2 Gig / 250 Mbps service showing 1200 Mbps provisioning

@XfinityJeniece​

Thanks for following up. The original ticket itself did not resolve the issue, but another Xfinity agent later corrected it remotely.

At that time, my XB8 was showing 1200 Mbps Plan Download Speed in Xfinity Speed to Gateway and was only receiving roughly 1400 Mbps. The agent told me they had “disabled the second modem.” Immediately afterward, the same XB8 returned to the correct 2 Gig profile, and Xfinity’s own Speed to Gateway measured approximately 2347 Mbps.

My downstairs customer-owned Arris continued working normally for Xfinity Voice. During a later support call, an Xfinity representative confirmed that the Arris had already been disabled from Internet/data use while remaining active for Voice.

After the original issue was resolved, Xfinity support recommended that I briefly try an XB10. It performed worse at my location, so I returned to the XB8. During the current troubleshooting, an agent also mentioned clearing/removing the XB10 coding from the account. I’m including that recent equipment history in case it is relevant to the current device assignments.

Unfortunately, the same type of account/provisioning problem has now returned.

Current symptoms:

• My Xfinity account page is showing Speeds up to 100 Mbps
• Xfinity Speed to Gateway shows Plan Download Speed: 1200 Mbps
• Phone support says its provisioning screen shows my service as 2 Gig
• The equipment section has alternated between “owned modem” and “WiFi Gateway”
• At times, clicking the equipment section has shown contradictory information identifying my current equipment as an xFi Gateway

I also performed one controlled test by completely disconnecting the customer-owned Arris from both power and coax and restarting the XB8. The account still showed 100 Mbps and Speed to Gateway still showed the 1200 Mbps plan profile, so the problem persisted even with the XB8 as the only modem physically connected.

One detail may be particularly relevant. Xfinity’s own equipment page states that the 2 Gig service tier will be modified to the 1.2 Gig speed tier with non-certified equipment. Since Speed to Gateway is showing exactly 1200 Mbps, while the account has intermittently identified my Internet equipment as an “owned modem,” I’m wondering whether an incorrect equipment/service association or fallback profile is being applied somewhere in the backend.

When everything is working correctly, my account shows:

Plan: Speeds up to 2000
Equipment: WiFi Gateway

and this same XB8 has already demonstrated approximately 2347 Mbps directly to the gateway.

Support has now opened a new equipment realignment ticket, and I can provide that ticket number privately.

There is also a timing pattern I would appreciate having reviewed. The first occurrence began around August 31, around the same time my California LifeLine benefit was applied. This recurrence appeared around September 30 / October 1.

I am not claiming that California LifeLine caused the problem, but because both occurrences happened around those account/billing dates, could someone please compare the account history around those dates for any rate-code changes, scheduled or pending orders, effective-date changes, equipment-role changes, or LifeLine-related account activity?

My desired working configuration is:

XB8 = Internet/data gateway on my correct 2 Gig service
Customer-owned Arris = Xfinity Voice only

That configuration has already worked correctly. This same XB8 has already demonstrated the expected 2 Gig-class performance, and the previous occurrence was corrected remotely after a backend account/device change.

I am specifically asking for the backend account/device/service mapping, provisioning profile, and account/order history to be reviewed and corrected remotely. Please route this to the appropriate backend provisioning/account team and do not schedule another equipment replacement or onsite technician visit at this stage. If the backend review identifies a specific physical line or equipment problem that actually requires an onsite visit, please let me know what that finding is first.

@XfinityJeniece​ The equipment section has alternated between “owned modem” and “WiFi Gateway,” sometimes changing simply after refreshing the account page, while the plan continues to show 100 Mbps. At the same time, the Xfinity app identifies my active gateway as an XB8, and Xfinity’s own Gateway test reports a 1200 Mbps Download Plan Speed.