Customer Service

Aceq2jot · 2025-07-09T20:32:08+00:00

So I made an Official complaint to the FCC as i have not seen anything over 800 Mbps for over the last year with speed tests between 300 -800. That is using X speed test and speedtest.net using 3 different local servers hardwired and wireless. Comcrap contacted me and i sent screen shots of both wired and wireless and this was the reply to the speeds between 300 and 800. Good Morning Ken, Thanks for the clarification. From what I can see your speed results don’t seem that far out of spec. Wi-Fi speeds vary and there are many factors involved. Your hard connection also varies on the type of device you’re utilizing as well as programs that are running. I’m happy to schedule a technician to look over everything for you. How would you like to proceed? Thanks, MJ Thank You Michael J. Xfinity | Executive Customer Relations

Aceq2jot

computerman2 Yes once upon a time 1300 MBPS was normal on all of my computers including the wife’s work one and all the phones and now everything is a struggle to break 800.

computerman2

Is your Computers Ethernet Drivers up to date? is the Ethernet cables possibly going bad? Phones though shouldn’t need driver update for Network i don’t think.

If not the Ethernet drivers for the computers at least, or bad ethernet cables, then guess it could be possibly on the Xfinity Side somehow in that case.

MacLeech

Aceq2jot What does your bill show for your tier of service? What plan name? Can you post a screenshot of it?

Test-User

Aceq2jot if the tech was only seeing 1,800Mbps at the XB8, then you need to dig in your heels, with that FCC complaint. Find out the speeds the tech sees at the “Tap” and go from there. For Gigabit X2, the tech should be seeing 2,000-2,400+ Mbps down, and 350+ Mbps up, at the tap, at the Xfinity box on the side of your house, and at the coax cable that connects to your XB8, then 2,000+ Mbps down 350+ Mbps up, using a Cat6 Ethernet cable from their test equipment to port 4 of the XB8.

Aceq2jot

Test-User Sadly I am only on 1300 mbps plan as x2 is not available in my area yet.

Aceq2jot

So an Update: Yesterday a tech came out who was very good. First he showed the interference on my line coming in and went out to the poles in the alley and followed it down to the amp not even half a block away using a device with an antenna which measure signal bleed I believe or something similar and put in a ticket for the guys in the trucks with a bucket lift. He also noticed where I connect to the mail line my neighbor had cut their line and left it hanging there. He also noticed Squirrel damage on the line and made a new drop to my house and then from the box into my house is new and then replaced the XB8. He was here for over three hrs. He was great and when he left i was getting 1500Mbps on my s24+ on Wi-Fi and the same on my laptop. This morning is another matter as the speeds are back between 300-800mbps and my trace rt logs to Comcast are terrible as you can see. My bill speed is 1300mbps and on the Xfinity website it says my plan is 1200mbps so who knows.

MacLeech

Aceq2jot what do you think is terrible about your trace routes?

Aceq2jot

MacLeech they stop after hop 14 or is that the end of the line? I am not sure what is going on with it other than the tech yesterday said the past ones i had did not look good.

kmax

So what does the app say with the speed direct to your gateway?

Aceq2jot

kmax around 1600mbps. the tech was getting 1800 on his meter.

MacLeech

Aceq2jot either way,
More than enough for your speed tier.

The trace routes look fine as the end servers don’t respond to pings. Packet loss in the first couple of hops, then continuing loss through the trace would normally be indicative of signal problems, which aren’t visible in your trace routes.

Can you post a screenshot of a speed test using the app from your gateway?

There are too many variables to trust a Speedtest from something connecting by WiFi.

Aceq2jot

MacLeech It is nothing over 100mbps on my hardwired computer downstairs with Cat 7 and I skipped my 2.5gb switch and went direct from the 2.5gbps port on the XB8 the red port.

The bucket truck came out into the alley which lucky for me is all grass. He never went up in his bucket at the tire marks are there but not the out riggers, plus he was to close to the Neighbors fence to get his arse out of the truck. I di speak to him and he told me what the tech did on sat and used his number but never tested the interference the previous tech made not of and told me the problem was i had 20 devices connected to my 2.4ghz network!!!

MacLeech

Aceq2jot It is nothing over 100mbps on my hardwired computer downstairs which is running on 2.5 straight from my XB8.

That sounds like a bad ethernet cable to me limiting the connection to 100mbps (actually 94mpbs due to overhead). It just takes 1 bad wire out of the 8 in the ethernet cable to cause that problem. What is the data link rate for the ethernet connection on that hardwired computer downstairs reporting? Can you post a screenshot?

Aceq2jot He never went up in his bucket at the tire marks are there but not the out riggers, plus he was to close to the Neighbors fence to get his arse out of the truck. I di speak to him and he told me what the tech did on sat and used his number but never tested the interference the previous tech made not of

Most of the testing by the techs can be done remotely from a phone or laptop, especially for interference since the receiving equipment is at the node or hub. Also, the majority of the bucket trucks for cable techs don’t have outriggers. I think I’ve seen 1 or 2 out of the several dozen cable bucket trucks I’ve seen, including the 3 different ones I drove over the years.

Aceq2jot

MacLeech Sadly he was close enough to the fence he could not have gotten out of the truck. I will grab some shots in tomorrow

Devious

Aceq2jot It is nothing over 100mbps on my hardwired computer downstairs with Cat 7 and I skipped my 2.5gb switch and went direct from the 2.5gbps port on the XB8 the red port.

Check the link speed on that computer as, like what said, could be a bad cable.
My 2.5 adapter was showing 1 gig link speed after installing a new cat cable and it turned out to be the cable.
Should say 2.5 if that is what it is.

Aceq2jot

Devious I looked and it was a bad cable to my sons computer. The next time he brings his butt home I will have him help me run a new one.

lesmikesell

Aceq2jot I looked and it was a bad cable to my sons computer.

100Mbs is almost always the ethernet negotiated speed - or with TVs, etc. the max interface rate. 940Mbs or so is likewise hitting 1GB ethernet limits. Somewhere in between can be all a lot of devices can manage, especially with the overhead of a browser running a speed test. Unless you have some particular need to fight this battle you could just back down to paying for 800Mbs.

MacLeech

Aceq2jot I looked and it was a bad cable to my sons computer. The next time he brings his butt home I will have him help me run a new one.

Good find. Was it the uplink cable that was on the 2.5g switch previously, or the cable from the switch to the PC?

Is everything else in the home is WiFi or connected to the 1 gbps (max 940mbps due to overhead) ports on the gateway?

Aceq2jot

MacLeech it goes from the switch. to the desk top. Its his computer so I will let him invest a little time in something.

MacLeech

Aceq2jot it goes from the switch. to the desk top. Its his computer so I will let him invest a little time in something.

Yes and you said the 2.5gb port was connected to the 2.5gb switch but skipped it and connected direct….

Aceq2jot It is nothing over 100mbps on my hardwired computer downstairs with Cat 7 and I skipped my 2.5gb switch and went direct from the 2.5gbps port on the XB8 the red port.

So I’m wondering if it was the cable into the switch or the cable out of the switch that you used to test direct and found bad. It kind sounds like it was the cable from the switch to the PC…

Is there anything else hardwired that you can speed test?

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