Skip to main content

    Support

    Offers

U
user_2fe28b
1st Topic

Visitor

 • 

6 Messages

Sunday, April 30th, 2023 5:18 PM

Closed

xFi Complete + Gigabit x2 package: abysmal performance.

I was on Gigabit pro with 1Gbps download and 40Mbps upload. I upgraded to xFi Complete and Gigabit x2 package (with 60% increase of the monthly service fee), and I activated the XB8 modem (software: CGM4981COM_5.8p5s3_PROD_sey). Now from speedtest.xfinity.com , I only get at most 100Mbps download, sometimes only 8Mbps, a huge drop from my previous 1Gbps! Upload is between 40Mbps to 80Mbps, still way below 200Mbps. The only speed test website I could get a few hundred megabit per second is from speedtest dot net, but still nowhere near 1Gbps.

I sent DM to Xfinity Support on Friday, without any response yet. Please help. Thanks!

Question

 • 

Updated 

2 years ago

890

2

0

CCXavier

Official Employee

 • 

695 Messages

2 years ago

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue. To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

0

0

EG

Expert

 • 

110K Messages

2 years ago

@user_2fe28b @XfinityXavier 

Please circle back here and post any possible solutions for the issue here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

4

thatoneguyuno

Visitor

 • 

5 Messages

@EG​ Yeah, I think it's entirely counter productive to take ANYthing from here off the forum...
If someone wanted private communication, they would've contacted you in a private way.

(edited)

2 years ago

0

user_2fe28b

Visitor

 • 

6 Messages

I hope to provide an update to the issue I reported. Thanks to Xfinity technical support team! The technician identified the root cause immediately when he stepped in our house, and rewired the cable to the cable modem directly by skipping the cable splitter and amplifier. He explained there were a lot of drops and uneven decibel from the signal. After he did the rewiring, the speed is close to 1Gbps download (I only have gigabit switch) and 200-220Mbps upload. This is exactly what I was expecting from the X2 and xFi!

This is definitely great service and result. I am very happy now!

2 years ago

0

CCJoshua1

Problem Solver

 • 

567 Messages

Thanks for working with us on the trouble you were having with the signal. We're always here to help!

I no longer work for Comcast.

2 years ago

0

EG

Expert

 • 

110K Messages

@user_2fe28b​ 

Thanks for the update ! Glad it got straightened out !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

2 years ago

0

forum icon

New to the Community?

Start Here