Visitor
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6 Messages
SB8200 & Xfinity internet speed Trash and can't wait to leave for FIBER....
Been with xfinity for almost 20 years at multiple addresses.... I recently decided I wanted to upgrade to a better service from 500mbps to 800 with unlimited data. In the past I have had service issues at current location in Albuquerque, Nm. Last summer I kept getting connection issues where the internet would just die in the middle of the day almost daily. It was decided that the cable from my house to the Street was old and replaced it was also decided that the modem I had at the time wasn't able to support the 400mbps. So, I updated to an Arris SB8200 able to do 1.2gbps. Router is a Netgear AC1900 gigabit Router I run 3 gigabit switches. and everything is hard connected with CAT6 cable that's less than 5 years old. (Let just say I am network proficient.)
I ran speed tests prior to upgrading and at the 500mbps package I was seeing a speed test of around 423ish mbps what one would expect at that speed due to signal loss etc between the street and my computer. Go to the 800mbps package and still seeing the 423ish mbps speeds. Not what one would expect for that package. I would have excepted 700ish.
(update - This is a hardwired connection speed test Cable modem -> Router Nighthawk R9000-> Dell Gigabit Switch -> Gigabit NIC Computer)
Went through the troubleshooting steps and can tried all those recommendations.
What I am frustrated to no ends with is when I call customer support and explain the situation, I don’t need them to walk me through the same troubleshooting steps that did nothing for me. I even had a customer service repetitive repeatedly tell me he would not elevate this issue to a higher-level tech to address this issue constantly telling me that it’s my network cable for the lack of internet speed. And the 4th customer service person simple never came back to the line and I sat there for 10 minutes in silence. Funny my whole network can do 1gbps yet my hardware is the issue I THINK NOT….
I am beyond frustrated with the lack of customer support on this issue and I spent 4 hours on the phone with 4 different customer support people to still not get a resolution as to why my 1.2gbps modem would not register more than 420ish mbps in a speed test…. I would not recommend xfinity for anything and the fact that each of these customer support people tried to sell me mobile service when they can’t even get the internet service, I am paying for to work correctly is a JOKE!!!! As soon as FIBER internet is a available I will never be back to comcast and if their was any other better option now I would already be gone. NOT A GREAT CUSTOMER EXERPERIENCE….
BruceW
Gold Problem Solver
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26.2K Messages
11 months ago
Comcast does not approve the SB8200 for Gigabit Internet service. They rate it for wired download speeds "Up to 957 Mbps". 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/2024-02-20_Full-List-of-Compatible-Devices.pdf).
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 Gigabit". Comcast could make all of this much clearer, but they have chosen not to do so.
If speed test results haven't changed after a speed upgrade, then maybe:
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dece870717
Visitor
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3 Messages
11 months ago
I just recently have ran into some wierd speed limit issue just a couple or so days ago, I've had the 1.2Gbps plan for a couple years now. Every speed test I try will result in only 300-400mbps numbers. And that stuff about the SB8200 not approved is I think totally convenience on the part of Comcast, I think that it is mostly likely said and listed to not be approved for that speed so as to avoid excessive tech support call ins and tech visits to a home.
The modems specs are more than capable of supporting 1Gbps+ speeds, it doesn't have dual 1Gbps ports for nothing! HOWEVER, you need to do at least two things to enable it to do that:
1. You need to enter the modems webui portal, login and then enable Link Aggregation (LAG).
2. You need a router that supports WAN Aggregation. My Asus RT-AX88U is such a router, and both the modem ethernet link activity and my routers main gui page confirms the 2Gbps WAN Aggregation is running.
Now, I can't go over around 940ish mbps over ethernet on my setup because all the lan ports on the router are limited to 1Gbps, BUT, through my PC's onboard Wi-Fi 6 hardware, I can connect to the router with a 2.4Gbps downlink and uplink connection speed. And sure enough my best speed has was 1.3Gbps. On Steam (gaming client) I would regularly be downloading games at 1.1-1.2Gbps.
I'm personally convinced that the reason it's unapproved is the fact that the majority of your average users are simply not tech savvy enough to understand this and/or don't have the knowhow to get it set up, thus creating massive tech support headaches and issues.
My personal download speed problem is right now a mystery, because it was both sudden and absolutely nothing has been altered in my setup/settings. I've Factory reset the modem, rebooted the router, and I've directly connected the modem to my PC so as to bypass the router which absolutely rules it out as being the issue. The only thing that I could find that may shed light and potentially fix the problem may be related to a maintenance work to be done message that is scheduled for March 18th, to which it says my service may go out at that time. I don't know if our recent storms did something but according to the modems gui, all my cable line levels are within range of what they ought to be so I doubt it is a signal issue.
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