GNX23178's profile

Regular Visitor

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4 Messages

Fri, Jul 12, 2019 3:00 AM

NOT GETTING SPEED PAYING FOR.

Hello, I just upgraded my internet from 150 Mbps to 250 Mbps. Now after upgrading, I did a speed test and got 30 Mbps. so I called and the women told me my modem isn't high-speed modem and would have to rent one from them.   that is completely untrue. I have an arris sb6190.  Now after thinking about this overnight, it has come to my attention that all this time I paying for 150 Mbps I never received more than 75 Mbps and obviously now I am paying for 250 Mbps and the same thing is happening. Does anyone know what I can do?

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Responses

Paraniod

Silver Problem Solver

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3.7K Messages

2 y ago

First thing I'd do is connect a computer directly to the modem by ethernet, leaving out any router you may have connected. You would have to powercycle the modem when changing the device directly connected.

Also check the computer connected has a 10/100/1000 gigabit port, not 10/100 fast ethernet.

 

Do you have Extreme 250/20 or Blast 250/10? What upload speed do you get?

Regular Visitor

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4 Messages

2 y ago

sorry for the delayed response. yes, it is a 1000 ethernet port.  I have hoked the computer (Chromebook) as well as my ps4 directly to the modem and the computer ner gets more than 82mbps and the ps4 never more than 54mbps.   I have called arris and they told me Comcast limits the arris sb6190 to 74mbps. I have read many articles here and it doesn't seem to be the case. of course, Comcast tells me the only thing they can do is rent me there modem. 

Paraniod

Silver Problem Solver

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3.7K Messages

2 y ago

What upload speed do you get?

Regular Visitor

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4 Messages

2 y ago

no more than 12mbps.

EG

Expert

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86.5K Messages

2 y ago

Try calling 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also, ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem. Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Regular Visitor

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4 Messages

2 y ago

HAHA, you said good luck..  you don't seem to be too confident lol.  just spoke with Comcast as you advised and they are sending a tech to check the wires outside. she said she removed and re-provisioned the modem and boot file looked good still only getting 54mbps.

New Poster

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1 Message

6 m ago

Hello. Did you ever have any luck resolving this as I have a very similar issue. Switched to Xfinity 100Mbps from ATT as the max speed offered in my area was 28Mbps. I do use my own modem I purchased from their approved list of devices and I've never seen more than 30 Mbps down even when connected directly to the modem. Thanks in advance!

New Poster

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2 Messages

6 m ago

In the same boat!  I upgraded over 10 days ago to the blast from performance and nothing has changed!  I have called several times, chatted with someone and got absolutely no where!  This is totally unacceptable! 

 

 

EG

Expert

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86.5K Messages

6 m ago

Please create your own new topics here on this board detailing your issues, thanks. Year old dead thread now being closed.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

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