T

Visitor

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2 Messages

Tue, Apr 20, 2021 9:21 PM

Purchased increase in download speed, no change in download speed

Xfinity changed my internet plan over last week. I was on a 70 mbps download / 5mbps upload plan, and I changed to 200 mbps download / 5 mbps upload. But I'm not seeing any change to speeds at all. Assistance would be welcome.

I have tested speeds from four different devices in my house and they all consistently report download speeds of about 61 mpbs and upload speeds just under 5 mbps, exactly as they did before the upgrade. All of my devices are connected wirelessly, (we have about 6 we use in our house, the upgrade package we have said it coul dhandle up to 8 with higher speeds). We do not have the option to connect directly to the modem.

Xfinity has a troubleshooter that mostly tells you wireless speeds are faster when the device is close the access point and that you shouldn't expect to see exactly your max speed. It does reboot your cable modem for you, which I have now done twice. No change.

The equipment is all capable of much faster speeds. The modem is a Motorola MG7540

I'm using various speed test applications: the one on the Xfinity site, the one in my router, a mobile app, and the www.speedtest.net site. Results are approximately consistent everywhere. On my end I don't see any change in observed behavior to suggest that the plan upgrade affected the speed at all. 

I have been reading through some posts on this site, and I was able to log into the IP address of my router, but I do not know what settings to mess with to help the increase in my speed. Any help is appreciated!

Responses

ComcastJoey

Official Employee

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269 Messages

25 d ago

Hello and Happy Thursday, ! I hope you’re having a great week so far! I also appreciate you taking a moment out of your day to reach out to us on our Community Forums! You’ve reached the best place and perfect person to help with virtually all of your account needs! Going forward, I'm truly sorry to hear about the speed concerns you're having with your devices after making the recent upgrades to your account. We definitely want you to receive the full speeds that you're now paying for! So that I can take a closer look from the backend and see what issues may be contributing to the slow speeds, please send us a private chat message by selecting the “chat” icon on the top right side of our page and then using our singular Xfinity Support handle (not an agent name) to get started. Once you have started a chat message, please provide your name and service address as it appears on your monthly billing statements. Thanks again for both your time and patience!

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