Community Forum

Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

Highlighted
New Poster

Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

I bought at the beginning of Febuary a Motorola cable modem MB7420 and a TPLink Archer A7 wifi-router.  I have Performance Pro as my tier for internet service in the Denver CO area.  Recently, in the last day or so, my internet downlink speeds have fallen to ~6 Mbps.  I've called Customer Support several times tonight to see if this can be fixed.  According to the representative, there is something wrong with my cable modem.  I will post the modem activity logs.  I have cycled the power several times manually and had the troubleshooting software on Xfinity's site reboot the modem.  This SHOULD have updated the firmware, but I'm not so sure.  Also, the rep. I spoke to tonight said "Xfinity does NOT do firmware updates for customer owned modems, only the manufacturer can do that." I just so happened to find Motorola's official policy on firmware updates for their purchased products  Motorola cable modem firmware update policy 

When you view the link's page, you can readily see Motorola does NOT update their products firmware, only the ISP (Xfinity in this case) can update it by "pushing it".  The process is Xfinity must receive the new firmware FROM the vendor, approve the firmware update, make additional changes, and then "push it" to the consumers modem.

Xfinity, you might just want to have some retraining for your tier 1 customer service reps, because, obviously, this last rep I spoke didn't know about the "push" process.  OR- this could have been a deliberate obfuscation they are trained for, with the hope the customer will give up, return the 3rd party device and just buy/rent a modem from Xfinity. 

Here are my modem's admin page and logsMotorola4.pngMotorola3.pngMotorola2.pngMotorola1.png

Not that I'm implying that Xfinity DOES have deceptive practices, I AM saying that as a business that is under US Federal regulation, you MIGHT want to have as much distance from APPEARING to have deceptive/manipulative business practices as possible.

I do hope someone with enough competance can help me fix this situation.  I'd rather not leave Xfinity.  Been a customer since 2013 and have only had this problem once before.

Highlighted
Diamond Problem Solver

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

You never stated how your testing your speed...

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
New Poster

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

Opps, I'll get on that right now.  I'll post screenshots from 3 different sitesXfinity3.pngXfinity2.pngXfinity1.png

So, according to 3 different internet speed testing sites, 3 different speeds but ALL severely below what I'm paying for from Xfinity - 19/7.3 D/U Mbps (FAST.com), 2.69/4.10 D/U Mbps (Speedtest.net), 5.7/5.8 D/U Mbps.  More details are in the photos.

Highlighted
Diamond Problem Solver

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

That wasn’t what I meant, are you testing wirelessly or directly out of the modem

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
New Poster

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

Okay, we both need to work on our communication skills.  Tested via CAT5 cable attached from PC to TPLink Archer 7 Wifi Router, then CAT5 cable to Motorola MB7420 cable modem.

Highlighted
Diamond Problem Solver

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

This is like pulling teeth, how are the speeds directly out of the modem (that’s what counts the most)

I am a Retired Official Comcast Employee
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark a post as the Best Answer!
Highlighted
Expert

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

@Merquetio 

 

Can't see your pics. Since you are a new poster, they need to be approved by a Forum Admin. That could take some time. In the interim, you could try hosting them at one of those free third-party pic hosting sites like Imgur or Photobucket and post the link to them here.



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!
Highlighted
New Poster

Re: Customer owned cable modem (Motorola MB7420) and router (TPLink Archer A7), low internet speeds

Okay, from Xfinity xFi speedtest       5.7/5.8 Dn/Up Mbps 26 ms latency  

                      Speedtest.net                   2.69/4.10 Dn/Up Mbps 6ms Ping

                       Fast.com                            19.7/7.3 Dn/Up Mbps  11ms  ping