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41 Messages
Not meeting speed tier value
We recently upgraded our Internet speed tier from Connect to Superfast (200mbt/s > 800mb/s) and upgraded customer-owned modem from Netgear CM600 to Motorola MB8600. Checked download speed with Ookla Speedtest w/ direct
modem > Desktop PC connection (Cat.7 patchcord) before and after switching modems: CM600 ~ 350mbts; MB8600 ~ 460mbt/s. Tests were run repeatedly, after many reboots, etc. Spent several hours on phone w/ Level 1 Support to no avail, and I'm totally done with that option. It looks as though we're provisioned for the next tier down, "Fast" @ 400mbt/s, rather than our plan's "Superfast" tier. May I ask for help from any of the Comcast employees on the forum who can expedite the proper provisioning for new modem per plan? A an aside, I might mention that there is also a stand-alone Arris TM-822G emta modem for digital voice on the account as well, and that was disconnected while new modem went through setup and provisioning.
Thanking in advance for any assistance provided.
zandor60657
Contributor
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217 Messages
2 years ago
You're testing with a wired connection to a computer, so that's good. WiFi is notorious for causing performance problems, and using a wired computer eliminates a lot of variables so keep doing that.
As for the speed issue, can you post your signal stats and error log? You'll need to log into the modem using a web browser. There's some info on it in this "sticky" forum post: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 It's best to copy and paste the signal stats rather than taking a screen shot. The forum does very well with copied and pasted tables and they come out much more readable than a screen shot. Also when posting error logs be sure to redact any MAC addresses and routable IP addresses. Comcast considers these "personally identifying information" and will block your post if you don't take them out. You should be getting more like 900-950 down on an 800 plan. Comcast likes to overprovision a bit, 20% as best I can tell. I assume its to reduce customer complaints and save $ on support costs. Technically you don't have a legal reason to complain if you only get 800, but actually getting your plan speed is unusual. Usually you either get more if you don't have a problem or less if you do. And of course you're not getting your plan speed.
Now for the modem... how long have you had that "Motorola" and are you within your return window? The company that makes them is in financial trouble. https://finance.yahoo.com/news/minim-reduces-staff-78-bankruptcy-035900900.html Motorola branded cable modems have nothing to do with Motorola phones made by Lenovo beyond Lenovo licensing the Motorola brand to the cable modem maker, Minim. At any rate your modem is at high risk of being orphaned.
Also at the present time you need to have a Hitron CODA56, Hitron CODA, or Netgear CM2050V to get increased upload speeds if they're enabled in your area. That's a work in progress, but they'll get there eventually. If you have then the 800 plan is 800down/100up, if not or you're not using one of those three modems or rented equipment you get 800/20.
I didn't even know they had separate modems for voice. How long have you had that? When I signed up in 2017 it seemed like you had to get a modem or combo modem+WiFi router with voice support built-in, so I did. Now I'm using a Netgear CM2050V. That's probably the best modem you could get since you have voice, but also not cheap. They're $300-350. When I upgraded to 1200/35 in early 2022 I only had 2 options, the CM2050V for $350 or some Motorola combo modem + WiFi router with voice support for $400. But I work in IT and wanted a plain modem to pair with a business class router, switches and access points so I bought the cheaper one. On the up side the Netgear CM2050V is one of the three on the faster upload list and the only modem on that list with voice support. But alas, it is not cheap.
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