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user_b557e6
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Monday, October 4th, 2021 5:11 PM

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Slow Internet after upgrade

We upgraded from 400 mbps to 800 mbps (with new router/modem) with no increase in speed on primary laptop.  That laptop was getting about 200 before upgrade and same now, sometimes less.  Technician gave old excuse that "many factors can influence actual speed" which I know, but there should be some significant increase.  Thoughts?

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3 years ago

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EG

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3 years ago

Is this with a WiFi connection ? If so, for a test, does a computer / device that is hardwired directly to the router / gateway device with an ethernet cable have the same problem ?


With this test, we are trying to isolate this from being either a WiFi-only problem or a problem with the general connection to the Comcast system which would of course affect both. It's a good first step of troubleshooting before proceeding any further.

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user_b557e6

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6 Messages

3 years ago

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user_b557e6

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Laptop ports are firewire & UBS, gateway ports just big data ports.

3 years ago

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CCMorgan

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3.3K Messages

Hi, user_b557e6. Thank you for coming here to the community in search of support for the speed issue you're running into. I'm happy to see you've worked with my friend @EG! I would be glad to step in and see what else we can do to help you get to the bottom of the speed concern you're running into. I certainly understand expecting faster speed after you've upgraded.

 

Are you leasing a modem or are you using one you've purchased? Do you have the model number handy? In the meantime, if you have a moment, please also review the minimum system requirements for your new speed tier listed here: https://comca.st/2ZVGVI2.

I no longer work for Comcast

3 years ago

user_b557e6

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Thank you!  Leasing, don't see model # but CMAC is [Edited: "Personal Information"].  Shape is upright Trapezoid, slanted on top.

(edited)

3 years ago

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EG

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107.1K Messages

3 years ago

O/k well then I'm going to just go ahead and escalate this to the Comcast corporate employees that are available to these boards. They will be able to confirm that the correct speed configuration file has been pushed to the modem. Good luck with it !

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user_b557e6

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@EG thank you!!!  Much appreciated.

3 years ago

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CCMorgan

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Perfect and have you completed speed tests on more than one device? If not, that's perfectly fine. Just looking to confirm either way.

I no longer work for Comcast

3 years ago

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user_b557e6

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Sorry for delay, I had a meeting.  Yes, two devices have differing results. 

Since upgrade Laptop gets about 118-264 mbps (about what it was or lower than before upgrade.  At different location with different provider, it's reliably well over 400). 

Since upgrade computer gets about 220-490 mbps (at times better after upgrade, but not consistently, sometimes lower speed since upgrade).

3 years ago

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user_69266e

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3 years ago

I am having the same issue. Several months ago I upgraded from 200 to 400. It immediately slowed to about 70-90 on both ethernet and wifi using two different PC's. Both windows 10. Before the upgrade, it was hot, getting way over 200. When I upgraded to 400 is when it slowed, and I mean it was immediate. I tried everything I saw on these forums and many others.

The next day it magically started working and I got 475 or so.

I have not changed anything hardware or software related since.

I just upgraded to 800 yesterday and the same damn thing happened. I'm not doing anything this time. I called and they pushed the code or something to the router. Said they have something on their end that shows red on their lines. They said that last time too. There is something on Xfinity's side that is causing this issue. Not sure what it is.

I have the top tier modem from them, the white one. I have ethernet plugged into the orange labeled port that is capable of providing up to 2000mbps...

I just want what I'm paying for. If I'm upgrading and it takes a while for something to sync, fine, but don't slow my services down to 75-90 mbps!!!!

Edited: IT STILL ISN'T WORKING! ONLY GETTING 70-90 MBPS....

(edited)

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user_8abd96

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3 years ago

I also just upgraded 400 to 600 and when I now do the speed tests they all still show I'm around 400+ speed. It's like the download speed did not change, but the upload speed did change.

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EG

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@user_8abd96

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 3-month-old dead thread now being closed.
  

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

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