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80 Mbps from Xfinity speed test with 250 Mbps plan

Contributor

80 Mbps from Xfinity speed test with 250 Mbps plan

I get 80 Mbps from the xfinity speed test, even though I have the 250 Mbps extreme Internet plan with my account. I've tried all of the modem resets and such suggested by tech support.

 

Can someone help troubleshoot this issue?

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Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Is there a router / WiFi in the mix ? If so, what do you get with a computer connected directly to the modem ?

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

That test was connected directly to the modem.

Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

What do you get for the upload speed ?

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

My latest test showed a 89.9 Mbps download speed and a 23.4 Mbps upload speed

 

A technician came out today and temporarily installed an XB6 Wireless Gateway (CGM4140COM), which gave me the expected speed around 280 Mbps download. He suggested that this may be a Docsis 3.0 versus Docsis 3.1 issue, since my ARRIS SB6183 modem is Docsis 3.0. Could it be possible that I need a Docsis 3.1 modem?

 

I don't think there is an issue with my specific cable modem, since I was seeing the exact same results of about 80 Mbps from a SB6141 modem that I was using before I replaced it with the SB6183 . Is there any way I can get my SB6183 modem working with the expected speed or do I need to buy a Docsis 3.1 modem?

Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Hmmm.... You shouldn't need a DOCSIS 3.1 capable modem for that speed, only for gigabit speed. I get almost 300 Mbps down with their 20% over-provisioning on the 250 tier with an SB6183.

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Can anyone from Comcast help troubleshoot this issue?

Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

I'm going to try escalating your issue to the Comcast corporate employees that are available to this forum. You should expect a reply hete in your thread.
Official Employee

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

I can certainly check this for you from here if you would like. To protect the privacy of your account, can you provide your full name, and the full account number or phone number associated with your services? To send a private message click on my name, then click private message me.

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

ComcastShane asked for my account info and MAC address of my cable modem and then went dark on me. Is there someone else from Comcast that can help me before I bail out and try a Docsis 3.1 modem?

Frequent Visitor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Your not alone with speed dropping and no help. Mine has dropped also to half of what my contract  specifies. They have also been resetting my modem during the middle of the day for 2 weeks now , but  strangely their site says no outages. I wonder howmany  other customers they have taken speed from without rechecking the line speeds after they futz with stuff on the pole. Bridge of contract is a big issue with this cable company and they pretend to not know anything about it when asked.

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

I've ruled out the possibility that the issue is my cable modem, since I installed a new MB8600 modem today and I get nearly the same results (92.8 Mbps) with the speed test: 

 

It appears that my account is provisioned wrong for customer-owned equipment or something to that effect, since using Comcast's equipment gives me the expected speed.

Once again, is there anyone from Comcast that can help me?

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Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Deleted.



 

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

Should I have that boot file even though I don't have gigabit internet service?

Diamond Problem Solver

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

No. It's my mistake. Sorry. Disregard.

Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

This issue remains unresolved. Is there someone from Comcast that can help me beyond sending out a tech to install a rental modem?

Expert

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

My sincere apologies.  There was a bit of personnel shuffling of late and we got buried with a lot of support issues. I'm going to have @ComcastShane or a different Specialist follow up with you. 


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Unless so specifically stated, my opinions written herein are my own and do not necessarily reflect the views of Comcast, its official employees or affiliates.


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I am a regular customer 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.

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Administrator

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

@mstjohn,

 

We sincerely apologize for the ongoing issue that you are experiencing with your Internet service. It does look like ComcastShane offered to send a tech out to your location on 08/13/18 via a private message. Did you get a chance to review that private message and respond to it?

 

Once we recieve your reply to that private message we will be able to continue assisting there and get that tech out to your location. 

 

Thanks for posting in the Xfinity Forum. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: Product, Support, Leadership. 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!
Contributor

Re: 80 Mbps from Xfinity speed test with 250 Mbps plan

The last message I received from ComcastShane was the following:

 

Hello again, all I can suggest is to get another technician out to check the speeds again, but this time, I will make a note to have a test laptop. All your signals look great and the modem has the correct boot file.

 

Since then, I tried my luck on the reddit forum and they sent out yet another tech who did the same exact thing and said that there was nothing further that could be done. My experience is documented at https://www.reddit.com/r/Comcast_Xfinity/comments/96tjy5/942_mbps_download_speed_when_i_should_get_g...

 

The troubleshooting process seems to be the following:

 

1. Send out a tech

2. Check the signal levels and confirm that they're ok

3. Switch cable modem to a Comcast-owned device which gets the expected speed.

4. Claim that my cable modem must be faulty.

 

However, I've tried with three different non-XB6 modems that all experience the same issue, and I've ruled out the possibility of this being an issue with my laptop when connected directly to the modem, since I verified that I do get the expected speeds with the XB6 when my laptop is connected to it.

 

If you're going to send another tech out, he or she needs to bring out *some* model of modem that I can purchase myself, otherwise there's no point, since I already know that Comcast-owned equipment works as expected.