5 Messages
Persistent dropouts/Issues with Xfinity/Comcast Internet Service - Unusable for any Conference calls
I have been having consistent issues with my service, long time customer with 1.2G down and up to 200M (never achieved more than 30 - 33M). After so many frustrating calls to customer support complaining about no upstream channel bonding/poor upload speeds (modems seeing only 1 US channel with center freq. of 35.6MHz - I should be seeing at least 4 SC-QAMs), I kept being asked the same moronic questions about modem reboots, signal levels, WiFi issues etc - I think they have to ensure that all the key items in their scripts have been exhausted. I have been promised that the issue will be escalated - no follow up from anyone for months. I am using my own modem and they were very eager to push their own rented modem/XFI - I didn't want any of that. I went through 3 different modems (2 Motorola MB8600, 1 Netgear CAX80) - still no upstream channel bonding.
I was finally able to get someone to send a tech to my house who changed a few splitters to their new approved ones did a few things and sure enough found the issue at the tap, there was a filter which was preventing me from seeing an frequency below 30MHz depriving me of 3 US channels. I was relieved that now that my modem can bond correctly I will finally be getting close to 200M upload speed. To my disappointment, my upload increased by ameasly ~6-7M, now I am only hitting 40M. [Edited: inflammatory], modem is seeing all 4 US channels - apparently no OFDMA in my area which I find disturbing. How can you advertise 200M upload speed when you have only 4 SC-QAMs; at best you can do 120M which I would be glad if I can get 100M - I am not asking for too much here.
I got to a point where I don't feel I should be paying for the higher speed when I can't get anything close to advertised speed, downgrade to their GigaFast (1G down/100M up), to my amazement my upload speed then got cut to 20M. Get this, was only getting 40M upload when advertised was 200M, now getting 20 when advertised is 100M - I guess they are being consistent with their rate-limiting. This is really frustrating now, I can't even be on conference calls/meeting without dropping audio - I have given up on video calls. It seems like fixing the channel bonding has introduced other undesirable artifacts. I can't be the only one having these issues in my area; need someone competent enough to help me out.
BruceW
Gold Problem Solver
•
26.3K Messages
1 year ago
Neither the MB8600 nor the CAX80 is approved for the new upload speeds. Realize that although Comcast calls some devices "Approved" and some "Recommended", for all but a few devices those designations only mean "approved/recommended for use with their Internet service", and not necessarily approved for the new upload speeds. See:
Also see the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.03.14%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).
You need one of Comcast's newer rental gateways or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF. Also see the Reddit link, which lists the approved retail devices as well as other requirements for faster uploads speeds. Comcast could make all of this much clearer, but they have chosen not to do so.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
(edited)
0
0
user_gzmk9q
5 Messages
1 year ago
Thanks BruceW for responding, I see what you mean by "Approved" vs "Recommended". Xfinity is playing fast and lose with those terms; any approved device that is D3.1 (the highest production available DOCSIS right now) should be able use/see OFDMA, it is one of the requirement for D3.1 devices. My modem can do up to 8 SC-QAMs (Xfinity only has 4) and 2 OFDMA (currently not seeing any [Edited: Personal information] area). They must be going out of their way to limit speeds via modem bin/configuration files for me to be limited to only 20M or there is massive congestion issues in my serving group/node. Either of these 2 scenarios is not a good look. I have been with Xfinity for over 15 yrs at this location and even though it was never great, it was tolerable in most cases; currently it is almost unusable and I cannot attribute any of it to signal.
(edited)
0
0
user_gzmk9q
5 Messages
1 year ago
The saga continues. I broke down and ordered their "Approved" and "Recommended" device, Hitron Coda, my thinking is that it is inexpensive and it will reveal to me if this is indeed a modem or device issue. I am not getting any relief, still poor performance, can't do Zoom or Google meets without audio dropouts. I almost always have my camera off to ensure so that there is minimal bandwidth need. The last time I had this much trouble was during Covid when a lot of people went WFH - understandably so.
Is there any Xfinity representative here who can look into these issues for me? I have not been able to get much help via phone support.
0
0
user_gzmk9q
5 Messages
1 year ago
Tagging some Xfinity employees to see if they can chime in here @XfinityAmandaB , @XfinityAldrik and @Xfinity Support
(edited)
3
0