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user_de8085
20th Anniversary celebration
1st Topic
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Visitor

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26 Messages

Sunday, December 29th, 2024 6:07 PM

Speed to gateway extremely low.

My internet and tv keeps losing connections and sometimes I have internet on my pc but my cable doesn't work, I have 3 wireless adapters for X1 cable and they are having trouble connecting.  I used the app to run several speed tests on the modem and it showed I was only getting 10-77 mbps out of the 800 mbps I should be getting and it's only 1%-9% of my speed.    Should I just go to a Xfinity store tomorrow and get another modem or can this be fixed either remotely or does a technician need to check my cables outside.

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Updated 

4 months ago

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CC_Tony

Retired Employee

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1.4K Messages

4 months ago

@user_de8085, hi there! Speed issues can be really frustrating. I am here to help! Can you tell me what troubleshooting steps you have taken so far? Also, I highly recommend inspecting your cables and connections. Here's a great write-up of what you should be looking for: Inspect Cabling.

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user_de8085

Visitor

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26 Messages

Thank you, the cables and connections look okay.  I have rebooted well over 10 times in the last 24 hrs.  Unplugged everything (gateway & wireless adapters) and re-connected.  Speed test still shows i'm only getting 17 mbps of my 800 mbps plan.

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4 months ago

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CC_Tony

Retired Employee

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1.4K Messages

That's not good, @user_de8085. How long has this been happening for? Also, can you check to see if you have a Drop Amplifier? This would most likely be next to where the cable goes into the home and would be plugged into an electrical outlet.

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4 months ago

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user_de8085

Visitor

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26 Messages

This time, since yesterday afternoon, it has happened before, usually when it's windy outside, but usually clears up after a few hours.  I don't know if we have a drop amplifier.

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4 months ago

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CC_Tony

Retired Employee

 • 

1.4K Messages

@user_de8085, gotcha. Go ahead and send a DM to Xfinity Support with your full name and address. I would like to see if we can spot anything unusual in the gateway stats.

Here are the detailed steps to direct message us:

 

• Click "Sign In" if necessary

•Click the "Direct Message” icon (upper right corner of this page) or https://forums.xfinity.com/direct-messaging

•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

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4 months ago

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