgear Nighthawk R7800 for some time. Very stable AND you can enable 160mhz even though its an AC router. And it works.

The Asus AX86U however is the one I'd recommend today. I've just gone to it. Easy setup, very stable. It and the Motorola SB8611 as it handles the higher speed connection and it has a 2.5gb WAN port that you connect to the AX86U's 2.5gb WAN port. Then your wireless wifi6 clients are faster than the road runner.........

AX86U reasonably priced too. Some of the other AX routers way too pricey still.

3 years ago

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A

andrettek

Visitor

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1 Message

3 years ago

Seem to be having the same problem with speed after the switch to the XB7. I have issues with the third-party apps that I watch on the smart TV that will stop in the middle of programming which never happened with the older modem. Additionally, it seems to take a long time to load up in the morning and will only load about 384 mbps which is not the service that I am paying for. I'm going to try to relocate, but if that doesn't work, I'd rather put my old box back.

1

XfinityGabriel

Official Employee

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1.9K Messages

Hi, there @andrettek! Thank you for patiently waiting for a response and for reaching out to Comcast over our Forums page. I am sorry to learn that you are experiencing the same speed problem speed. I need a fast reliable internet connection for my livelihood so I understand the frustration that this can cause you. I apologize for the inconvenience. Since it has been 2 days since you reached out, how are your speeds looking currently?

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

3 years ago

0

U

user_a4edc1

Visitor

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1 Message

3 years ago

Having the same issues. I used to have signal all the way across the street in my car. Now, I get 2/3 bars just standing in the driveway.
Wondering if xfinity is doing this on purpose, so that it’s customers would upgrade…

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user_3e0a49

Visitor

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13 Messages

3 years ago

I'm returning the XB7 I tried for a few days. Totally MISrepresented.

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Your Home Network

mjross2037

New XB7 is significantly slower than XB6 being replaced

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