Community Forum

Gigabit Service in PDX = 300-500Mbit?

Frequent Visitor

Gigabit Service in PDX = 300-500Mbit?

I recently switched to Gigabit service and I am only getting 300-500Mbit at the modem, hard-wire tested.

 

My equipment is pretty high-end, rack mounted, stuff that I am sure can handle >1Gbit, but I've taken all of that out of the equation by testing directly at the modem.

 

I've had two techs to the house - one contractor who had no idea what to do, and an xfinity service tech who tested my cables for noise - all fine - and basically couldn't find the problem.

 

I've tried two brand new modems - 1x Arris 8200 and 1xNetgear CM1000.  Both provide similar perf - 300-500MBit down, ~40Mbit up.  Usually about 430Mbit down.

 

I've looked at the SNR/other data from the modems webpages - I can post it - but it seems to be within the ranges specified.

 

I've read the posts on troubleshooting - tried it all.  

https://forums.xfinity.com/t5/Your-Home-Network/Xfinity-Internet-Connection-Troubleshooting-Tips/m-p... 

 

I'm pretty sure the problem is in the Xfinity infrastructure leading to my home.  In my case, it appears Comcast/Xfinity is not providing the 1Gbit capability they claim they can provide.  How does one escalate a problem like this to the more senior level techs/engineers to debug at the central office/edge office?

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Netgear Router info:

 

Starting Frequency

663000000

Procedure

Status

Comment

Acquire Downstream Channel

663000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Security

Enable

BPI+

IP Provisioning Mode

Honor MDD

IPv6 only

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

SNR / MER

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

QAM256

29

663000000 Hz

0.5 dBmV

36.0 dB

17637954

109

0

2

Locked

QAM256

1

489000000 Hz

2.6 dBmV

38.0 dB

15692992

1

0

3

Locked

QAM256

2

495000000 Hz

3.0 dBmV

38.0 dB

15696998

0

0

4

Locked

QAM256

3

507000000 Hz

2.7 dBmV

37.9 dB

15700527

1

0

5

Locked

QAM256

4

513000000 Hz

2.9 dBmV

38.0 dB

15704078

1

0

6

Locked

QAM256

5

519000000 Hz

2.7 dBmV

37.9 dB

15708537

0

0

7

Locked

QAM256

6

525000000 Hz

1.5 dBmV

37.7 dB

15711927

2

0

8

Locked

QAM256

7

531000000 Hz

1.2 dBmV

37.4 dB

15715790

1

0

9

Locked

QAM256

8

537000000 Hz

0.5 dBmV

36.8 dB

15719369

3

0

10

Locked

QAM256

9

543000000 Hz

-0.9 dBmV

36.5 dB

15723300

6

0

11

Locked

QAM256

10

549000000 Hz

-0.8 dBmV

36.4 dB

15726925

8

0

12

Locked

QAM256

11

555000000 Hz

-0.7 dBmV

36.4 dB

15731319

7

0

13

Locked

QAM256

12

561000000 Hz

-0.8 dBmV

36.5 dB

15735011

6

0

14

Locked

QAM256

13

567000000 Hz

0.1 dBmV

36.7 dB

15738664

12

0

15

Locked

QAM256

14

573000000 Hz

0.3 dBmV

36.8 dB

15742320

11

0

16

Locked

QAM256

15

579000000 Hz

0.1 dBmV

36.9 dB

15746478

10

0

17

Locked

QAM256

16

585000000 Hz

0.9 dBmV

37.0 dB

15750151

4

0

18

Locked

QAM256

17

591000000 Hz

1.1 dBmV

37.0 dB

15753574

5

0

19

Locked

QAM256

18

597000000 Hz

0.8 dBmV

37.0 dB

15757456

11

0

20

Locked

QAM256

19

603000000 Hz

1.3 dBmV

36.9 dB

15761159

13

0

21

Locked

QAM256

20

609000000 Hz

1.0 dBmV

36.7 dB

15765059

20

0

22

Locked

QAM256

21

615000000 Hz

0.4 dBmV

36.6 dB

15768733

14

0

23

Locked

QAM256

22

621000000 Hz

1.1 dBmV

36.5 dB

15772586

32

0

24

Locked

QAM256

23

627000000 Hz

1.0 dBmV

36.6 dB

15776122

23

0

25

Locked

QAM256

24

633000000 Hz

0.3 dBmV

36.3 dB

15779982

33

0

26

Locked

QAM256

25

639000000 Hz

0.7 dBmV

36.1 dB

15783527

65

0

27

Locked

QAM256

26

645000000 Hz

0.6 dBmV

36.0 dB

15787569

68

0

28

Locked

QAM256

27

651000000 Hz

0.0 dBmV

35.8 dB

15791216

82

0

29

Locked

QAM256

28

657000000 Hz

0.6 dBmV

36.1 dB

15795104

93

0

30

Locked

QAM256

30

669000000 Hz

0.0 dBmV

35.8 dB

15795764

107

0

31

Locked

QAM256

31

675000000 Hz

0.9 dBmV

35.9 dB

15795254

143

0

32

Not Locked

Unknown

0

0 Hz

0.0 dBmV

0.0 dB

0

0

0

Channel

Lock Status

Modulation

Channel ID

Frequency

Power

1

Locked

ATDMA

5

35700000 Hz

43.3 dBmV

2

Locked

ATDMA

6

29200000 Hz

42.3 dBmV

3

Locked

ATDMA

7

22700000 Hz

41.8 dBmV

4

Locked

ATDMA

8

16200000 Hz

41.8 dBmV

5

Not Locked

Unknown

0

0 Hz

0.0 dBmV

6

Not Locked

Unknown

0

0 Hz

0.0 dBmV

7

Not Locked

Unknown

0

0 Hz

0.0 dBmV

8

Not Locked

Unknown

0

0 Hz

0.0 dBmV

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

SNR / MER

Active Subcarrier Number Range

Unerrored Codewords

Correctable Codewords

Uncorrectable Codewords

1

Locked

0, 255

159

690000000 Hz

2.7 dBmV

35.3 dB

1366 ~ 2729

40217748

30748712

0

2

Not Locked

0, 255

0

0 Hz

2.5 dBmV

0.0 dB

0 ~ 4095

0

0

0

Channel

Lock Status

Modulation / Profile ID

Channel ID

Frequency

Power

1

Not Locked

Unknown

0

0 Hz

0 dBmV

2

Not Locked

Unknown

0

0 Hz

0 dBmV

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Arris modem info

 

Startup Procedure

 

 

Procedure

Status

Comment

Acquire Downstream Channel

663000000 Hz

Locked

Connectivity State

OK

Operational

Boot State

OK

Operational

Configuration File

OK

 

Security

Enabled

BPI+

DOCSIS Network Access Enabled

Allowed

 

 

Downstream Bonded Channels

 

 

 

 

 

 

 

Channel ID

Lock Status

Modulation

Frequency

Power

SNR/MER

Corrected

Uncorrectables

29

Locked

QAM256

663000000 Hz

3.9 dBmV

35.7 dB

290

0

1

Locked

QAM256

489000000 Hz

6.2 dBmV

37.5 dB

872

2912

2

Locked

QAM256

495000000 Hz

6.5 dBmV

37.6 dB

883

2793

3

Locked

QAM256

507000000 Hz

6.9 dBmV

37.6 dB

1044

3209

4

Locked

QAM256

513000000 Hz

6.7 dBmV

37.5 dB

1011

2884

5

Locked

QAM256

519000000 Hz

6.5 dBmV

37.5 dB

1861

3085

6

Locked

QAM256

525000000 Hz

6.0 dBmV

37.4 dB

814

3370

7

Locked

QAM256

531000000 Hz

5.2 dBmV

36.9 dB

1082

2914

8

Locked

QAM256

537000000 Hz

4.3 dBmV

36.5 dB

1946

7642

9

Locked

QAM256

543000000 Hz

3.7 dBmV

36.2 dB

1922

7739

10

Locked

QAM256

549000000 Hz

3.6 dBmV

36.1 dB

942

2668

11

Locked

QAM256

555000000 Hz

3.7 dBmV

36.2 dB

974

2813

12

Locked

QAM256

561000000 Hz

4.1 dBmV

36.5 dB

844

2515

13

Locked

QAM256

567000000 Hz

4.2 dBmV

36.6 dB

19059

27955

14

Locked

QAM256

573000000 Hz

4.4 dBmV

36.5 dB

2583

4235

15

Locked

QAM256

579000000 Hz

4.7 dBmV

36.5 dB

973

2889

16

Locked

QAM256

585000000 Hz

4.8 dBmV

36.7 dB

8772

31953

17

Locked

QAM256

591000000 Hz

4.9 dBmV

36.7 dB

876

2516

18

Locked

QAM256

597000000 Hz

5.1 dBmV

36.6 dB

709

2214

19

Locked

QAM256

603000000 Hz

5.0 dBmV

36.7 dB

481

1307

20

Locked

QAM256

609000000 Hz

4.8 dBmV

36.3 dB

754

2160

21

Locked

QAM256

615000000 Hz

4.7 dBmV

36.3 dB

946

2765

22

Locked

QAM256

621000000 Hz

4.6 dBmV

36.2 dB

986

2661

23

Locked

QAM256

627000000 Hz

4.5 dBmV

36.3 dB

1188

2774

24

Locked

QAM256

633000000 Hz

4.4 dBmV

36.0 dB

1240

3059

25

Locked

QAM256

639000000 Hz

4.0 dBmV

35.8 dB

1107

2979

26

Locked

QAM256

645000000 Hz

3.9 dBmV

35.7 dB

6565

27094

27

Locked

QAM256

651000000 Hz

3.9 dBmV

35.7 dB

22254

31698

28

Locked

QAM256

657000000 Hz

3.9 dBmV

35.7 dB

1041

2589

30

Locked

QAM256

669000000 Hz

4.1 dBmV

35.6 dB

1283

2782

31

Locked

QAM256

675000000 Hz

4.0 dBmV

35.6 dB

1335

2681

159

Locked

Other

690000000 Hz

5.7 dBmV

35.2 dB

146331435

0

 

 

 

Upstream Bonded Channels

 

 

 

 

 

 

Channel

Channel ID

Lock Status

US Channel Type

Frequency

Width

Power

1

5

Locked

SC-QAM Upstream

35700000 Hz

6400000 Hz

41.0 dBmV

2

6

Locked

SC-QAM Upstream

29200000 Hz

6400000 Hz

41.0 dBmV

3

7

Locked

SC-QAM Upstream

22700000 Hz

6400000 Hz

40.0 dBmV

4

8

Locked

SC-QAM Upstream

16200000 Hz

6400000 Hz

40.0 dBmV

Contributor

Re: Gigabit Service in PDX = 300-500Mbit?

Could be:

 

1) modem

2) signal reaching modem impaired between head end (equipment at Comcast headquarters that you are ultimately connected to) and your modem.  (How long a period of time for the T3 timeouts?  If a day or less you have an impairment.  Impairment could mean a shorted cable (braid wrapped around center conductor), bad connector, bad cable, water in line, noise in node, etc, etc.  

3) your computer.  Find a friend with a modern Mac laptop and run a speed test.  If test shows at least 800 down then the problem is your computer.  If your computer is running Windows, then it is common to be slow because of junk processes running in the background.

Contributor

Re: Gigabit Service in PDX = 300-500Mbit?

Lastly, if your hardline test is going through a router, eliminate that for the test. Hook computer directly to modem, power cycle modem, then test speed.  If router causing issue, factory reset it.

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Isn't my modem folks - I tried two different modems and both showed the same perf.

 

-mark

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Two modems, different brands (CM1000 and 8200), both certified for 1Gbit, and direct connect wire....both show the same #s - 300-500Gbit...usually in the 400s.  It is definitely somewhere on the path to my home, but annoyingly Comcast doesn't seem to get that. -mark

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?


@spinne1 wrote:

Could be:

 

1) modem

2) signal reaching modem impaired between head end (equipment at Comcast headquarters that you are ultimately connected to) and your modem.  (How long a period of time for the T3 timeouts?  If a day or less you have an impairment.  Impairment could mean a shorted cable (braid wrapped around center conductor), bad connector, bad cable, water in line, noise in node, etc, etc.  

3) your computer.  Find a friend with a modern Mac laptop and run a speed test.  If test shows at least 800 down then the problem is your computer.  If your computer is running Windows, then it is common to be slow because of junk processes running in the background.


1.) Impossible, I tried two certified modems.

2.) Possible...this is the likely issue - some problem between the head end and my home, but Comcast doesn't want to admit that.

3.) Impossible; I've tried several gigabit enabled computers with hard-wire direct to the modem...In addition to that, I run very high-end equipment certified for 1-10Gbit - all rack mount - and none of that would be the bottleneck - I've confirmed that the #s I see direct at the modem with direct-wire are the same as the numbers I get out of my multi-Gbit router and CISCO Level3 switches.

 

As you might imagine, I'm not a newbie.

 

-mark

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Logs from the 2nd Router - MAC and CMTS-MAC addresses removed.

I do see a number of T3 timeouts.

 

Time

Priority

Description

2019-04-06, 21:14:21

Warning (5)

REG-RSP-MP Mismatch Between Calculated Value for P1.6hi Compared to CCAP Provided Value;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Notice (6)

Honoring MDD; IP provisioning mode = IPv6

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2019-04-06, 21:12:47

Critical (3)

Resetting the cable modem due to docsDevResetNow

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2019-04-06, 20:47:28

Critical (3)

Resetting the cable modem due to docsDevResetNow

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

2019-04-06, 20:43:04

Critical (3)

Resetting the cable modem due to docsDevResetNow

Time Not Established

Critical (3)

No Ranging Response received - T3 time-out;CM-<PRIVATE MAC ADDRESS>;<CMTS-MAC ADDRESS>;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Time Not Established

Critical (3)

SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;CM-<PRIVATE MAC ADDRESS>;CMTS-MAC=00:00:00:00:00:00;CM-QOS=1.1;CM-VER=3.1;

Contributor

Re: Gigabit Service in PDX = 300-500Mbit?

You may need a better tech visit.  If you escalate enough, a supervisor gets involved and things get fixed.  Call back again.  Until a good tech comes out I would personally inspect the cable from the point it reaches your house until it reaches your modem.  What does your ground block look like?  Splitter outside?  What does each connection end look like inside?  The center part of the coax should extend about 1/8 to 1/4 inch max beyond the end of the connector, and the center white part should be flush with the metal of the connector.  Make sure no braid is wrapped around the center part which would short it out.  Check all connections including behind the wall plate in the room where the modem is.  Do you also have TV service?  If not, are there other cables attached in your house box that could be introducing noise?  If you only have internet, then only the line to your modem should be attached and yes it might need to go through a splitter in order to get to your modem in spec.  Non-used ports should be terminated. 

 

The T3 timeouts mean an impairment, very often with your line from the pole.  Go find your line from the pole and move it near your house box.  Is it stiff?  Does it crack?  If so, your drop is bad and must be replaced.  A good tech would check all that and replace what is bad.  What market are you in?

 

How do you escalate?  Ask the next tech after he is done that you would like to speak to his supervisor.  Supervisors are there in part to help resolve issues that techs by themselves struggle with.  In looking at your logs, the T3s are a concern, and the correctibles are a concern.  The correctibles should be very low if all else is good.  Correctibles equal some impairment usually.

 

Lastly, if the tech is doing his job properly he or she will go the tap (connection point for your line near the telephone pole).  Are you in a house?  Overhead or underground line?  Apartment?  If apartment, your ug line could be water damaged, or there could be severe noise from a neighbor, or the splitters could be old and corroded in the lock box, or the jumpers could be kinked, etc.,  etc.

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Update: 3rd tech came to the house. confirmed 450Mbit at the router. Called in a maintenance tech and he is working to sweep the node - they did detect a slight standing wave on the line that could be a sign of water ingresss somewhere on the node. Anyway, the good news is that Comcast has finally recognized that it is a problem on their end and are working to debug it. -mark
Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Distribution of speeds seen on my gigabit service: TEST_DATE TIME_ZONE DOWNLOAD_MEGABITS UPLOAD_MEGABITS LATENCY_MS 4/7/2019 5:05 AM GMT 453.56 40.72 9 4/7/2019 5:11 AM GMT 508.97 41.72 11 4/7/2019 5:15 AM GMT 432.23 41.44 11 4/7/2019 5:19 AM GMT 427.75 41.54 12 4/7/2019 5:56 AM GMT 475.66 41.27 11 4/7/2019 6:12 AM GMT 372.14 41.23 11 4/7/2019 5:53 PM GMT 481.9 40.52 10 4/7/2019 8:39 PM GMT 457.02 41.49 8 4/8/2019 7:20 AM GMT 370.93 37.98 11 4/8/2019 10:11 PM GMT 483.89 40.09 10 4/8/2019 11:59 PM GMT 472.04 39.53 11 4/9/2019 12:08 AM GMT 488.85 36.2 11 4/9/2019 12:28 AM GMT 475.38 30.07 11 4/9/2019 12:42 AM GMT 435.21 38.81 12 4/9/2019 2:57 AM GMT 468.47 40.86 11 4/9/2019 4:46 AM GMT 393.91 40.92 12 4/9/2019 5:40 AM GMT 486.76 39.65 12 4/9/2019 6:48 AM GMT 390.55 40.59 11
Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Updates: 1. They are still sweeping the node, but they did find a noisy amplifier. That was fixed. Unfortunately, it didn't affect my perf. 2. More senior techs came to my home and tested the line with a very expensive device that indicated that it was 985MB/s; however, 2 different routers (CM1000 and DB8200) both bring the perf. down to 400MBit. We tested the router at the stub on the street directly with the techs laptop and it showed that the router wired perf. is 400Mbit while the machine they hooked up to the line said it could do 985Mbit - that was some sort of dedicated device (blue in color, didn't get the make&model) with a large black&white touchscreen. So, there appears to be a delta between what their tester is telling them my line can support and what 2 different recommended routers - both confirmed to have the Gbit boot file - can produce. Which make me wonder - 1. is Xfinity/Comcast Gbit really Gbit for others???? 2. If so, something that the tester is not comprehending is causing the modems to reduce speed. a.) We also confirmed that channels locked at > 600Mhz indicated DOCSIS 3.1 - some worried that the modems might only be locking on DOCSIS 3.0. b.) It could in theory be a boot file problem, but Xfinity tells us that I have a 1Gbit boot file. That is it for now . -mark
Contributor

Re: Gigabit Service in PDX = 300-500Mbit?

Most techs with laptops have Dell laptops that are not capable of testing gig speeds.  They are capped way lower than that.  It would helpful to be tested with a newer Apple laptop (or a PC that is confirmed to be able to get those speeds).  The device they were testing with was most likely a dsam meter, which has a modem built in, thus on their particular modem, it was getting the right speed.  If it is still getting 400 speed on a mac laptop directly hooked to the modem, then for sure there is a Comcast problem. I've seen too many instances of PCs running windows slowing down internet to trust the speed tests with them unless the person is very savvy and knows how to eliminate the speed slowdowns on their computer.  What market are you in?

 

Possibly useful info here:

https://www.ghacks.net/2016/08/05/windows-10-limiting-internet-speed/

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

I've tested with an Apple Macbook and a Lenovo T470 - both showing 300s-400s consistently with direct-connect to the router. The Tech also had a Lenovo laptop - didn't check the model, but it likely had Gigabit. 3 Laptops all direct connected. I also have a Ruckus beam-forming POE wifi router than is directly connected to a Cisco L3 switch and Ubiquity Edgerouter and that shows consistent #s with the direct connect options. -mark
Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Market: Portland, Oregon.
Silver Problem Solver

Re: Gigabit Service in PDX = 300-500Mbit?


@spinne1 wrote:

Most techs with laptops have Dell laptops that are not capable of testing gig speeds.  They are capped way lower than that.  It would helpful to be tested with a newer Apple laptop (or a PC that is confirmed to be able to get those speeds).  The device they were testing with was most likely a dsam meter, which has a modem built in, thus on their particular modem, it was getting the right speed.  If it is still getting 400 speed on a mac laptop directly hooked to the modem, then for sure there is a Comcast problem. I've seen too many instances of PCs running windows slowing down internet to trust the speed tests with them unless the person is very savvy and knows how to eliminate the speed slowdowns on their computer.  What market are you in?

 

Possibly useful info here:

https://www.ghacks.net/2016/08/05/windows-10-limiting-internet-speed/


There is also this:

https://forums.xfinity.com/t5/Your-Home-Network/Troubleshooting-Gigabit-internet-speeds/m-p/3145413#...

I am not a Comcast Employee.
I am just a customer, volunteering my time to help other customers here in the Forums.
Was your question answered? Mark the post as best answer!
Official Employee

Re: Gigabit Service in PDX = 300-500Mbit?

Hi @pdxgigabit

 

Thank you for using the forum to inform us of your experience. I truly apologize for the inconvenience. I know first hand why this would be an issue. I'd like to take a look into your account to see if I'm able to help isolate a cause or help determine if another line tech is needed and continue to work with you until we find a resolution. Can you please send me a private message with your first and last name? To send a private message click on my name "ComcastChe", then click send a message. 

 

 


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Re: Gigabit Service in PDX = 300-500Mbit?

PM sent.  I will certainly update this thread if/when the issue is resolved.

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

I've had "Gigabit" service from Xfinity for about 10 days now and it hasn't tested above 500Mbit once.  It is currently testing at 450Mbit down, 40Mbit up.  

 

Perhaps Xfinity does not support or enable full Gigabit boto files for user-provided modems at max speed?   Modems on the approved list - like my SB8200 and CM1000s.

 

It is very disappointing that Xfinity/Comcast is advertising and charging me for a service that I am not getting.

 

I would really like to get this matter resolved ASAP.

 

-mark

Official Employee

Re: Gigabit Service in PDX = 300-500Mbit?

Hi @pdxgigabit

 

I was off yesterday but did get the chance to review your account, signals and the node. Your signals aren't too bad, but there were some Upstream signal issues that I saw that I would like to see if we can get in spec and if this fixes your speed issue. I've replied to your private message with a few more details. Let me know if you have any questions. I'll help get down to the bottom of this. 


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Re: Gigabit Service in PDX = 300-500Mbit?


@pdxgigabit wrote:

Perhaps Xfinity does not support or enable full Gigabit boto files for user-provided modems at max speed?   Modems on the approved list - like my SB8200 and CM1000s.

 

It is very disappointing that Xfinity/Comcast is advertising and charging me for a service that I am not getting.

 


Uh, no. I've routinely gotten 941/41 with my user owned ARRIS SB8200 and my current Netgear CM1150V. So have many others. 

 

 


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Re: Gigabit Service in PDX = 300-500Mbit?

Ok, I'm glad to hear that...Not sure what is happening then...

 


@darkangelic wrote:

@pdxgigabit wrote:

Perhaps Xfinity does not support or enable full Gigabit boto files for user-provided modems at max speed?   Modems on the approved list - like my SB8200 and CM1000s.

 

It is very disappointing that Xfinity/Comcast is advertising and charging me for a service that I am not getting.

 


Uh, no. I've routinely gotten 941/41 with my user owned ARRIS SB8200 and my current Netgear CM1150V. So have many others. 

 

 



@darkangelic wrote:

@pdxgigabit wrote:

Perhaps Xfinity does not support or enable full Gigabit boto files for user-provided modems at max speed?   Modems on the approved list - like my SB8200 and CM1000s.

 

It is very disappointing that Xfinity/Comcast is advertising and charging me for a service that I am not getting.

 


Uh, no. I've routinely gotten 941/41 with my user owned ARRIS SB8200 and my current Netgear CM1150V. So have many others. 

 

 


 

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

There were 2-3 days where I saw 915/40 for a little while, but now things are back to 300s and 400s.

 

I'm beginning to think the "up to" 1 Gbit here in Portland, OR means -- mostly not...usually 300, but if you are super lucky and test at 3am and everyone is sleeping and the moon is aligned a certain way, you might see more...

 

Which makes one have to question the ROI of buying/paying for 1Gbit when you almost never get it...I have speed test data now for 2 weeks straight and about 1% of the time I see over 900...

 

-mark

 

Frequent Visitor

Re: Gigabit Service in PDX = 300-500Mbit?

Wow, this is amazing...

 

I just got my bill and instead of having credits to compensate for the fact that I never get the 1Gbit service I paid for, I had a $70 charge for a service call!  

 

Comcast is charging me $70 so they can debug their broken service in Portland, OR?   You must be kidding me?

 

One thing is very clear at this point - the problem is not on my end...the problem is in the line...and I can tell you that after the node was swept, I only see 1Gbit about 1 in 100 tests...and that is in the middle of the night...I usually test out at 300-500Mbit.

 

-mark

 

Official Employee

Re: Gigabit Service in PDX = 300-500Mbit?

Hi @pdxgigabit

 

Thank you for reaching back out to inform of us your billing concerns related to the trouble call. I've just picked up your private message and will be replying shortly so I can investigate and help make things right. Chat with you soon. 


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Official Employee

Re: Gigabit Service in PDX = 300-500Mbit?

Hi @pdxgigabit

 

I haven't been able to chat with you to confirm whether or not this has been resolved. This thread will be closed. If you are still in need of assistance, feel free to open a new thread and we'd be happy to help however we can. Thanks. 


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