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Xfinity Gigabit internet drops to 30mbps frequently

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Frequent Visitor

Xfinity Gigabit internet drops to 30mbps frequently

Hello, I've recently purchased an Arris SB8200 and upgraded my service to gigabit speed.

 

At times, speeds are at 940mbps but very often the connection will drop to 30mbps and stay there. Eventually the speed will rise up again after time or with a reset, but the same issue reoccurs :(. I've had technicians come out to check it out to no avail. Please help! I'll post the modem info below. Thank you!

 

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Expert

Re: Xfinity Gigabit internet drops to 30mbps frequently

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.



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Frequent Visitor
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Expert

Re: Xfinity Gigabit internet drops to 30mbps frequently

The signals stat were o/k at that moment in time. 

 

Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the router / gateway device with an ethernet cable have the same problem ?



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!
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Frequent Visitor

Re: Xfinity Gigabit internet drops to 30mbps frequently

@EG thanks for your response! Currently speed is down to 32mbps. I run a speedtest from within the router page direct to the gateway, but I'll hook something direct to it to see how it acts.

 

Here is an updated error log now that the speed has dropped:

 

https://drive.google.com/open?id=1haSY7fYR9SEVrK99CMhGM5AXw3KmjCTp

 

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Frequent Visitor

Re: Xfinity Gigabit internet drops to 30mbps frequently

Issue still continues even while using the XB6 modem/router. Countless techs have come out and some even told me the best solution is to downgrad" to 300mbps service. Funny thing is, if I "downgrade", my bill goes up.... Currently speed has been at 30mbps for weeks. All connections at my home and street are fine. It seems to be a Comcast plant/firmware issue. Any ideas on how to fix this?

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Diamond Problem Solver

Re: Xfinity Gigabit internet drops to 30mbps frequently

Keep working with the local techs, escalate it up to their supervisor.

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Frequent Visitor

Re: Xfinity Gigabit internet drops to 30mbps frequently

I did already. He was actually the one who suggested I downgrade the service unfortunately... He told me the gigabit service is hit or miss and there's nothing they can do about it. Doesn't make sense why Comcast would offer a product that isn't completely ready yet apparently. And if I downgrade to 300mbps, I get upcharged. Can anyone from Comcast give me a hand with this?

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New Poster

Re: Xfinity Gigabit internet drops to 30mbps frequently

I had the exact same issue but I solved it myself. It was just that the coaxial cable was loose. After I tightened it up the speed went back to noramal.