FriendOfJah's profile

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21 Messages

Monday, January 17th, 2022 5:18 PM

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Why Can't I Get The Speed I'm Paying For?

I have an Internet only plan with Xfinity. I originally had 300 mbps plan but over the past 2 years was upgraded to 600 mbps (paid for this) then updated to 800 mbps and then 900 mbps for free. When I was updated to 600 mbps and ran SpeedTest I would get 600+ mbps all the time at the Ethernet ports. In April 2020 I decided to get my own NetGear Cable Modem and Router to save money and have a stronger WiFi signal. I got a NetGear 1150 which was advertised as DOCSIS 3.1 up to 800 mbps at that time. I got it setup and activated. However, ever since being upgraded for free to 800 mbps and then 900 mbps I cannot reach these speeds. I’ve had numerous calls to Xfinity Advanced Technical Support. They would send a command to the modem and it would jump up to the speed I’m promised. However, within 30 minutes, it would drop back down again to 600+ mbps at the Ethernet ports. I had a Xfinity technician (Kyle, he was excellent!) come to my home last week to check out my lines. He replaced all of the cable connectors in the house and gave me a new cable between the wall outlet and the cable modem. I had prior to his visit bought new CAT6 cables to go from my modem to the router and from the router to my iBuyPower Gaming PC. He told me that before he came to my home, that he noticed that my Cable Modem had reset itself 52 times overnight! He told me if I logged into the Modem and looked at the Event Log and it would show this. Before he left, his device showed the signal at 900+ mbps. I tried to login to my modem but it wouldn’t take my changed password or the default. I disconnected it from everything and turned the power back on and pushed in the Reset button for 10 seconds to completely reset it. I then connected it to the cable line and after about 15 minutes it was working properly. I connected it to my Router, turned it back on, logged into my PC and ran Speedtest. I was finally at 900+ mbps. I checked 15 minutes later, and it had dropped back down to 600+ mbps. I checked the Modem event log for several days and it was empty, no new events. I have found that if I go to the Xfinity Support Site and click on Restart Modem, wait for it to complete, turn off the Modem, unplug the power cord for 30 seconds, plug it back in, restart the modem and when ready restart my TP-Link Archer AX6000 router and run a Speedtest that I’m at 900+ mbps again. However, when I check 15 minutes later, its dropped right back down to 600+ mbps. So, I decided to get a new NetGear CM1100 Modem at Costco, rated up to 2GB mbps. I came home, disconnected the old modem, plugged in the new one, activated it with Xfinity and connected it to my TP-Link Archer AX6000 router and started it. I ran a Speedtest that I’m at 900+ mbps again. However, when I check 15 minutes later, it’s dropped right back down to 600+ mbps. I’ve come to the conclusion that while Xfinity says that I have a 900 mbps plan, that I’m being throttled back to 600+ mbps by them. I have no other way to explain why I cannot get 900+ mbps consistently. Has anyone else had this experience or found a solution? I’m at my wits end. Thanks in advance for any and all replies.

Accepted Solution

Problem Solver

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948 Messages

3 years ago

It seems to me you need to connect directly to the modem and test it, when you hookup the router, that gives you 2 variables, so it could be the modem or router or a combination of the 2, you need to eliminate one of them out of the equation, obviously it cant be the modem, when i read your post it seems to happens after you hookup the router...  

Contributor

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21 Messages

@jlavaseur Thanks so much for your reply. I’ve actually been directly connected to the Modem from my PC and done a Speedtest with 900+ bmps and then 15 minutes later see it drop to 600+ bmps. Before the Xfinity technician left my house last week, he plugged in to my Router and got 900+ bmps. He didn’t wait around for it to drop back down to 600+ bmps which it did. I’m really stumped by this. 

Problem Solver

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948 Messages

So directly connected to your modem, when it dropped speed, the router wasn’t connected?

Contributor

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21 Messages

@jlavaseur​ It was a setting in my TP-Link Router that I was not aware of and is not well documented. Thanks Xfiinity Advanced Technical Support, I appreciate your trying.

Here's the thread at TP-Links forums: https://community.tp-link.com/us/home/forum/topic/275992

Roger

Problem Solver

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543 Messages

3 years ago

You are not being throttled; Comcast does not do that.  There could be numerous reasons for your issue; the only real solution is to have Comcast send a technician out to do a full inspection of your feed/lines/hardware. do you have any splitters in the system?  Are they rated for use with xfinity at the speed you are paying for?  Be aware that if you have a technician come out, and they find an issue with your hardware inside the home, they may charge you for the visit.  If a problem is found from the drop or with the line servicing your home, then you will not be charged for the visit. 

Contributor

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21 Messages

@NoNoBadPuppy Thanks so much for your reply. As I said in my initial post, I had a Comcast Technician come out to my home last week based on their Advanced Technical Support Centers recommendation to check things out. He found where the line comes in to my condominium and replaced all of the cable connectors. He did the same thing in the guest room where I have the Cable Modem and Router. He also checked the junction box outside for our building. He then checked the signal on his portable test machine at my router and told me the db improved and I should be all set. I highly doubt they’ll send out another technician. The problem has to be on Xfinity’s end if I can get 900+ mbps momentarily and then it mysteriously drops back down to 600+. I’m completely stumped. 

Contributor

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167 Messages

Hey late to the thread here but what results are you seeing here - https://internet.xfinity.com/network/health

 Also as for the low speed web browser results, is the "low speed" <600Mbps> impacting streaming or caused dropped connection, restarted gateway?

600 Mbps ain't too shabby..

Just my .2 cents.

Thanks and good luck.


 Thanks and good luck.

Contributor

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21 Messages

Hi user_bb801b - Unfortunately, your link opens a page asking me to use their app which is designed to be used with their hardware. While I agree that 600 mbps "isn't too shabby", I'm paying for 900 mbps and so I'm entitled to get what I'm paying for or Xfinity should change my plan to 600 mbps and charge me less. I guess that I'm not going to find a solution in these forums.

Official Employee

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2.2K Messages

Hi, @FriendOfJah! Thanks for visiting our community and patiently waiting for a response. I am sorry to learn about this experience with the internet speed issues. At Comcast, we strive in ensuring that you receive the services that you pay for. I would like to research this further and get this resolved as quickly as possible. To get started, would you mind sending us a direct message with your first/last name and full address? You can start by clicking the chat icon located in the top right corner on your forums page when signed in. Once there, you can search for "Xfinity Support" to compose your peer to peer ("private") message.

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