Troubleshooting 2gb speeds

Upgraded to 2GB internet service but speed no better than 900mbps and now very erratic. Speed ranges from 120 mbps to 976 mbps, nowhere near 2GB. Using wired ethernet connection direct from new Xfinity gateway to computer with CAT6A cable. Tried WiFi but experienced the same results. On an amusing note, my computer keeps telling me its capable of much faster speeds that my internet service is providing. I have tried swapping cables, restarting gateway etc. Service is much worse since upgrade. Any suggestions?

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XfinityVianney

Official Employee

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1.9K Messages

21 days ago

user_q1iwlt, Thank you for reaching out and creating a new post. It's incredible to hear you recently upgraded to Gigabit X2. It's awesome that we have this option for those who need the extra speeds. That said, I see you're network troubles have not improved along with your network speeds. I know needing a consistent network is vital, and I appreciate all your patience so far. I did check the account, and I didn't see any red flags. The equipment is not reporting any errors, and the boot file, which tells the device what speeds you can get, is accurate. I see we have orders in place to have someone out which would be a good path based on what I see on my end.

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BruceW

Gold Problem Solver

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26.2K Messages

21 days ago

... Using wired ethernet connection direct from new Xfinity gateway to computer ...

Are you using the 2.5 Gb port on the gateway? The other three ports are only 1 Gb and will only run at 940 Mb or so.

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user_q1iwlt

6 Messages

Hi Bruce thanks so much for the suggestion. I did double check that I was using the correct port, in this case #4 with an orange indicator but to no avail. I removed my TPLink multi-gig switch as well to see if that might be the problem. On another note my phone service is out (no dial tone, no light on gateway). Xfinitys suggestion for everything is "restart your gateway" if that doesnt work we will have to charge you for an onsite service call. Im sure the phone function just needs to be provisioned but its not critical. Guess Ill wait for the onsite tech. Thx again for trying to help.

(edited)

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21 days ago

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user_q1iwlt

Troubleshooting 2gb speeds

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XfinityVianney

BruceW

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