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Monday, September 30th, 2024 5:33 AM

Unreliable Internet -- getting < 10% of the speed that I'm paying for

I have the 1000 Mb plan and my speed test on the best day has been showing 135 Mb. My zoom calls are showing "unstable" and freeze on calls every few minutes. While on calls, I will conduct the speed test and it shows 8-10 Mb -- this is about 1% of what I am paying for.

During these times, I am not streaming any movies, games, or any other activities that would predominantly suck bandwidth. 

How do I get Xfinity to address this? Paying for a gigabit plan and not being able to have a simple video conference call through my laptop is ridiculous.

Gold Problem Solver

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26K Messages

2 months ago

I have the 1000 Mb plan and my speed test on the best day has been showing 135 Mb. My zoom calls are showing "unstable" and freeze on calls every few minutes. ...

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing. That would allow you to determine whether the problem is the Wifi signal or the link between your modem or gateway and Comcast's network. Network connection problems that affect both Ethernet and Wifi devices are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power. 

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1):

  • model number
  • uptime
  • downstream: power levels, SNR (or MER), and error counts for all channels
  • upstream: power levels for all channels
  • complete event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

Copy and pasted text is preferred over images. Be aware that, if you post any images, your message will be made Private for a time, as all images must be approved by the Forum Moderators before the messages containing them become generally visible.

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit (approx $100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

3 Messages

Re:  "If you still need help, please post your the following information from your modem or gateway (from http://192.168.100.1 or http://10.0.0.1)"

-- I do not know how to access this. I am taken to a "Gateway > Login" Screen. There, I put in my xfinity login information and am not granted access.

Official Employee

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655 Messages

2 months ago

@user_bqctjc Our team can definitely understand how stressful and irritating it is to have issues with your internet connection. We all work from home on this end of the screen so we can completely relate to how it causes you to make arrangements that you didn't expect. What sort of troubleshooting steps have you taken from your end? Is this connection issue occurring on all devices and through both types of connection, wired and wireless? 

3 Messages

I do not know what troubleshooting steps. I have verified the connections between my wall and my router. I live in a small apartment and the equipment is located ~15 feet from where I typically use my computer. 

Official Employee

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1.7K Messages

 

user_bqctjc Let's take a look at the service directly for you, and see if we can find the cause of the problem, and troubleshoot with you. 

Can you send us a direct message with your full name, name of account holder (if different), and service address please?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon (speech bubble)

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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