Tech_savvy's profile

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1 Message

Fri, Jan 8, 2021 6:00 AM

Not receiving Internet Plan speeds and billing issues for New Customers

Hello all,

As this seems to be a common theme amongst Xfinity Internet Customers (unfortunately), I too cannot “consistently” harness Gigabit Internet download speeds. Not only is this problem affecting gigabit customers, but a variety of customers with various internet speeds and packages?!

I am frustrated so I am taking to the forums. In short, this is my unique case-scenario: I recently came over from AT&T for the gigabit internet speeds - AT&T was offering FTTH (1000 Mbps Download & Upload) but not in my area and not at a competitive promotional rate, as Comcast/Xfinity was able to do - so I went for it! Unaware of the incoming warm welcome. (1) I am a new customer; (2) I decided to “cut the cord“ and stream everything, moving forward and for various reasons; (3) I decided on the Gigabit Deal for fast downloads and seamlessly connectivity and reliability, etc. (4) I also wanted no bottle necks - I build and repair computers (any tech, really), naturally I have the “best/latest tech” on the market and wanted “the most capable internet” and ISP available in my area; (5) I wanted to test drive Xfinity’s new xFi Gateway Gen 3 modem & router combo device (Model XB7) prior to implementing my own separate router and modem.

So, the very first, day post-installation, I ran an internet speed test on all my devices (including mobile phones) and I was extremely pleased by the results. Especially the resulting throughput I was able to achieve via my PC’s 2.5 LAN and XB7’s 2.5 Gbps Ethernet Port. The WiFi 6 (802. 11ax) devices were not as impressive and seemed to be capped at 850Mbps.

2 facts to keep in mind here: (1) All wireless & wired tests were conducted during high network traffic hours (real-world sample) and non-peak hours to remove apparent ISP bandwidth allocation bottlenecks and more accurately account for network overhead. (2) All variables were removed for consistency across all devices + I used Xfinity’s tools for all tests.

The very next day: I went from excitement and having to rub my eyes at some speed test results to immediate dissatisfaction and scratching my head. I was unable to exceed 500Mbps on all devices! including wired connection tests. My wired (unnecessarily utilizing CAT 😎 connection was yielding less than 50% of what I am contracted to receive - I ran all the same speed tests as the prior day at the same times and even as late as 2:00 AM (yes, I stayed up just to be sure) in the morning and the results were as low as 120 to 150 Mbps. I was shocked.

Also, before some expert from Comcast chimes in, I want to be clear that I tried all the troubleshooting techniques which have been disclosed on this platform, on the web, and through other credible sources.

Bottomline: I am not getting the internet speeds I am obligated to pay for. I am under contract but still have 30 days to cancel as per Xfinity’s “30 Day Money Back Guarantee”. ANY SUGGESTIONS? please help - if someone out there is receiving less than 30 to 50% of the internet speed they signed up for, please advise me how your case was resolved?? It would be much appreciated!

**The most distressing - be it, disappointing element of my specific case is not the poor performance, but rather what seems to be a game of deception and monopolistic practices! If you are a new customer at Xfinity, read the small print and ask detailed questions about what you are buying until your eyes fall out and you lose your voice - as you may have guessed from the tone of this post and one previous comment above, my dissatisfaction and general concerns must have more context to them - but, respectfully I will not be disclosing them on this platform. Thanks in advance for your time and sorry for the drawn out rant.

Responses

jlavaseur

Problem Solver

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579 Messages

7 m ago

For what's it's worth, did you try to access the admin settings on your Xb7? On mine they are grayed out, but some on here have access to them, on the Xb7 router settings are auto managed, the 2 WiFi bands are combined under 1 ssid, so your WiFi devices could be connecting to the 2.4g band at times, producing significantly slower speeds, there are ways around that, anyway you said you were going to implement your own modem and router, you would have greater access to dial it in to your your environment and devices, Obviously your equipment would be better then the Xb7 since you say you have high end tech stuff, I have the Xb7 and it works flawlessly for me, that being said, I had the Xb6 and was able to access the gateways settings, I spent a lot of time optimizing it for my environment, when I installed my new Xb7 it gave me the option of transferring my settings over to my Xb7 from my Xb6, I get the performance and speeds I pay for, stable connection, no disconnects, just my thoughts

jlavaseur

Problem Solver

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579 Messages

7 m ago

Good point, I stand corrected...

EG

Expert

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88.1K Messages

7 m ago


@jlavaseur wrote:

on the Xb7 router settings are auto managed, the 2 WiFi bands are combined under 1 ssid, so your WiFi devices could be connecting to the 2.4g band at times,


FWIW, while that is true, they stated that their hardwired connection is also suffering;

 

[Quote] "I was unable to exceed 500Mbps on all devices! including wired connection tests. My wired (unnecessarily utilizing CAT 6 connection) was yielding less than 50% of what I am contracted to receive -"

Visitor

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1 Message

14 d ago

Was this ever answered as I have similar problem even after technician visit today - [Quote] "I was unable to exceed 500Mbps on all devices! including wired connection tests. My wired (unnecessarily utilizing CAT 6 connection) was yielding less than 50% of what I am contracted to receive -"????

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