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I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

Jules8
Regular Visitor

I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

In November Comcast package taking higher speed internet as recommended by your associate. I use a lap top wirelessly 10 feet from your wireless device. Have constantly had speeds drop to less the 70mbps and only way to correct is hard reset of modem. You have replaced mu gteway and this is still an issue requiring a reset ever day or two to correct. Wired connection is over 200 always however I took this speed as I have a wired and wieless device and wanted to be able to play games and stream videos with no issues. While you may feel this is acceptable speeds T is not what I am paying for and can get no satisfaction from calling in to Customer support and a Tech coming out will just reset modem and say it is corrected(while you guys will try and charge for a customer service call). Can nothing be done to give Us customers the quality(both in product and in support) we are paying for?

MNtundraRET
Expert

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds


@Jules8 wrote:

In November Comcast package taking higher speed internet as recommended by your associate. I use a lap top wirelessly 10 feet from your wireless device. Have constantly had speeds drop to less the 70mbps and only way to correct is hard reset of modem. You have replaced mu gteway and this is still an issue requiring a reset ever day or two to correct. Wired connection is over 200 always however I took this speed as I have a wired and wieless device and wanted to be able to play games and stream videos with no issues. While you may feel this is acceptable speeds T is not what I am paying for and can get no satisfaction from calling in to Customer support and a Tech coming out will just reset modem and say it is corrected(while you guys will try and charge for a customer service call). Can nothing be done to give Us customers the quality(both in product and in support) we are paying for?


Comcast's quoted speeds are based on best case Ethernet connections. You will never get those speeds over your home wIfI.   10 feet may seem close enough for WiFi, but other devices close by can cause RF interference and lower the speed to each individual device.

 

Also; any apps you leave turned on use broadband even though you are not using them.

 

I would connect your device with a temporary Ethernet cable and check the speed that way. Games are broadband hogs depending on what resolution you use for the display.


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I am a Customer Expert volunteering my time to help other customers here in the Forums.
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Jules8
Regular Visitor

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

Yes if connected by ethernet speed jumps bavk up. If I reset Gateway speed goes up. And in both instances speed stays higher wired over the 200 wifi 150+(but not 200 that is advertised), After a couple days speeds on wifi drops back down, so obviously it is a comcast issue. They did supply a new Gateway but that did not resolve issue and a Tech coming and reseting modem will not offer a long term solution(also I am sure they would then charge saying I shoud have reset). So very frustrating.

Jules8
Regular Visitor

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

No apps open also if these are not the speeds you are going to receive they should not tell you they are when pushing their packages. I am not a computer or internet specialist and take their word for what is recommended as they are suppose to be.

MNtundraRET
Expert

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds


@Jules8 wrote:

No apps open also if these are not the speeds you are going to receive they should not tell you they are when pushing their packages. I am not a computer or internet specialist and take their word for what is recommended as they are suppose to be.


I have wondered the same thing. I have DSL (no Internet from Comcast). I pay for 40 mpbs (minimum guaranteed). I actually get 48+ mpbs (Ethernet connection) when checking speed from multiple sites. My Lenovo AIO computer is about 12 feet from my Gateway. WIFi signal will vary from 39 to 45 mpbs if used that way. It does not seem to matter where my wife uses her HD Kindle. Works on all levels of house, out on the deck, or in the  yard, on WiFi. She can send "print" commands to HP printer that way too.


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? Mark the post as Best Answer!
JulianR1
Regular Contributor

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

 


@Jules8 wrote:

In November Comcast package taking higher speed internet as recommended by your associate. I use a lap top wirelessly 10 feet from your wireless device. Have constantly had speeds drop to less the 70mbps and only way to correct is hard reset of modem. You have replaced mu gteway and this is still an issue requiring a reset ever day or two to correct. Wired connection is over 200 always however I took this speed as I have a wired and wieless device and wanted to be able to play games and stream videos with no issues. While you may feel this is acceptable speeds T is not what I am paying for and can get no satisfaction from calling in to Customer support and a Tech coming out will just reset modem and say it is corrected(while you guys will try and charge for a customer service call). Can nothing be done to give Us customers the quality(both in product and in support) we are paying for?



Whoa there buckaroo, slowdown. First things first, when did this issue start occuring? Also, let's not go playing "the blame game" and point fingers at each other willy nilly, as that will only complicate things farther. 

Secondly, you have stated that you have constantly had your speeds drop to less than 70 Mbps. You also mentioned you've had your gateway replaced, and that an Xfinity Technician has replaced your gateway, and that you are still having issues with low speeds. 



@Jules8 wrote:
You have replaced mu gteway and this is still an issue requiring a reset ever day or two to correct.

Since you've been through a gateway swap, we can rule out customer-owned CPE (Customer Premise Equipment) being at fault. As you are leasing an router from Xfinity, and as stated above been through a gateway swap, this could likely be another underlying issue. 


@Jules8 wrote:

Have constantly had speeds drop to less the 70mbps and only way to correct is hard reset of modem. You have replaced mu gteway and this is still an issue requiring a reset ever day or two to correct. . Wired connection is over 200 always however I took this speed as I have a wired and wieless device and wanted to be able to play games and stream videos with no issues.



When you get the low speeds, what device(s) are you using, and are you using a speedtest website? If so, those tests aren't always accurate, as they measure the speed of your device, that goes through your gateway, through Coaxial/Copper lines, to your isp, out to other servers and other ISPs to that server and back again. 

To put it in simpler manner, those tests only measure the response time from your device to that server, not neccessairly the speed from your gateway to your ISP.
When you test the speed of your network, are you checking wired in via ethernet, or are you connected wirelessly to the gateway?

Other factors can affect the speed of your devices such as the type of network you are using, the placement of the gateway, the frequnecy or wireless channel the network is on, surrounding networks, and as @MNtundraRET already mentioned the speeds on the packages are quoted and not gurranteed, and things such as RF Interferance from nearby devices or networks.




@Jules8 wrote:

Yes if connected by ethernet speed jumps bavk up. If I reset Gateway speed goes up. And in both instances speed stays higher wired over the 200 wifi 150+(but not 200 that is advertised), After a couple days speeds on wifi drops back down, so obviously it is a comcast issue. They did supply a new Gateway but that did not resolve issue and a Tech coming and reseting modem will not offer a long term solution(also I am sure they would then charge saying I shoud have reset). So very frustrating.




You mentioned that wired speeds are over 200, and that wireless speeds are above 150, so we can rule out your devices. You mentioned also that the gateway requires a factory reset to regain speeds above 70.  The fact that both gateways have required hard resets is semi-unusual but not unheard of, as sometimes when these units update, a file or two gets corrupted and requires it to be reset using the image on the device. This seems more like an indicator of a signal issue. Did the tech by any chance, check the noise levels in the line?

If not, there may be ingress or low signal levels in the line. Here's an example of what the tech might show you:

https://imgur.com/gallery/iPUlP8t



Furthermore, this could be caused by cabling in your home, the drop line servicing your home, the line running from the node to the utiilty pole, etc. This could also be an issue in your area, could also be the ground block on your home in the Grey Xfinity box that houses the termination of the drop line which is what connects to the line going into your home to provide the cable outlets in your home with service.


You can also post the logs from your gateway.

You can do this by going to 10.0.0.1, logging in with the username and password, Where USERNAME is admin and PASSWORD is the password you set for the web interface on the modem.  Once logged in go to Troubleshooting > Logs

Click the dropdown and Select System Logs > Time Frame > Last 90 Days then click Show logs . You will see the following : https://imgur.com/gallery/n2VnJjR
(See imgur links for photos)

This will aid us in troubleshooting your network and hopefully find a solution. If the issue cannot be solved via troubleshooting, A Technician Dispatch will be neccessary. There is a dispatch fee of up to 99 dollars if the technician determines there is purposeful damage

I am not a Comcast Employee, I am just a customer volunteering my time to help other customers here in the Forums.
Jules8
Regular Visitor

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

Ok Bucko first if you read started in November when I upgrade (1st sentence of initial post) 2nd I test from wireless laptop and then through laptop wired(same device) and get same resuts from wifes laptop. Also this speed change is immediate if I reset so difference in speed is with in minutes and will continue working for a few days before slowing(seems that shows is niether wiring or network issue as none of that is changed). I use both the comcast speed test and Ookla speed test through nearest Comcast server. Extensive work was done in my residence by Comcast 5 years ago due to in home wiring so wiring was upgraded at that time. I am sure Comcast has all records of that. I appreciate you attempting to work me through trouble shooting steps to see what is going on however this already has taken more time then resetting Comcast's Gateway. Just seems a poor service when paying over One Hundred Dollars for a service and they are doing nothing(as you yoursel proclaim not a Comcast employee)to mani tain customer satisfaction in product or support. 

JulianR1
Regular Contributor

Re: I am paying for 200mbps yet constantly have to re-start modem to receive 150+ (never 200) speeds

Look pal, I was takir time out of my day to help a fellow consumer. But if you are going to shoot us down so to speak, then I don't see why we should waste time on trying to help someone who clearly doesn't want help and just want a to complain about service. 5 years is a long time in technology. Not surprising there are issues. Could be corrosion, but then again I forgot you don't want help. So I'm sorry for trying to be helpful. Enjoy your comcast service. I'm on fiber w/att and have relatively few issues other than low light levels.
I am not a Comcast Employee, I am just a customer volunteering my time to help other customers here in the Forums.