Visitor
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3 Messages
Paying for 600Mbps, receiving 300Mbps as per Xfinity's own pages.
I upgraded from Fast to Superfast on 6/21. I did see uptick of the upload speed pretty much immediately... however, to this day, my download speed is capped at 300Mbps. I even ran the Xfinity speed test, and after the test, the page says:
To Xfinity and Beyond!
You're getting all of your 300 Mbps and then some. Need more speed? You'll need to boost your plan.
Yes, I copied and pasted the text. You have already charged me for 10 days' worth of speed I am not getting. This is neither a modem issue (1.4Gbps capable) nor a network issue (Gigabit Ethernet - all connections are wired). All the speed tests I have tried have been VERY consistently just over 300mbps (315-350, depending on the test; Xfinity's clocks in around 320-325) which indicates network congestion is not the issue, either. I double-checked my account, Superfast is selected, still promising 600Mbps. The chat assistant lists the plan at 300Mbps... and of course, there is no way for me to get through to an actual person to resolve this on there. Can you please fix this?
CCAshley1
Official Employee
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746 Messages
2 years ago
Hi, thank you for reaching out to the Xfinity Forums. We would like to look into your speed concern. I understand you upgraded your speed on 6/21. Have we troubleshot your modem since the upgrade?
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zandor60657
Contributor
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200 Messages
2 years ago
The lack of improved download after upgrading and speed test saying you have 300 may be separate issues or perhaps my problem extends farther for other people that it does for me. There's something not right with Comcast's systems updating speed test and a few other things. I have "gigabit extra" and get about 1420/40 on a 1200/35 plan, but speed test thinks I have 150 down. 150 is the speed I had when I first signed up in 2017.
Do you have any performance problems other than lower that expected speeds? Usually you'd see instability, packet loss, timeouts, web pages failing to load, etc. if you were at half speed due to a problem with the line, etc. If you're at half speed due to being erroneously provisioned at half speed typically everything will work perfectly but at half the speed you're supposed to be getting.
Usually we'd ask you to post your modem/router/gateway signal stats and error log, but signal issues tend to result in an inconsistent speed. See this post for details: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0 Go ahead and post them anyway, but they probably won't help. If you post error logs be sure to redact any MAC (such as CM-MAC) addresses and routable IP addresses. The forum considers them private personal information and will block posts including them. Also it's best to copy and paste rather than posting screen shots. The forum does quite well with copied and pasted tables and they tend to be a lot easier to read than screen shots.
Are you near a Comcast store? Usually I find a personal visit to a Comcast store is the most efficient way of getting a "settings" issue sorted out, and it really sounds like your problem is your speed isn't set right.
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SaltyPirateTiger
Visitor
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3 Messages
2 years ago
The de-provisioned your account back to the 300 plan. It's happened to me twice now, but they try to blame it on the fact that you are using your own modem as to not admit their mistake!
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EG
Expert
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106.2K Messages
2 years ago
Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old dead thread is now being closed.
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