2 Messages
Not getting speed paid for
I have an S33 Arris and downstream power levels right at 4-6dBM, upstream regularly over 45dBM, and no reported errors in the logs or configs. Router is 1Gbps and iperf LAN testing shows that there's no issues with the cat6 cables, switches, router, APs, or other tooling on my network - everything locally pushes near 1Gbps no issues at all. Hardware folks replaced the line to the house recently and a fresh coax cable from the wall mount to the Arris modem. Despite this, I am never able to exceed 250Mbps, with speeds typically falling between 100-200Mbps. I pay for 1200Mbps down ... I previously had the same speed package with a different provider and had no issues regularly pulling speeds between 350-850Mbps. Please fix the boot config file and/or remove the QOS you have on my modem. Thanks, JMH
XfinityChristy
Official Employee
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1.6K Messages
3 months ago
We understand how frustrating it is to not see the speeds you’re paying for, especially after doing everything right on your end. Your effort to troubleshoot and optimize your network is commendable.
Given your setup and the steps you’ve already taken, it sounds like there could be something on our end that needs adjustment. We’d love to take a closer look at your account, including the boot config file and any QoS settings that might be affecting your speeds.
Please DM us your full name and address, and we’ll work to get this resolved so you can enjoy the full speed you’re paying for.
We’re here to help and want to make sure you have the best experience possible.
To send a "Direct Message" message:
Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line
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Press Enter to send it
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EG
Expert
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107.2K Messages
3 months ago
@oemb1905 @XfinityChristy
Please circle back here and post any possible solutions for the issue here in these open public 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.
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