Visitor
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1 Message
Speed is half of advertised speed
TLDR I pay for 1.1 Gbps. I only get 600 Mbps.
My modem is a NETGEAR CM1200, a DOCSIS 3.1 modem which advertises compatibility with Xfinity gigabit internet. All downstream equipment I use is gigabit-capable. My setup is just modem to router to gigabit switch. I have verified connection speed to my router using iperf3, from my PC wired over ethernet, and the result is ~940 Mbps, so clearly my equipment is not the issue.
I have tested my internet speed at various intervals over the past month or so. I have never seen it go much over 600 Mbps. This is the speed I was getting on my old plan, so I'm regretting upgrading right now. As I write this my speed is about 500 Mbps, less than half of the advertised speed.
I can't find a customer service number or email address so I'm posting this here in the hopes someone from staff sees it.
XfinityDilary
Official Employee
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2.5K Messages
17 days ago
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Aceq2jot
Contributor
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158 Messages
17 days ago
I am having the same issue which makes me ponder if it is a nationwide issue? I had a tech out who ran a new drop to my house from the pole and ran new service into my house and gave me a new XB8 and still the same.
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BruceW
Gold Problem Solver
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26.6K Messages
16 days ago
The modem is not compatible with that speed tier. Comcast rates the CM1200 for use with plan speeds "Up to 949 Mbps". Follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned and then under the "Compatible Modems" heading see the Netgear list.
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. AFAIK Comcast has never said how they provision devices operating on speed tiers they're not approved for, but many customers who have tried it reported that they don't get the speeds they are paying for.
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(edited)
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