3 Messages
slow internet always
Hi,
I've been using Xfinity for more than 5 years.
My service is 1200 Mbps, however I've never experienced that much of speed ever since day 1. I complained this issue so many times and you guys sent me several different technicians and changing a section of outside cable (home to post) but I still have same issue. My best speed was about 940
but today it was about 880. This is not even 75% of it is supposed to be.
Is this totally common and actual ugly truth?
Thank you.
BruceW
Gold Problem Solver
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25.9K Messages
3 months ago
Please post the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):
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BruceW
Gold Problem Solver
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25.9K Messages
3 months ago
The modem is not compatible with Gigabit service. Comcast rates the CM1000v2 for use with plan speeds "Up to 950 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/2024.06.26%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). Using devices on speed tiers for which they are not approved tends to produce unexpected results, often speeds below plan speed. Consider picking up one of the devices that is approved for Gigabit service, or dropping back to a speed tier for which the modem is approved.
Realize that although Comcast calls some devices "Compatible" and some "Recommended", those designations only mean "recommended for / compatible with their Internet service", and not necessarily compatible with your speed tier. AFAIK Comcast has never said how they provision devices operating on speed tiers they're not approved for. All I can tell you is that many customers who tried it have reported that they don't get the speeds they are paying for. There's a tendency to think the device will operate at the maximum speed they rate it for, but that doesn't seem to be the case.
The CM1000 has a Gigabit Ethernet port, but due to Ethernet protocol overhead cannot deliver data much faster than about 940 Mbps. The devices they list as compatible with Gigabit service all have ports that operate at 2.5 Gbps or higher.
The signals you posted are in spec, but the downstream power levels become weaker at the higher frequencies, a condition called "tilt". You didn't post the data for the downstream OFDM channel #159 but the Event log suggests that there is a problem on that channel, resulting in all the "CM-STATUS ... Event Type Code" entries. Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.
If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.
If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.
Edit: typos
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(edited)
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BruceW
Gold Problem Solver
•
25.9K Messages
3 months ago
Yep, that's our Comcast!
When they first introduced Gigabit service they approved a bunch of devices for it which were later demoted from Gigabit back to a number around 940. Why? They've never said. Since The Great Gigabit Demotion, they seem to be requiring all devices they approve for Gig and Gig+ service to have 2.5 Gb (or higher) ports.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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