Visitor
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2 Messages
Speed not faster after upgrade
I upgraded my Xfinity to 800MG down tier. I've rebooted everything and followed various instructions with the chat bot. But nothing seems to improve it.
I received an email today that says "You recently upgraded your Xfinity Internet speed, and as a result, your internet equipment can't keep up with the latest speeds available to you."
When I check the Xfinity compatibility list, my modem is listed as compatible for my speed level. I have a Motorola MB8600 | Model number: MB8600. It is listed as up to 949 down, but I'm only getting 90 down. This is the same speed before I "upgraded".
The coax is only a year old and still looks great.
Any ideas of where else to look or what to check? I've hit a dead end.
Thx
Broomsweeper
Contributor
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116 Messages
2 years ago
Hi there. Check that your network cable coming out the the modem into your network is at least CAT 5e and not plain CAT 5.
Because CAT 5 cable goes up to 100Mbs and CAT 5e up to 1 Gbps. You can read the side of the cable for markings that indicate CAT 5e.
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EG
Expert
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112.9K Messages
2 years ago
@user_e68664
They may not be pushing the new / correct speed configuration file to your 8600 cable modem. I'm going to escalate this concern to the Comcast corporate employees that are available to these boards. They will be able to poll the modem to check that for you. You should get a reply here in your topic. Good luck !
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XfinityKei
Official Employee
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1.8K Messages
2 years ago
Hi @user_e68664 Thanks for reaching out to our community for help with your speeds. Lets take a closer look at your account and recent changes to resolve this!
Can you please DM me your first and last name along with your full service address so that I can assist you further?
To send a direct message [private message]:
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
Let me know if you have any questions.
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zandor60657
Contributor
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217 Messages
2 years ago
What speed plan did you have before you upgraded? Was it <90Mbps? If not something wasn't working right with your old setup.
Broomsweeper brings up a good point. What gear are you using other than the modem? If you have a Cat5 cable (not Cat5e, Cat6, etc.) it'll be limited to 100Mbps, which would result in 90-something on a speed test since protocol overhead eats up a bit of the 100Mbps raw bandwidth. Same goes for old computers and routers that don't support gigabit. Gigabit has been around a long time though, so there are probably old routers around that have gigabit ports but only have enough CPU to handle ~90. Also if you're testing on WiFi... please don't do that if possible. WiFi can cause all kinds of performance issues and it's much preferred to test with a wired ethernet connection.
Of course this could also be a network issue on Comcast's end. Could you check the signal stats & error logs from the modem and post them if you're not sure what they mean? There's some info on doing that here: Internet Troubleshooting Tips | Xfinity Community Forum It works best to copy and paste rather than taking screen shots. The forum does quite well with pasted tables. Also be sure to redact any IP and MAC addresses (CM-MAC, etc.), especially from the error logs. The forum regards these as private personally identifying information and will block your post if they are included.
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