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BobQ
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Sunday, March 17th, 2024 9:41 PM

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Slow internet after 500Mbps update

I got the notice (multiple places) that my "Fast" internet has been increased from 400Mbps to 500Mbps. Having had this type of upgrade experience before, I restarted my modem, expecting to see a noticeable jump. However, it seems that my download speeds are now slower (although uploads have finally jumped from 10Mbps to 20Mbps). Before the "increase" I was getting provisional speeds in the 420-460Mbps range. Now, I am lucky to reach the low 400s and am usually somewhere in the upper 300s. I have reset the modem two other times with no change in performance. I have an XB3 router, also known as an Arris TG1682G, which I rent from Comcast. According to the website, it should be appropriate for the speeds in question. From looking at this support site, It appears that other folks are having similar problems but I was not able to find any solutions. (This is not a major deal since I can recall the days when I would visit my Dad and would be jealous that he was getting speeds over 100Mbps while I was still stuck at 50Mpbs, or even my old 768kbps DSL. However, I would still like to get close to the speeds that Comcast tells me I should be getting.) Any help would be much appreciated.

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1 year ago

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BobQ

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44 Messages

1 year ago

Just an update: I have been doing a lot of behind the scenes stuff via direct message with a number of very helpful Comcast tech support folks over the past few days and we have gone through a bunch of troubleshooting. After some crossed signals on Friday, I called Comcast directly and talked to a service rep who arranged to have a new modem sent to me, which arrived this afternoon. So, my old XB3 has now been replaced by an XB7. The new modem installed very easily and about the only glitch was getting my Pods to reconnect. I did a speed test via the Xfinity app just before I installed the new modem and it showed speeds of 364 Mbps, very similar to what I have been seeing over the past couple of weeks. After the new modem settled down, I got almost 590 Mbps, which is more like what I would have expected. A number of other speed tests, using other methods, suggested similar improvement. My suggestion to folks who are having similar issues would be to make sure the problem is not modem-related. 

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XfinityMarcos

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2.3K Messages

1 year ago

 

Hello BobQ, thank you for visiting our Forum for support with your slower speeds, I totally get what you mean, and I'd love to work with you to get those speeds in line. Restarting your gateway is definitley one of the best first steps you can take, so I appreciate you knocking that out already. I have a few more questions to get us on the same page headed in the right direction. What type of connection are you using while running those speed tests, wireless or hardwired to your gateway? And, are all of your devices seeing the same slow speed issue? 

 

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BobQ

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@XfinityMarcos​ I am using the speed test in the "Troubleshooting" tab of my Xfinity app, which I believe tests the router directly. I don't have a hard-wired connection to the router so I run the test from the Xfinity app on my iPhone or iPad. Both have similar results - telling me I am getting around 70% of what I should be getting and suggesting I restart my router. (Having done that three times, I am averse to doing it again.)  I have used the Speedtest app a few times and it occasionally gives me speeds closer to the expected 500Mbps but generally is in the low 400s. I hope this helps. Let me know if you need additional information. Thanks for getting back to me. 

1 year ago

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XfinityAlyssaA

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Thank you for reporting back to us @BobQ, with that additional information regarding where you are performing your speed tests and letting us know that you have tried restarting your router three times. Are you able to run a hardwired test with an ethernet cable?

 

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1 year ago

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BobQ

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@XfinityAlyssaA​ I have a question for you. When my speeds were 400Mbps, I didn't need to use a hard-wired test to get results in the 420-460Mbps provisional range. What would have changed now so that I need to test using a hard wired test? And, if a hard-wired test shows speeds of 500Mbps, so what? The point is, I am now getting slower speed results using the exact same testing metrics I have been using for the past few years. I have been through this when my speeds went from 50 to 100, then from 100 to 200, then from 200 to 300, then from 300 to 400, and in every case, after a modem restart I saw the increased speeds. It is only now, when I was supposed to go from 400 to 500 that I am not seeing the increased speed. If you can explain to me how a hard-wired test will accomplish something, I will be glad to dig out an Ethernet cable and do a test. However, I cannot see how that is going to be of much help. Please clarify for me. 

1 year ago

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XfinityMarcos

Official Employee

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2.3K Messages

BobQ, The reason we ask is that a hardwired connection would be more stable, and it would also confirm if the issue is only impacting the wireless signal or indicating a larger scope. But no worries, we can proceed without a wired connection. Are you using a standalone/personal router along with your Xfinity Gateway? 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

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BobQ

Contributor

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@XfinityMarcos​ Nope. I am using the router function in the gateway. (I also have 3 Gen 1 Xfinity Pods located in the basement, first floor, and second floor of my house.)

1 year ago

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EG

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110K Messages

1 year ago

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BobQ

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@EG​ Do you really think my pods are the issue? I realize the newer ones are available but I already paid for the ones I have and they seem to be working fine. Is there a limit on the speeds that the V1's can attain? I guess I need to have a look at the specs. 

1 year ago

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EG

Expert

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110K Messages

1 year ago

The first paragraph of the page I linked to above says this;

 "In a laboratory setting, WiFi Boost Pods (1st Generation) and (2nd Generation) have a maximum throughput of 200 and 500 Mbps over a WiFi Connection, respectively. Other factors can affect speeds."

(edited)

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BobQ

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I saw that but I believe the Xfinity app tests at the modem, not via pods. If the pods were picking up the signal, I wouldn't be getting speeds near 400Mpbs, correct? And I would not have been getting 460Mbps provisional speeds when I had 400Mpbs Fast service, either. I appreciate your assistance, however. You were a big help to me when I first installed this router and stopped using my AirPort router. Not sure if you remember that or not. 

1 year ago

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BobQ

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44 Messages

1 year ago

Speed test just before I installed the new router (left) vs. Speed test after about 24 hours. 

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