Hey folks,
I've reached out on a couple forums with no luck, so hoping someone around here might have some advice.
I'm a new Comcast/Xfinity internet user as of Sunday.
My equipment (self install & bought my own):
- Motorola/Arris SURFboard SB6121
(Firmware: SB_KOMODO-1.0.6.14-SCM01-NOSH)
(Hardware version: 5.0)
- TP-Link 300Mbps Wireless N Router (not in the equation as I try to sort this all out)
The situation:
On Sunday I called and had my modem provisioned and got online. I'm on the "Performance" plan at 50Mbps, so when I started doing some speed tests I noticed that I'm not anywhere close to 50Mbps, I'm hitting a max of 18Mbps, wired and wifi.
So yesterday I called tech support, where they re-provisioned the modem and had me bypass a coax splitter. After doing all that, I'm still hitting a cap around 18Mbps. Literally it seems like there's a cap at 18; speedtest.net will sometimes hit 18.01/.02 but not a hair higher. Anyway, I spoke with "tier 2" tech support and he double-checked that I am in the service range that should definitely be providing the 50Mbps, it just isn't. He said, of course, it could be my equipment, but I'm sure if I call Arris/Motorola they're going to tell me it's the ISP...around and around. That's why I'm hoping someone has had a similar problem and can offer some advice.
I don't know much about the firmware and whatnot on these kinds of things, but it seems like of the Motorola modem is advertised at up to 172Mbps, that shouldn't be the problem. The tech guy said 'since it's not our equipment there's nothing else I can do.'
Currently plugged straight from modem into the gigabit LAN port on my pc. Similar results when plugged into humdrum asus laptop.
The modem itself has been re-provisioned at least once now and restarted multiple times to no avail.
Thanks for any help!
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