Internet speeds much lower - Xfinity tech claims it's my modem

My speed tier should get me up to 2 Gbps, however about 6 months ago my speeds have dropped, I barely get 500 Mbps now. I use a router but even direct hardwire from my desktop computer to the modem doesn't get any better speeds.

I've replaced my modem with one on the Xfinity approved modem list - Motorola MB8611 DOCSIS 3.1 Multi-Gig.

That didn't help.

I replaced my router with an TP-Link AX3000 (Archer AX55 Pro). Didn't help.

Finally I had Xfinity send out a tech yesterday. He checked the outside box, all good. Connected his tester to the cable that connects to my modem and he got 2Gbps speeds. So he said it's not an Xfinity issue but my modem.

So, low speed on my old modem and new modem??

I'm wondering, could it be possible that the wrong provisioning is on my modem?

I'm hoping to get an answer here because calling Xfinity support is horrible.

Thank you.

Responses

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XfinityAngie

Official Employee

•

2.1K Messages

5 months ago

Locutus_65, Thanks so much for reaching out to Xfinity Support. I would like to take a closer look at your account and run through a few troubleshooting steps to see if we can pinpoint the issue.

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

Locutus_65

Visitor

•

6 Messages

5 months ago

I have done extensive troubleshooting since my original post. I have had a comcast tech out who briefly checked the lines and said it's my modem that is causing the issues.
Since that time I have been in contact with a corporate representative who was trying to help, but I haven't been able to contact her for over a week. I've left multiple voicemail with no return calls.
I've replaced my original Motorola modem with a Netgear Nighthawk CM3000-1AZNAS.
I've also replaced my cables with new CAT6.
My upload speed increased but not download.
It turns out there are a lot of instances of uncorrectable codewords in my modem logs, which indicates an issue with cable/connector issues downstream from my modem.
I do have 1 splitter at my modem but I removed that and it didn't make any speed difference. It changed the uncorrectable codewords but not much.

I have documents and images of the uncorrectable codewords but can't see any way to attach.

user_cuw4oo

Visitor

•

1 Message

2 months ago

I have the exact same issue, an Xfinity keeps telling me that my equipment is the problem. However, before I changed plans (from 1 Gbps to 2 Gbps), I was getting appropriate download and upload speeds. Now, only getting 600 Mbps down and 5 Mbps up - the only change was a change in my internet service plan. Still no resolution from Xfinity...

XfinityEva

Official Employee

•

2.1K Messages

We would love to offer additional support for your connectivity issues. Please send us a direct message with your full name and service address to get started.

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send

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2 months ago

Locutus_65

Visitor

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6 Messages

@user_cuw4oo

Interesting now that you mention the plan change that's also when mine started it just happened to coincide with the last hurricane.

And I'm still fighting with this issue.

3 weeks ago it did get a bit better magically. My speeds went from the 600 Mbps download range to just over 800 Mbps.

But still far shy of what I'm paying for.

It also affects my TV, getting occasional pixelation, or the system will just stop responding completely while in the guide.

Xfinity has forced me to have 5 techs come out. The 4th tech was extremely through. He even ran brand new cable from the tap to my modem which 100% eliminated any possibility of a cabling issue.
He said he would put in an order to have the node checked. Turns out he never did that.
I was to have a tech here this morning 08/30 between 8am and 9am CST.
I get up early so I'll be ready.

I started getting texts at 7:10am today saying the tech was on the way.
7:55 - tech will be arriving soon.
8:00 - tech is onsite.
I went out to greet him, no tech here.
So I wait, and wait.
8:14 - message we're sorry we missed you, your appointment is now canceled.

The tech NEVER ARRIVED.
Prev. techs have always called when they get here.

I am so beyond [Edited: Language] at this farce.

(edited)

2 months ago

Your Home Network

Locutus_65

Internet speeds much lower - Xfinity tech claims it's my modem

XfinityAngie

Locutus_65

user_cuw4oo

XfinityEva

Locutus_65

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