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New Gigabit connection slow

Regular Visitor

New Gigabit connection slow

I just signed up for Gigabit Internet and purchased a brand new Motorola MB8600. I went through the activation process and connected to the Internet fine, just at about 30-50% of Gigabit speed. I have called in and tech support literally does not understand the issue. They kept saying to reboot my router even through I was connected directly though Ethernet to the modem. I was told after the 10th time rebooting my modem that it was activated and showing on my account correctly.

 

The tech was through her script and was starting over when I asked for this to be escalated. They are sending out a tech to look at the lines but I did notice that on the my account app it shows that my modem is not connected. if I go through troubleshooting it says that I am connected but the app always has a red dot and says not connected.  I read here that others have had this issue. but there was no solution posted. 

Official Employee

Re: New Gigabit connection slow

Hello @M0nk3yG0d, thanks for reaching out to our Forums! I'm sorry to hear that your Gig speeds are not closer to what they should be. I would be more than happy to double check everything on my end and follow up after your tech visit. Can you please send me a private message including the full name as it appears on the account and your full name if different? 

 

To send me a Private Message, please click my name “ComcastAmira” and click “send a message".


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Official Employee

Re: New Gigabit connection slow

@M0nk3yG0d, I did not hear back from you in our private message or on here, so I will be locking this thread. Please send me a private message if you still need assistance with this slow connection concern. Please create a new Public post for any new issues or concerns, we're here to help. Thanks and we appreciate you being the best part of Comcast. 


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