Jamesl212's profile

Visitor

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4 Messages

Thu, May 19, 2022 7:12 PM

Not getting higher speed after upgrade.

Hi!  I'm a longtime customer and recently upgraded my speed from 70/5 to 300/10.  I'm currently getting about 80/6 (according to Ookla and the speed test on this site) which is the same speed I was getting before the service change.  I'm using a Linksys AC1900 (EA7450) router and a Motorola MB8611 DOCSIS 3.1 modem.  I've tried taking out the splitter and the router and restarting many times, and the speed is always the same.  The computer I'm using is wired into the router, not wifi.  Shouldn't I be getting more speed?

Also, the blue down arrow on the modem is constantly blinking.  Should it be doing that?

Accepted Solution

Official Employee

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271 Messages

1分前

Hello @Jamesl212, thank you for reaching out to us. I am sorry to hear that you are having speed concerns, I know that is never ideal. I see you shared that you are connected to the router. What are your speeds if you Ethernet directly to the back of the modem?

Visitor

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4 Messages

@XfinityXavier​ Thanks for your response.  I tried connecting the modem directly to the computer w/o the router and the speed is still exactly the same as per Ookla and this website.  80 down 6 up.

Official Employee

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511 Messages

Thank you for trying that already. You are in the right place for help! We will get this figured out together. How recently did you upgrade your speed, and have you received the new speed at any time since upgrading?

 

Also, have you checked to ensure your equipment is compatible with the Xfinity network? To do so, please visit this link: https://www.xfinity.com/support/devices/#unauth then enter your address and download speed to see a list of compatible modems and routers for your area.

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Visitor

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4 Messages

Huh.  I never got a notification for this reply so I hadn't known about it.  Anyway, I did another speed test last night and now I'm getting the full 300/10 I'm paying for.  I haven't changed anything since my last post so I don't know what happened.  Anyway, thanks!  Issue resolved!
There's still the issue with the blinking downstream light but I'll make a separate post for that later.
 

Official Employee

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374 Messages

@Jamesl212, we are happy your speeds are working well. Just a reminder since you have your own modem. It is recommended you restart your modem now and then to ensure your modem receives the updated firmware from our system for the best connection possible. Thanks again for connecting with us here! Don't forget to download our amazing Xfinity app where you shop for apps. Have an awesome day, and reach out again.  

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

Visitor

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4 Messages

Thanks, I didn't know I needed to restart to get fw updates.  I will do that next opportunity I get.

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