Slow download speeds.

Hello, I too am having trouble achieving the download speeds specified in my plan. How do I start a conversation with you? I have already spent over an hour Friday with a rep on the chat who stated that the Motorola MT7711 was EOL and was no not going to give me any more time to discuss. After they had "adjusted" things my downstream voltages have dropped into the -10 dBmV and below range. I have checked the long underground splices from the pole to the building and then to the house. These are all clean and dry. I believe there is some other issue present, and not just that modem is older, I know it's not Gbs ready, but should be able to perform more than 180 Mbs. I can upload modem connection page and Speetest results, if needed. Thanks

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XfinityFrank

Official Employee

•

2.7K Messages

8 days ago

Hello! Thanks for reaching out to us here on the Community Forum. Any time you have a question or concern, all you need to do is post a new thread in the appropriate forum, and we will be there to assist. As far as speed, an older device can play a big part in not receiving what you should be getting as End Of Life devices no longer get system and firmware updates which can cause speed to drop off. The MT7711 is indeed end of life. We want to check out your signal and see what is going on, so we can direct you appropriately.

Please send a direct message to us including your full name and complete street address.

Here's the detailed steps to direct message us:

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4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

7-Type your message in the text area near the bottom of the window.

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How to: Direct messaging within the forum

user_bf0857

Visitor

•

5 Messages

Hello, and thank you for responding. Regardless of the updates ,that may or may not be missing, this still does not explain the downstream voltages which are not near the correct range. I believe that is contributing to the lower than expected download speed, as well as the failure to sync correctly - which by my reading does have something to do with the throughput. Regardless, as the voltages are near the correct range, I want someone to check things out on site. We have a LONG run from the pole to the house and some of which is spliced after replacing a pole in the middle of the yard a decade ago. I opened the junction boxes and cleaned the splices I see to be sure they're working as well as expected. Regardless, this has made no improvement in the download speed. I will say under protest that despite the unit being older, and perhaps not being to achieve updates, this should have no effect on the throughput speeds. For example, I can still drive my 40 year old car the same speed down a new road as my new car, unless there was some modification do decertify the unit. If the unit was crippled then I believe I (customers) made aware that the unit was no longer going to function correctly, and upon installation I did not have that comment or receive any notification of such a change. The current modem is capable of 1Gbs, and the current service is only 400 Mbs. The unit should be able to handle the throughput , IMHO.

v/r

Brian

7 days ago

XfinityKassie

Official Employee

•

2.7K Messages

user_bf0857 Gotcha! It's probably worth getting someone out to take a look. I can help you get an appointment scheduled. When you get a moment, please send your name and service address so that I may take a look. I look forward to working with you today!

1-Click "Sign In" if necessary.

2-Click the "Direct Messaging" icon.

3-Click the "Start new conversation" (pencil and paper) icon.

4-In the "To:" line, type "Xfinity Support".

5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6-An "Xfinity Support" graphic will replace the "To:" line.

7-Type your message in the text area near the bottom of the window.

8-Press Enter to send it.

How to: Direct messaging within the forum

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7 days ago

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user_bf0857

Slow download speeds.

XfinityFrank

user_bf0857

XfinityKassie

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