Wi-Fi speed and coverage

Yes, I read about a promotion that said Xfinity would provide range extenders if I upgraded my modem and went to gig speed. I did so and the results aren’t good. There is a reply to another question I asked about it that said Xfinity would evaluate my coverage for 14 days and make a determination on the extenders. I believe they are simple plug in devices. 

I was considering upgrading my mesh system that is 7 years old when I read about this offer. It’s a $5 a month increase per what I signed up for. I’m fine with paying the 5 bucks a month for the new white modem and higher speed but like I said, my speed and range are worse. What should I do?

@user_a5ee8b Thanks for the details! Has the 14 day Whole Home System testing completed yet? I would wait for that to complete and then go from there. 

I think my upgrade started on November 2.mive heard nothing from Xfinity. I also have to say that the Xfinity app is so slow as to be useless. I end up holding for hours if I call. Pricing is indecipherable. I think I will just call  and cancel. There aren’t enough hours in the day to deal with this. Thanks.

Our team is happy to help with this and get to the root cause so you can enjoy the Gigabit speed. I apologize it has been working that way and understand the frustration that comes along with that, @user_a5ee8b. We are able to stay with you over time without starting over and have all the needed tools to help. This link goes over the process for the Whole Home Evaluations, https://www.xfinity.com/support/articles/whole-home-wifi-evaluation. If the coverage is not what it should be then you get an email at the end of the process with a link to order a free xFi Pod. Here is more information about the xFi Pods, https://www.xfinity.com/learn/internet-service/wifi/xfi-pod.

What speed are you seeing when you test at the modem? Is that the same speeds you are seeing on WiFi? The 2 devices that can't see the Network, are they devices that work on the 2.4 network only (if you know the answer to that)? 

I test on my iPad about 5 feet from the modem. My old modem (black, 400 mbps) consistently gave me 375 to 425 mbps using my iPad. Xfinity test ran a bit higher. With the new modem, (white, 1 gig speed) I haven gotten over 350 mbps. The Xfinity test on the modem does read 1025 and sometimes higher but no device tests anywhere near that. I’ve lost speed in the upgrade.

Both devices that get no signal are 2.4 gig. One is a 65” Roku tv, the other is a Ring doorbell. 

So from what you are saying I need to click on that link to start the process that determines if I qualify for the free range extenders? I am sorry this wasn’t made clear before I upgraded to the new modem and sat around waiting to hear from Xfinity. I’m pretty discouraged and disgusted with this business. I could have just bought a new mesh system and been done. Thanks for the link. 

@user_a5ee8b We'd like to get a look at the signals and see if this is something we can resolve remotely, or if a technician is needed.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
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• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
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@user_a5ee8b​  One thing you don't need?  Cost reduced hardware with a questionable annual and MTBF failure rate, that handles band steering (combined signal which is why your 2.4G devices don't work), and access point roaming poorly.  "Pods" will just further waste your money and lock you into that problem.  3rd party gear is always going to work better than outsourced, crippled firmware running on a cost reduced platform.   

You need to read the manuals though for what you buy and what you have.  Make sure all of your WiFi Gear can speak a common agreed upon WiFi standard if you want it to work.  All radio gear is not equal.

As far as "speed issues" -- which actually just means bandwidth your devices can use at the same time,  you can start here:  https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0   

It isn't always local wiring/connector/splitter related, but it's pretty common.  You can look at it yourself by logging into your gateway and posting the signal table and error logs here, or just use the doc as a guide yourself (redact MAC addresses on the error logs or the bot will mark it private).  

Did the Xfinity up sell work?  No?  Well, then going with the same people to fix the problem they created probably won't either and will just cost you another $100 for a tech visit.  You can figure out if this is a local wiring issue or neighborhood issue yourself for free.  If they can't deliver the service due to network infrastructure, then they can't.  No need to pay more for something they can't deliver.

@flatlander3​ , sorry, I understood about every third word. What you are saying is way over my ability to understand or deal with. 

@XfinityBillie​ , done.