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Recently upgraded to Extreme Pro 400 from Blast Tier 200

New Poster

Recently upgraded to Extreme Pro 400 from Blast Tier 200

Hi,

 

I've recently upgraded from Blast Tier 200Mbps to Extreme Pro 400Mbps. However, my account homepage under services still shows Blast Tier services. (services upgraded on 11/9)

 

My TV services were udpated, but i don't understand why my Internet sevices were not. Does this mean I'm not getting my upgraded speed?

 

I've called comcast, and they said on their end I'm getting the Extreme 400. I just don't get why my account services wouldn't reflect that. I would hate to be paying for an upgrade that I am not receiving. 

 

Thanks

New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Can someone move this thread to 

 

 

 

Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

What speeds are you actually getting ? Test here;

 

http://speedtest.xfinity.com/




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New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

hi EG,

I'm getting 215.10 Mbps down and 11.89 Mbps upload while connected via eternet to asus AC RT AC-66R.

My modem is an ARRIS SB6190.

-E

Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

O/k has the 6190 modem been powercycled ? Still no joy, call 1-800-comcast and ask a rep to *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.




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New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

I've called and the CSR restarted the modem from their end.

I think the issue might be because somewhere my account hasn't been updated.

When i log in it still shows blast. None of the CSRs seem to understand this.

 

 

 

comcast.JPG
Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Exactly. Try again and see if you can get a rep that knows what they are doing (ask them exact questions that I stated) or tells you that is not really available in your area. Good luck !



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New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Just spoke with my 6th CSR in 2 days. No one seems to understand why its still showing Blast in my account overview. She said to wait until Dec 13 when the next bill cycle occurs to see if it updates. Which I don't get why that's necessary if my tv services in my account overview has been updated.

 

My last rep also mentioned that the SB6190 caps out at 250Mbps. Is this possible? It says on mydevice.comcast that it can handle upwards of 600+Mbps.

 

I'm just thinking of going back to blast and avoiding this issue overall... 

 

Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

What else can I say. I'm not a Comcast employee.



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New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

You've been awesome! 

Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Thank you. Again, good luck ! ☺



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New Poster

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Any chance a Comcast employee can chime in?

Official Employee

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Hi Echen45, apologies you aren't getting the right speeds after upgrade and I can assist troubleshooting this further. Could you please send me a private message with your account information to verify your account (name on account, address and account number).

 

Thank you




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Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200

Would love to see a solution here in public. Following.



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Silver Problem Solver

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200


EG wrote:
Would love to see a solution here in public. Following.

I'd agree, while it's good that Comcast employees frequent the forum more these days, all too often threads disappear down the private message hole.

I would have thought that a solution (or what action followed), should always be displayed on an open public forum. So that other users can benefit. Smiley Happy

Connection Expert

Re: Recently upgraded to Extreme Pro 400 from Blast Tier 200


Paraniod wrote:

EG wrote:
Would love to see a solution here in public. Following.

I'd agree, while it's good that Comcast employees frequent the forum more these days, all too often threads disappear down the private message hole.

I would have thought that a solution (or what action followed), should always be displayed on an open public forum. So that other users can benefit. Smiley Happy


I couldn't agree more !! 




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