3 Messages
Not Receiving Advertised Internet Speeds
I am an xfinity customer, paying for a Gigabit internet plan. On average, when I use an internet speed check over wifi, I routinely see ~200 Mbps down and 2-3 Mbps up. That is not a typo. My download speeds are bad, but my upload speeds are atrocious. Two to three Mbps - not twenty to thirty or two-hundred to three-hundred as I would have expected. I am using an xfinity-approved Motorola MB8600 cable modem. According to xfinity this modem is capable of up to 949 Mbps down and according to Motorola it is capable of up to 3 Gbps down and 1 Gbps up. When I check the speed from my router's interface (Firewalla Gold Plus capable of 2.5 Gbps), the fastest speed it has returned in the past week has been 556 Mbps and 25.93 Mbps up (not on the same occasion, however). The latency has also been quite high at times.
Here are screenshots of the speeds my router was detecting directly from my cable modem over the past week and some more detailed information from the past 24 hours.
Can someone please help me understand why I am not receiving the service I am paying for?
XfinityBenny
Official Employee
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646 Messages
2 months ago
@slb35019 Hello and good evening. Thanks for sending posting and sharing your experience with the community. We appreciate it a ton, and are happy you thought of us to assist. We are a great team of experts and members, that you can count on. I know how important it is to see this fixed asap. Especially on the weekends before the next work week starts. Do you have any fun plans for the weekend, or just relaxing? It is all work for me, but the fall weather is almost here. That is the best time for yard work and fun outside. Hope you had a good day staying cool and out of the heat. I am happy to see you are taking advantage of the amazing help here on in the community. I love how Xfinity was able to make a place to get assistance and answers all in one place. I want you to know that we will stick with you until it is all taken care of. You can rely on us to troubleshoot with the best resources, just as the Xfinity app. It is the best way to manage the service and services online. I can check my statement every month, and also pause the wifi so the kids come to dinner. I love it, and I know you will be happy with our help here. We have an amazing guide https://www.xfinity.com/support/articles/schedule-repair-appointment to help troubleshoot the connection. It will also help schedule a tech if it is not resolved remotely. I like to show that to all my friends, that way they know there is support at anytime. Thanks for all the details from what you have done so far. It really helps us get to the bottom of this together. Tell me, does the same thing happen to the speed when you test while directly connected to the modem? Use our speed test here http://speedtest.xfinity.com/. It is awesome to use, and has no ads to deal with.
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slb35019
3 Messages
2 months ago
Good morning, "Benny." Thank you for the irrelevant, semi-coherent, AI-generated response which (at the very least) tells me to touch grass...
While I appreciate chatgpt's attempt at solving my problem, I have my doubts about its efficacy for two reasons: first, using xfinity's browser-based speed test will yield worse results than those provided by my router, and second, after visiting the link you provided and logging into my account, there are no devices listed - just a message saying that everything looks good.
In the "Common Solutions" menu to the right of where my devices should be listed there was a link to "Help & Support," which I followed through to the internet support page and then on to the troubleshooting your speed page. I read all of the linked articles and performed the following actions again even though they had not caused any network performance improvements in the past:
- Confirmed minimum system specifications were met
- Restarted my cable modem
- Restarted my router
Unsurprisingly, there were no changes to my network performance.
I would appreciate if a REAL PERSON with REAL KNOWLEDGE could please reply to this post with help.
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