Visitor
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2 Messages
Paid for 1.1 Gbps, only getting ~135Mbps??
I have an XB8 Modem (renting from Comcast) plugged directly into the Coax cable going out to the street, no amps or splitters in the way. I've tested from multiple sites on any device that can hit a web browser and I'm seeing speed ranges from 90-150Mbps. I am standing directly next to the device with my phone in hand and still not getting over 150 Mbps. I have reset the modem multiple times, both using the "Restart" option in the GUI and hard rebooting for 15 sec, 15 min, and now 24 hours. None of these have resolved the issues, and none change the behavior of the issue.
After calling support, I was on the phone for about an hour while the technician ran SIX diagnostic tests. Each time a diagnostic was run the speed improved marginally, but it topped out at about 500Mbps which isn't even HALF of what I'm paying for. Even while I was on the phone with support, I could see the speeds dropping back down to 150-200Mbps within 20 minutes. The technician on the phone mentioned that she did not see any issues reaching my device: No packet drops, no latency, nothing that stood out as unordinary.
What's going on here? Do I need a new XB8 installed?
If nothing is "wrong" why am I not getting the "right" speeds that I'm paying for?
XfinityThomasA
Official Employee
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2.7K Messages
4 months ago
Thank you for reaching out to us here for help, Alexander5E! You've reached the right team. What device are you using to test the speed, and what speeds are you reporting when testing a device directly connected to your modem? Many factors can impact speeds over Wi-Fi, testing using a device directly connected to the modem via Ethernet will help determine the root cause of the issue. We'll get to the bottom of this! If we're unable to resolve this issue remotely, we can help schedule an expert Xfinity technician to take a closer look.
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user_323c89
Contributor
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102 Messages
4 months ago
In the Xfinity app, using the Test your connection, what are the results for the download speed and the lag? That would be the best place to start the troubleshooting.
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EG
Expert
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112.9K Messages
4 months ago
@Alexander5E @XfinityMartyR
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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