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wendywu714
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3 Messages

Saturday, July 30th, 2022 4:13 PM

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Speed does not match plan

I am subscribed to Ultra fast tier 900 Mbps speed download.  I realized I was not getting the plan speed, and studied on why.  I then bought a 2.5 Gbps router and modem, connected a new cat6 patch cable between the two, and reactivated.  The speed is only 350 Mbps.  Comcast technician came out and found out the wire from my house to main is 20+ years old.  He requested a new line to be replaced.  I only got 900 Mbps once in speed test after cable replacement.  Since that day, the speed is now 350 Mbps again, and consistently for several days.  It appears as if Xfinity deliberately did this.  I am paying for 900 Mbps and should be getting it.  How can I correct this problem ?  I don't mind the occasional down time due to traffic, but when it is consistent like this, I am not getting what I paid for and I will complain until it is corrected.  These readings are obtained between the modem and a desktop computer, and NOT behind the router.  It is accurate data and is taken several times a day to gain consistency in the data trend.  My modem is a new Netgear CM2000.  This appears to be an Xfinity issue does it not ?

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2 years ago

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wendywu714

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3 Messages

2 years ago

Modem Cable Connection shows:
Cable Connection
Frequency start Value
This field below allows you to modify the frequency the cable modem start with its scan during initialization and registration. Enter the new start frequency and restart the cable modem for it to take effect.
Starting Frequency
 
Startup Procedure
Procedure Status Comment
Acquire Downstream Channel 507000000 Hz Locked
Connectivity State OK Operational
Boot State OK Operational
Security Enabled BPI+
 
Downstream Bonded Channels
Channel Lock Status Modulation Channel ID Frequency Power SNR Correctables Uncorrectables
1 Locked QAM256 20 507000000 Hz 3.8 dBmV 38.3 dB 0 0
2 Locked QAM256 4 405000000 Hz 3.1 dBmV 38.2 dB 0 0
3 Locked QAM256 5 411000000 Hz 3.2 dBmV 38.3 dB 0 0
4 Locked QAM256 6 417000000 Hz 3.6 dBmV 38.6 dB 0 0
5 Locked QAM256 7 423000000 Hz 3.9 dBmV 38.7 dB 0 0
6 Locked QAM256 8 429000000 Hz 3.8 dBmV 38.6 dB 0 0
7 Locked QAM256 9 435000000 Hz 3.5 dBmV 38.3 dB 0 0
8 Locked QAM256 10 441000000 Hz 3.1 dBmV 38.1 dB 0 0
9 Locked QAM256 11 447000000 Hz 3.4 dBmV 38.3 dB 0 0
10 Locked QAM256 12 453000000 Hz 3.9 dBmV 38.7 dB 0 0
11 Locked QAM256 13 459000000 Hz 3.9 dBmV 38.7 dB 0 0
12 Locked QAM256 14 465000000 Hz 3.5 dBmV 38.3 dB 0 0
13 Locked QAM256 15 471000000 Hz 3.2 dBmV 38.0 dB 0 0
14 Locked QAM256 16 477000000 Hz 3.3 dBmV 38.0 dB 0 0
15 Locked QAM256 17 483000000 Hz 3.7 dBmV 38.4 dB 0 0
16 Locked QAM256 18 489000000 Hz 4.1 dBmV 38.6 dB 0 0
17 Locked QAM256 19 495000000 Hz 4.0 dBmV 38.5 dB 0 0
18 Locked QAM256 21 513000000 Hz 3.9 dBmV 38.5 dB 0 0
19 Locked QAM256 22 519000000 Hz 4.0 dBmV 38.6 dB 0 0
20 Locked QAM256 23 525000000 Hz 3.8 dBmV 38.5 dB 0 0
21 Locked QAM256 24 531000000 Hz 3.5 dBmV 38.3 dB 0 0
22 Locked QAM256 25 537000000 Hz 3.3 dBmV 38.3 dB 0 0
23 Locked QAM256 26 543000000 Hz 3.3 dBmV 38.5 dB 0 0
24 Locked QAM256 27 549000000 Hz 3.3 dBmV 38.6 dB 0 0
25 Locked QAM256 28 555000000 Hz 3.1 dBmV 38.3 dB 0 0
26 Locked QAM256 29 561000000 Hz 2.6 dBmV 37.9 dB 1 0
27 Locked QAM256 30 567000000 Hz 2.6 dBmV 37.8 dB 0 0
28 Locked QAM256 31 573000000 Hz 2.9 dBmV 38.0 dB 0 0
29 Locked QAM256 32 579000000 Hz 3.3 dBmV 38.4 dB 0 0
30 Locked QAM256 33 585000000 Hz 3.2 dBmV 38.2 dB 1 0
31 Locked QAM256 34 591000000 Hz 2.8 dBmV 37.7 dB 1 0
32 Not Locked Unknown 0 0 Hz 0.0 dBmV 0.0 dB 0 0
 
Upstream Bonded Channels
Channel Lock Status US Channel Type Channel ID Symbol Rate Frequency Power
1 Locked ATDMA 1 2560 10400000 Hz 39.3 dBmV
2 Locked ATDMA 2 5120 16400000 Hz 39.5 dBmV
3 Locked ATDMA 3 5120 22800000 Hz 40.0 dBmV
4 Locked ATDMA 4 5120 29200000 Hz 40.3 dBmV
5 Locked ATDMA 5 5120 35600000 Hz 40.0 dBmV
6 Locked ATDMA 11 2560 40400000 Hz 40.3 dBmV
7 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
8 Not Locked Unknown 0 0 0 Hz 0.0 dBmV
 
Downstream OFDM Channels
Channel Lock
Status		 Modulation /
Profile ID		 Channel
ID		 Frequency Power SNR /
MER		 Active Subcarrier
Number Range		 Unerrored
Codewords		 Correctable
Codewords		 Uncorrectable
Codewords
1 Locked 0 ,1 ,2 ,3 48 850000000 Hz -2.3 dBmV 35.9 dB 1108 ~ 2987 100856709 93406799 0
2 Not Locked 0 0 0 Hz 0 dBmV 0.0 dB 0 ~ 4095 0 0 0
 
Upstream OFDMA Channels
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked 0 0 0 Hz 0 dBmV
2 Not Locked 0 0 0 Hz 0 dBmV
 
Extended Upstream Transmit Power
 
Current System Time:Sat Jul 30 09:14:34 2022
System Up Time:01:38:53

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CCAmir

Gold Problem Solver

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7.2K Messages

Hello wendywu714, we are happy to help you with getting your internet speeds up to par. To get started on troubleshooting could you please send us a private message with your full name and street address? 

 

"Searching for Xfinity Support" won't work. To send a "Direct Messaging" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon or https://comca.st/3kajO4e
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
•  - As you are typing a drop-down list appears. Select "Xfinity Support" from that list
•  - An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
See https://comca.st/2XfS9FQ for an example.

I no longer work for Comcast.

2 years ago

0

wendywu714

Visitor

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3 Messages

@XfinityAmir​ Thanks for the recommendation.  After Direct Messaging for a week, the speed issue has been resolved.

2 years ago

0

CCAshley1

Official Employee

 • 

746 Messages

I am happy to hear your speed concern has been resolved. Is there anything else I can assist you with? 

I no longer work for Comcast.

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

2 years ago

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