U

Visitor

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4 Messages

Thu, Sep 29, 2022 12:17 AM

Paying for 800Mbps, getting 200Mbps

Hi,

I have a 800 Mbps internet plan, and am only getting 200Mbps using a wired connection with cat6 cables. I have attempted resets of my modem and router, and it has not helped. I am using a Netgear Nighthawk CM1200 modem, which has DOCSIS 3.1 support, and have a router capable of gigabit speeds, so I should be able to reach 800Mbps. Could you assist me in this issue? Thanks!

XfinityRyanE

Official Employee

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559 Messages

2 months ago

Hello @user_6e6d98, thanks for reaching out for help with your connection. As someone that uses the internet for just about everything, I know how important it is to have a stable connection. By chance have your tried bypassing the router and connection directly into the modem to see if your speeds improve? 

Visitor

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4 Messages

@XfinityRyanE​ 

Hi Ryan,

That didn't seem to help, still getting about the same speed

XfinityRay

Official Employee

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1K Messages

Thanks for trying that out, @user_6e6d98. This link shows our Connection Troubleshooting Tips. Have you checked the signal levels to see if they show the problem or done any other troubleshooting steps aside from the modem and router resets?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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4 Messages

Thanks for the info, it looks like upstream power level is slightly out of spec (~+52mV), and there are multiple T3 events. Everything other than that is in spec. Could this be caused by the coax cable?

XfinityDena

Official Employee

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945 Messages

Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "New message" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
XfinityDena

Official Employee

 • 

945 Messages

Hello Lauren! Is there a time when I can reach out? The great thing about the Digital Care Team is that we are here 24/7 for your convenience so that we can leave and pick up right where we left off if needed without having to start all over again.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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