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user_LC2024
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Sunday, April 28th, 2024 12:16 AM

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Slow speeds being measured to XB8 Gateway compared to data plan

Hello - I started seeing slow speeds (~300Mb/s) as measured on the Xfi app to the gateway a couple of weeks ago.  My gateway at the time was an XB7.  Prior to the issues I was seeing close to 1Gb/s on a consistent basis.  After a few days of seeing the slow speed measurements, I called tech support and they tried resetting the gateway as well as other troubleshooting from their end, but no success.  While talking to the tech I decided to upgrade my plan to "unlimited data", which includes a new XB8 gateway.  I picked up the XB8 from my local store, installed it and called tech support again to complete the setup process.  When finished, the slow speeds remained the same ~300Mb/s, which wasn't close to the new plan's 1.2Gb/s advertised speed.  Tech support scheduled a technician to come to my house to troubleshoot.  Today, the technician checked all cabling, performed measurements and told me he couldn't find anything wrong based on his observations and measurements he took.  I'm dumbfounded since I upgraded my plan, but network speeds to my GW are slower than before.  Any help would be appreciated.  Thank You.

Question

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Updated 

11 months ago

703

3

0

Accepted Solution

user_LC2024

3 Messages

1 year ago

Issue was finally resolved.  A couple of techs and a supervisor looked at the cabling from the outside to the inside and recommended to install new wiring starting from the access point outside.  They also replaced the gateway with a new one.  The cabling had staples, which punctured the insulation in some areas.  After all the cables were replaced and new gateway installed, the speed checks were over 1.4Gb/s to the gateway.   A couple of weeks later, I still have good speeds.  Thanks to the team for your help.

1

XfinityJamesC

Official Employee

 • 

2.1K Messages

Thank you for letting us know what happened, @user_LC2024! I'm happy to hear they discovered what was causing your slowdowns. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help.

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

11 months ago

0

user_LC2024

3 Messages

1 year ago

Here is some Xfinity network data I captured from the XB8

DOWNSTREAM
Channel ID Lock Status Frequency SNR Power Level Modulation
4 Locked 435 MHz 44.1 dB 2.9 dBmV 256 QAM
1 Locked 417 MHz 44.1 dB 2.8 dBmV 256 QAM
2 Locked 423 MHz 44.0 dB 2.8 dBmV 256 QAM
3 Locked 429 MHz 44.1 dB 2.9 dBmV 256 QAM
5 Locked 441 MHz 44.1 dB 2.8 dBmV 256 QAM
6 Locked 447 MHz 44.0 dB 2.7 dBmV 256 QAM
7 Locked 453 MHz 44.0 dB 2.7 dBmV 256 QAM
8 Locked 459 MHz 44.0 dB 2.9 dBmV 256 QAM
9 Locked 465 MHz 44.0 dB 2.8 dBmV 256 QAM
10 Locked 471 MHz 43.8 dB 2.7 dBmV 256 QAM
11 Locked 477 MHz 44.0 dB 3.0 dBmV 256 QAM
12 Locked 483 MHz 43.6 dB 2.9 dBmV 256 QAM
13 Locked 489 MHz 43.6 dB 2.9 dBmV 256 QAM
14 Locked 513 MHz 44.1 dB 3.4 dBmV 256 QAM
15 Locked 519 MHz 43.9 dB 3.4 dBmV 256 QAM
16 Locked 525 MHz 43.6 dB 3.3 dBmV 256 QAM
17 Locked 531 MHz 43.9 dB 3.2 dBmV 256 QAM
18 Locked 537 MHz 43.8 dB 3.1 dBmV 256 QAM
19 Locked 543 MHz 43.7 dB 3.1 dBmV 256 QAM
20 Locked 549 MHz 43.7 dB 3.2 dBmV 256 QAM
21 Locked 555 MHz 43.8 dB 3.3 dBmV 256 QAM
22 Locked 561 MHz 43.7 dB 3.3 dBmV 256 QAM
23 Locked 567 MHz 43.9 dB 3.4 dBmV 256 QAM
24 Locked 573 MHz 43.8 dB 3.4 dBmV 256 QAM
25 Locked 579 MHz 43.9 dB 3.5 dBmV 256 QAM
26 Locked 585 MHz 43.8 dB 3.4 dBmV 256 QAM
27 Locked 591 MHz 44.1 dB 3.3 dBmV 256 QAM
28 Locked 597 MHz 43.9 dB 3.2 dBmV 256 QAM
29 Locked 603 MHz 43.8 dB 3.3 dBmV 256 QAM
30 Locked 609 MHz 43.7 dB 3.2 dBmV 256 QAM
31 Locked 615 MHz 44.0 dB 3.5 dBmV 256 QAM
32 Locked 621 MHz 44.0 dB 3.6 dBmV 256 QAM
193 Locked 805000000 42.4 dB 0.8 dBmV OFDM

UPSTREAM
Channel ID 1 2 3 4 5 6
Lock Status Locked Locked Locked Locked Locked Locked
Frequency 16 MHz 22 MHz 29 MHz 35 MHz 40 MHz 10 MHz
Symbol Rate 5120 5120 5120 5120 2560 2560
Power Level 45.3 dBmV 46.0 dBmV 46.3 dBmV 45.8 dBmV 46.3 dBmV 45.0 dBmV
Modulation QAM QAM QAM QAM QAM QAM
Channel Type ATDMA ATDMA ATDMA ATDMA ATDMA

ATDMA

CM ERROR CODEWORDS
Channel ID Unerrored Codewords Correctable Codewords Uncorrectable Codewords
4 3341382612 1749790665 11359
1 2777439338 988 2073
2 2794727299 29640 26745
3 2777455348 851 1130
5 2777464138 871 1065
6 2777476870 825 995
7 2777483302 595 917
8 2777494277 817 935
9 2777501774 890 1020
10 2777512890 585 884
11 2777528508 808 961
12 2777535794 759 975
13 2777540909 537 862
14 2777552643 326 831
15 2777565433 573 901
16 2777574762 507 884
17 2777584565 492 888
18 2777578000 478 842
19 2777591455 331 865
20 2777598503 267 851
21 2777614548 295 820
22 2777618780 362 884
23 2777628116 301 843
24 2777639453 322 885
25 2777649298 486 926
26 2777660887 382 896
27 2777669832 331 894
28 2777677281 257 880
29 2777689309 275 872
30 2777719018 280 909
31 2777702504 324 879
32 2777699096 298 882
193 3341382612 1749790665 11359

Also, I ran a speed test to the GW using the Xfi app and it showed 334.5Mb/s of 1200Mb/s.  When I ran the speed test through speedtest.xfinity.com it showed 531.4Mb/s for download and 38.3Mb/s for upload.  I then ran a speed test through speedtest.com and it showed 709Mb/s for download speed and 39.7Mb/s for upload.  I have not seen this before, where the Xfi app download speed is slower than other apps tests to my device.  I used two different phones (android and apple) to check speeds using the Xfi app and they were very similar in the 300Mb/s range.

1

0

CC_Tony

Retired Employee

 • 

1.4K Messages

@user_LC2024
Thank you for your detailed post. That helps a lot! I am sorry to hear that you are getting reduced speeds. We definitely want to check that out and get it fixed for you. Since you have already had a technician out, please, send us a DM with your name and address, so we can work this further. See you there!


Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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• Press Enter to send your message

1 year ago

0

Shankarhokie

Contributor

 • 

58 Messages

1 year ago

Do you have Norton 360 with lifelock? Uninstall that and check speeds. That was my bottleneck.  I have a 2,5Gbps capable router and desktop and I never got past 600Mbps. After uninstalling norton, I get 1.3Gbps. 

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