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Visitor

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1 Message

Wednesday, November 30th, 2022 7:12 AM

Slow download speeds and wrong modem listed

Hello! I’m paying for 400mbps and my download speed is coming through at 59.3 mbps when hardwired in. I restarted the modem (NETGEAR CM600), the router, and switched out the Ethernet cables. 

I also noticed that I have an old modem listed through the Xfinity app. I tried to reconnect my modem with it’s MAC, but it did t change. Please help me get what I’m paying for. Thanks in advance. 

Official Employee

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704 Messages

2 months ago

Thanks for taking the time to reach out to us regarding your slow speeds. Is the modem that you have currently, the Netgear a modem that you own?  If you wish to get a leased modem and have an older model this can be swapped at any time through an Xfinity store or we can ship you one with a shipping fee. If you own an older modem that is not supported any longer for your speed levels then you would need to upgrade that modem. Do you believe that the older modem is the cause of the slowdown? What additional troubleshooting steps have you attempted on your own? 

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