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911s302
1st Topic

2 Messages

Thursday, October 10th, 2024 12:37 PM

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Upgraded Speeds Not There

Hi. We just got access to the next gen speed tiers in our area. I just upgraded to what should be the 2000/300 tier. In addition to this change, I switched our customer owned modem to a Netgear CM3000, which is on the compatible equipment list for the next gen speed tiers. With a computer directly connected to the modem, the maximum download/upload speeds I am seeing are 970/70. This computer has a 5G nic and was connected to the 2.5G port on the modem with a 10G compatible ethernet cable, so it shouldn't be from any sort of hardware bottleneck beyond the modem. Even if it were, that wouldn't explain the lower than expected upload speed. Speeds have been tested several times, different times of day, no change. Any help in trying to determine why we are not seeing better speeds than this would be greatly appreciated. 

Question

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Updated 

1 month ago

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XfinityWilliam

Official Employee

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1K Messages

1 month ago

 

911s302 Thanks for bringing this to our attention. We can take a closer look as to why you are not getting those blazing fast speeds! Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" 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 it

 

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EG

Expert

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107.1K Messages

1 month ago

@911s302 @XfinityWilliam 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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911s302

2 Messages

Just to follow up on this for the forum, we had 2 issues. First, the new modem didn't provision right initially. Reprovisioning got the speeds to 1200/70, still low. On site tech appointment this morning found that we had a comcast installed power amp / splitter that is not compatible with the next gen speed signal frequencies. It was no longer needed, so removing it from the signal chain got speeds to where they need to be. We are now getting over 1900 down / 350 up through the modem. I was most worried about the upstream so we are more than happy with those speeds now.

Hope that helps someone else with similar issues. Both the representative through the direct messaging and the onsite technician were great in getting things sorted out. 

1 month ago

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EG

Expert

 • 

107.1K Messages

1 month ago

@911s302 

Thanks for posting back with the solution ! Now closing your topic. Feel free to post again on these forums about any possible future issues. Take care !

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