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user_d22s1e5
1st Topic

4 Messages

Saturday, October 7th, 2023 12:24 PM

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speed not match my plan

I have plan 200Mb , and my modem support docsis 3.1 , but when I'm testing interment speed it never go more than 90mb

Question

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Updated 

2 years ago

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EG

Expert

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110K Messages

2 years ago

What is the exact make and model number of the "modem" ? Is there a separate router / WiFi in the mix here ? If so, what is the exact make and model number of it ? Are you testing with a WiFi connection or via a hardwired / ethernet connection ? If it's ethernet, does the device that you are testing with have at least a 10/100/1000 (gigabit) port ? Tried swapping out the ethernet cable for another ?

(edited)

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user_d22s1e5

4 Messages

Netgear CM1000v2 | , yes I have separate router.

2 years ago

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EG

Expert

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110K Messages

2 years ago

Ok so as I asked, what is the exact make and model number of it ? And please answer the rest of my questions....

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user_d22s1e5

4 Messages

@EG​ I have wifi router ubiguity dream machine. it connects to modem by utp cable and has 1GB speed. I tested speed by wifi, by wired connected to router from laptop and directly from router Unifi OS utility for speed test. everywhere the same speed ~80-89. I expected at least 150 mb with my subscription

2 years ago

0

EG

Expert

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110K Messages

2 years ago

Ok. For clarity, I'll ask again. Does the laptop have a gigabit-capable ethernet port / NIC adapter ? And for a test, instead of using the router's built-in utility speed test, what speeds do you get when testing here;

https://speedtest.xfinity.com/ 

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user_d22s1e5

4 Messages

yes, laptop connected by Gigabit ethernet port. and speedtest is 88.5

2 years ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@user_d22s1e5

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

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

 
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2 years ago

EG

Expert

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110K Messages

2 years ago

O/k, perhaps they are not pushing the correct speed configuration file for the speed tier that you are subscribed to to the modem ? 

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the modem and confirm that the provisioning and account data in their backend database is correct and complete, and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.. You should get a reply here in your topic. Good luck !

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XfinityThomasA

Official Employee

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2.3K Messages

2 years ago

It was a pleasure speaking with you @user_d22s1e5! Happy we could help resolve your slower-than-expected speed by swapping out the ethernet cable with a new one. Thank you again for choosing Xfinity, and please let us know if anything more were to come up. Take care! 

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EG

Expert

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110K Messages

2 years ago

@XfinityThomasA 

Thank you for sharing what the solution was here with the community at large !

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