Please help!!!! 2000Gbps service, only getting 400-500.

I had the same issue with the 1200Gbps service and a former employee mentioned that is was a provisioning issue and to change my plan to force a reprovisioning. I did this on Sunday to no avail I am still seeing sub 500.

I have a Knighhawk CM20000 which should support up to 2.5Gbps; directly plugged into the modem though a 8Gbps cable and a 2.Gbps Nic I still only get 400-500 Mbps down 30-40 Up. Every time I call or chat they say its my hardware that could be the issue.. I am not sure how that is even possible when all the tests come back within range on my modem and I have a very modern computer.

Please someone help I am at my wits end... I am paying a premium and getting 1/4 or less of what I am paying for.

We are getting fiber in my area in about a year and I am seriously considering switching as soon as I can.

Responses

XfinityDilary

Official Employee

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2.1K Messages

1 year ago

Hello, @user_7b21bf7979. Thanks for posting on our Community Forums. I'm sorry to hear about your recurring speed concerns. This is not the experience we would like you to have. What kind of computer are you using to test the connection? Are you testing directly to the modem with an ethernet cable? Or through Wi-Fi? Do you know if the device is capable of reaching 2Gb of speed? Some devices have maximum Mbps capability and will not be able to reach the full speed you subscribe to. However, the device should function properly when using the internet. Aside from the speed results, are you experiencing any specific symptoms(Lagging, slow connectivity on web pages, random disconnection)?

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user_7b21bf7979

Contributor

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24 Messages

Hi @XfinityDilary,

Thank for replying. I am directly connected to the modem with an ethernet cable from my computer.

My computer is a newly built (all 2023 parts) the Network card in the system is a "Realtek Gaming 2.5GbE Family Controller", I bought a 8Gbps ethernet cable specifically to test this.

Other PC specs AMD AM5 Ryzen 7 7800X3d, 64GB DDR5 RAM and a 2TB M2 SSD hard drive. It is capable of handling 2.5Gbps for sure.

The connection is as stable as it can be; we do have outages from time to time but I am defiantly not getting the full speed I am paying for. All the devices I have are capable of 2.5Gbps.

1 year ago

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XfinityArmand

Official Employee

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2.1K Messages

No worries @user_7b21bf7979. We are glad to take a closer look at what is going on for you. So that we can get started, please feel free to shoot us a private message. That way we can access your account and get a good look at what is going on.

To send a "direct message" / "private message" message to Xfinity Support:

• Click "Sign In" if necessary

• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

• - As you are typing a drop-down list appears. Select "Xfinity Support" from that list

• - An "Xfinity Support" graphic replaces the "To:" line

• Type your message in the text area near the bottom of the window

• Press Enter to send it

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1 year ago

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EG

Expert

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110.1K Messages

1 year ago

@user_7b21bf7979 @XfinityDilary @XfinityArmand

Please circle back here and post any possible solutions for the issue here in these open 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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user_7b21bf7979

Contributor

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24 Messages

Just sent the direct message will update later.

1 year ago

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Your Home Network

user_7b21bf7979

Please help!!!! 2000Gbps service, only getting 400-500.

XfinityDilary

user_7b21bf7979

XfinityArmand

EG

user_7b21bf7979

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