klader's profile

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2 Messages

Thu, Apr 23, 2020 8:00 PM

Upgraded to 600 Mbps, my speed went from 80 Mpbs to around 30 Mpbs

My xFi Gateway modem arrived today.  I did the following:

- disconnected my motorola surfboard JRSB6120

- disconnected my wifi router

Performed the "Follow these steps to activate your xFi Gateway"

  - downloaded the xFi app on my phone

  - opened the app, signed in

  - followed the steps


Everything worked just fine.  The XFi activated, I can manage and see devices on my home network connected to it.


My plan shows that I have a 600 Mbps download (15 Mbps) upload PLAN.  But I am only seeing speeds of max 33 Mbps down (15 Mbps up is working).


Prior to the installation I was getting 80 Mbps down and 6 up (matching my plan).


I spent an hour on chat with xfinity and was disconnected at the end and asked to do a survey.  With no resolution.  Cannot reach a live person.


I have power cycled the modem several times and waited for start up.  Speed results are consistent.


Is there a way to factory reset the device and re-activate?  Is there a way to reach a live person to actually check the speed on the xfinity end? 







Official Employee


39 Messages

1 y ago

Hello. Thank you for reaching out. My apologies that you're experincing issues with degraded internet speeds. Speeds can vary depending on a number of factors - number of devices connected, your device's capabilities, age of the device, interference in the WiFi signal, etc. If you would like further assistance, please send my a private message with your full name and account number. Please do not post any personal information in the forum. We look forward to getting this issue resolved for you. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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