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Extreme 400 still getting blast tier speed

Contributor

Extreme 400 still getting blast tier speed

Been on the blast plan for a few years using SB6183. No trouble at that tier, 220+Mbps all day, every day. Saw Extreme 400 is available. Bought SB6190, got it provisioned, CSR says extreme400 boot file is loaded. Still at blast speed though. PC is wired to r7000 router. Same speed with modem direct to PC. Have had much communication with CSRs. Can't seem to get this working properly. Absolutely no change from blast tier speed.

Family member who lives out in the middle of nowhere is getting 400Mbps without issue. I do notice that on my device page the CSR has entered modem MAC address as serial number. Not sure that really matters though.
Connection Expert

Re: Extreme 400 still getting blast tier speed

Call in again and ask another rep to specifically *roll and re-provision* the modem. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem. And point out your last sentence from your post. Good luck !




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Contributor

Re: Extreme 400 still getting blast tier speed

No luck. Rep eventually tried to tell me I needed a new modem. Even though I just bought this one for Extreme 400 as it is a compatible device for that tier.

Cable Expert

Re: Extreme 400 still getting blast tier speed

I've asked a Comcast employee to take a look at your account.  You should expect a reply in this thread. 




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Contributor

Re: Extreme 400 still getting blast tier speed

Thank you both.
Connection Expert

Re: Extreme 400 still getting blast tier speed

Just an FYI about the reason not to use a 6190;

 

http://www.theregister.co.uk/2016/12/03/intel_puma_chipset_firmware_fix/

 

https://www.dslreports.com/forum/r31079834-ALL-SB6190-is-a-terrible-modem-Intel-Puma-6-MaxLinear-mis...




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Contributor

Re: Extreme 400 still getting blast tier speed

Yeah. I'm familiar with the reported puma 6 issues. Modem updated to V firmware on first boot. No issues in any online games. Latency is solid, no packet loss or jitter.
Official Employee

Re: Extreme 400 still getting blast tier speed

Hi JumpyBL, apologies you are still getting blast speeds.  I am showing the correct bootfile but will need to re-provision your device, this will interrupt your internet service.  Please let me know a good time of day I can do this?

 

Thank you




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Contributor

Re: Extreme 400 still getting blast tier speed

Good morning, Phil. Feel free to re-provision whenever. Thanks.
Contributor

Re: Extreme 400 still getting blast tier speed

Can someone from Comcast make this happen today? Thanks.

Official Employee

Re: Extreme 400 still getting blast tier speed

We apologize for the delay in getting back to you JumpyBL. I am following up after Phil. I have sent the re-provisioning signal down to your modem. Prior to, I noticed you do have the correct modem bootfile as set for Extreme 400: d11_m_sb6190_extreme400_c01.cm 

 

Your modem has reset. Please retest and let us know if that resolved your issue. 




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Contributor

Re: Extreme 400 still getting blast tier speed

I'll give it a go when I get home. Thanks.
Official Employee

Re: Extreme 400 still getting blast tier speed

Sounds good, we look forward to your feedback. 




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Contributor

Re: Extreme 400 still getting blast tier speed

I'm sorry to report that I'm still getting Blast tier speed. Seeing same results on Extreme 400 tier with 6190 as when I was on Blast tier with 6183.

 

One odd thing I noticed is that on my account page/manage internet, the text under the little laptop icon just says "internet". When I was on Blast it read "Blast tier".

myaccint.jpg
Official Employee

Re: Extreme 400 still getting blast tier speed

Ok, I'm sorry that didn't take care of it. I see your signal for the modem device looks acceptable. I do see a few ripples that shouldn't be showing. At this point, since everything is as it should be for the most part, I would suggest a technician visit to troubleshoot further. I can help get this scheduled for you. To get started, please send me a private message and include your full name, service address, and account number so I can access your account. 




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Contributor

Re: Extreme 400 still getting blast tier speed

I received a xfinity services and pricing guide in the mail yesterday. There's no extreme 400 tier listed. Is not getting 400Mbps simply a local Comcast network hardware issue? My brother in law lives in the same county as me and he says he gets 400Mbps but I have not seen proof of that.
IMG_20171011_074914.jpg
Contributor

Re: Extreme 400 still getting blast tier speed

Just had a call from advanced techinical support. They did the same steps as usual. No change. Can someone from Comcast contact my local office to find out if this tier is actually enabled in this area? I'm beginning to think it's a case of the website getting ahead of what's really available around here. I still have a tech coming on Friday. However, why waste a truck roll if there's nothing he can actually do?

Official Employee

Re: Extreme 400 still getting blast tier speed

Hello JumpyBL,

 

I apologize for any frustration that has been caused by the modem speeds. At times a tech visit is needed to add the correct filters or amplifiers to ensure that your modem gets a proper connection. If your tech visit does not get this issue resolved then I can push some signals to refresh your connection. Have you been able to test your speeds recently to see if the issue still persists?




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New Poster

Re: Extreme 400 still getting blast tier speed

I'm having kind of the same issue in a round about way. 

 

I was on blast 75 and DL speeds on test site was 30 to 50MB and throughput was 2 to 4 down. I got upgraded to the extreme 150 and wow, that made a difference. Test was at 120 to 140 and down was 10 to 15 MB!! Well worth the upgrade. 

 

Now all of a sudden, it has dropped to 50 down and 3 MB a sec consistantly, no matter what download site or time of day. What happened?

Official Employee

Re: Extreme 400 still getting blast tier speed

Hello Gator352,

 

I hate to hear about the connection not being stable for your location. I would like to review your account to make sure all is correct. Would you please PM your phone number and service address so I can review? Thank You




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Contributor

Re: Extreme 400 still getting blast tier speed

i jave sgin up for the Extreme 400 Tier as well  i am still getting the blast tier on my account as i have talk to 2 people yesderday abd last night the sec person told me i need a new modem the one i have not dont work with Extreme 400 Tier i was on phone with them and kept resetting the modem to get the Extreme 400 Tier go thougth no luck and when i go on my accpunt is still say blast tier for 200 not the Extreme 400 Tier they never updated the my internet plan on my account it say that plan is blast 200 tier it not updated with Extreme 400 Tier i am having same issue as well i got a tec today to see about the modem the Extreme 400 Tier sould be on my modem but my speed is at 200 blast on my modem as well it getting the Extreme 400 Tier

Connection Expert

Re: Extreme 400 still getting blast tier speed

So what is the exact make and model number of the modem ?




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Contributor

Re: Extreme 400 still getting blast tier speed

its ARRIS TG1682G

New Poster

Re: Extreme 400 still getting blast tier speed

Dan, you ever get it resoloved? if so how?

I'm having a similar issue.

Contributor

Re: Extreme 400 still getting blast tier speed

no i called like a 100 times trying get it taking care on my account it still saying blast tire 200 it not saying : Extreme 400 tire and still at 250 with modem i got right modem i pay exrta money for : Extreme  pro 400 comcast need to get tougther 

New Poster

Re: Extreme 400 still getting blast tier speed

Hey Dan, I'm sorry to hear man. I feel the same way.

I thought about purchasing a new modem to upgrade the SB6190 to see if it makes a difference, but i feel like it won't make a difference unless they can fix our problems on their end.

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