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3 Messages
Upgraded to Gig speed and dropped to 20mbps!
So after years of family complaining about slow internet, i upgraded, or so I thought.
Paid for 1Gigabit ethernet. Up from 100Mbps.
Old System: Motorola Arris Surfboarrd SB6121. Speed = 120Mbps. Cabled. Not wifi.
Xfinitiy support said I can't get essentially any higher because old modem capped at 180Mbps. Get new modem. Agreed.
Got new Netgear c7800. Literally plug/play connect to Xfinity setup and go.
NEW SYSTEM: 40Mbps!!! brand new modem and download speed dropped 3x. Upload increased 8x. Spent hour with customer support tieir 0/1. can't fix. modem green on their end. all resets. server resets on their end. tried everything - twice! Nothing changed on my end. unplugged 5 cable from old modem. plugged 5 cables into new modem. Should be getting 1000Mbps. I get 40....and I"m paying extra for this!!!
Tier 2 service was supposed to call. No call. 16 year customer.... Joy.
My guess is next they will tell me I have a bad modem out-of-box. This happened when I upgraded from 25Mbps to 100 about 6 years ago....2nd modem same results....until Tier 2 said something like they discovered they had to flip a switch on their end....and then poof...everything worked....rather suspicous.......
Responses
EG
Expert
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86.5K Messages
1 y ago
Try calling 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.
Good luck !
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EG
Expert
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86.5K Messages
1 y ago
FWIW, that doesn't necessarily mean that the other related steps that I stated were also performed by that rep. It's very easy for them to just re-push a boot-file.
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16yearcustomer1
New Poster
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3 Messages
1 y ago
I may have had faster internet with Netzero back in the day.....
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16yearcustomer1
New Poster
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3 Messages
1 y ago
Thanks. But that was something they already did in Tier -0/1 services. Sent modem new bootfile twice.
Service guy showed up today. Left message that they found a problem outside that they needed to resolve...but the message said we would have essentially zero service for 24-48 hours while they fixed the outside issues.... So I assume that the first thing they do is make sure they can get at least 1Gbps at their drop at the street?
They were correct on zero internet service, as I am now at 1.4Mbps after Customer Service left.
So let's recap.
Day 1: 120Mbps. Pay for 1Gbps. Still only get 120Mbps.
Day 2: Buy new Modem.
Day 3: Install Modem. Get 40Gbps. Call Customer Service.
Day 4: Waiting
Day 5: Service Arrives. Get 1.4Mbps.
I'm sure there is a solid technical answer for all of this.
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