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SLC2BC380
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10 Messages

Monday, February 21st, 2022 12:42 AM

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Speed issues with new modem?

Latest and greatest I don't think so? Unless mine's defective? I received an email from Xfinity stating my modem that I rent from them wasn't the latest and greatest they had an updated version they would send to me at no cost and I received it installed it right off of that the app couldn't activate it 45 minutes on the phone with technical support did. Then in the coming weeks I started noticing when I hooked either my Chromebook laptop or cell phone to the internet it would be my normal fast speed for the first 5 minutes or so. Then it would slow down to 50 megabytes per second to 100 Mbps 150 Mbps I could disconnect it connect it back on and for the first 5 minutes or so again had normal speeds. My plan is the gig internet. Which is I believe a thousand megabyte per second down and 60 or whatever upload. Anyways I did contact Comcast technical support again they were going to send out a technician then ran some tests this morning and found that they do believe faulty modem. However they couldn't send me another one which is a pain in the rear. So I'll drive 60 miles and go pick the dmn thing up. Has anyone else have this issue? If so what resolved it just curious if it's an isolated deal and I guess I'll find out in a couple days when I get my modem...

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3 years ago

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tallbarb

Frequent Visitor

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13 Messages

3 years ago

I have the exact same issue - my "old" voice/data modem worked just fine - no complaints. Then, the email that says I'm missing out on the speed I could get if I just got their latest and greatest - I HATE IT. My laptop doesn't get more than 72mbps. My phone gets 585!!!  [Edited: "Language"]?

I already swapped out the gateway once so this is my second one. [Edited: "Language"]. I want my old one back!!!

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SLC2BC380

New Poster

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10 Messages

@tallbarb​ man that's disappointing news to read. Not only disappointing that you've suffered through the [Edited: "Language"] but it sounds like when I go exchange my modem there won't be any change. Yes I agree I want my old one back too in fact I asked the technical support if I could have it back. I should have never ever traded that in it was just fine before! Does yours work at normal speed for the first few minutes and then slow down when you are on your laptop? Thank you for the reply I appreciate the info good luck my friend. 

(edited)

3 years ago

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CCTambrey

Gold Problem Solver

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3.4K Messages

Hello @SLC2BC380! Thanks for taking the time to reach out to us here on the Xfinity Forums. I'm sad to hear you've been having these troubles with your gateway and that shouldn't be the case. 

I'd love to take a closer look and see what can be done to improve your connection so your can enjoy your internet services and new gateway! Please send us a DM with your first/last name and service address so we can take a look. 

 

 

To send a Direct Message, please click on the chat icon on the top right of this page, next to the bell. Make sure to send the message to our singular handle "Xfinity Support" and we will get back to you ASAP.

I no longer work for Comcast.

3 years ago

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XfinityThomasB

Official Employee

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1.4K Messages

Hello @tallbarb. Thank you for reaching out to get us in the loop. Could I please confirm the OS that you are running on the laptop? I was also hoping to confirm the make/model of the laptop. Thank you for reaching out so that we can get this figured out. You are in great hands with out team. 

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

3 years ago

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SLC2BC380

New Poster

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10 Messages

@XfinityTambrey​  

I tried to reach out and reply to your message this morning and was told that it is against community guidelines to send unsolicited DMs..... So I'm over it .. bye

3 years ago

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SLC2BC380

New Poster

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10 Messages

And yes my internet still is super slow     comes and goes usually around 25-50mps... All because you folks reached out via email and told me there was an updated modem... I want my old black one back never had issues with it I've tried two different modems and they both do the same issue....

3 years ago

0

santatollimus

Contributor

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46 Messages

3 years ago

Hi I'm not an official Xfinity support but I am another frustrated customer like you!
You are not crazy. It is my full opinion that the last good xb model was xb3.
Since the Xb6 and Xb7 have been released I have only witness feature updates
designed to take control away from the customer and put control in the hands of the internet service provider.

Further when Xfinity sees an Xb3 they now throttle customers to force you to switch to Xb6/Xb7.
When you experience internet issues you call your service provider.
They send you this new modem which rips away customer control in favor of ISP control.
The new modem is slower but when you schedule a technician to come out onsite
before the technician even arrives they juice up your connection by running diagnostics
and troubleshooting the day of the appointment.
You get your speed you are happy the technician leaves and a couple hours later.

The pain of having internet issues comes back~

My advice, purchase your own modem because you can't configure the new ones at all.
Highly recommend Arris Surfboards and staying far away from Netgear products.


------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

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SLC2BC380

New Poster

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10 Messages

@santatollimus​ I've never had an issue in 9 years with two different modems the xb6 was absolutely solid for many years and then the one before it I don't know the model maybe it's the xb3 you're talking about the one I had stood straight up it was skinny and narrow that thing was solid too both of them never an issue for years. And then I get this new xB7 (two of them by the way) and I truly feel like they're junk. Hasn't come to a conclusion yet I looking forward to seeing what the true issue is. Might just get my xb6 back... Thanks for the message 

3 years ago

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santatollimus

Contributor

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46 Messages

@SLC2BC380​ skinny tall black arris xb3. there was absolutely zero reason to stop supporting such a beaut. tall grey thing lightweight and garbage.
Can't post youtube videos but there's plenty of comparisons for when xb7 first came out and none of it good when compared to trusty xb3 and somewhat xb6 but still.
As an added bonus the whole xFi portal feature option wasn't a helpful move at all.


------------------------------------------------------------------------------
I'm not official Xfinity support but they can't or won't help me either so
I'm offering support to all other cases hoping someone looks at mine.
https://forums.xfinity.com/conversations/your-home-network/upload-drops-02000-kbps-unstable/6220b1aaaef5c36d133d6334

(edited)

3 years ago

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