Visitor
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Arris S33 Download and Upload issues after Xfinity "upgraded" me to a newer 2.2 Gbps plan. Not hitting 2.2 Gbps speeds after plan upgrade
A few days ago, I had an Xfinity plan with speed boost that I was consistently pulling download speeds of 1.63 Gbps at the modem. My gateway and other nodes are Eero Pro 7 and the speeds were very good. I was offered this new plan and a 5 year price lock so the deal sounded too good to pass up. WRONG ! So immediately after I signed the documents, they made the switch to the account and my modem Arris S33 rebooted. Once this happened, my new "high speed" is only at 1.5 Gbps. I have worked with the online technician to factory reset my Arris S33 and reprovision the modem so it pulls down the new config from Xfinity. This has not helped. We have done this twice now. To make matters more frustrating, my upload speeds have not improved one bit - stuck at ~42. I was at least hoping to hit 100 !
So now I have started doing my own deep dives to try to diagnose. Could this be an OFDM modulation issue? Because I'm only seeing 1.5 Gbps consistently - actually lower than the 1.63 Gbps I was getting before the upgrade, I dug into the modem logs. I strongly feel I can rule out the hardware side on my end. ARRIS S33 signal levels are clean. The power and SNR are solid across all 25 bonded SC-QAM channels, zero uncorrectables. Did a full power cycle after reprovisioning. Looking at my downstream config, I have one OFDM channel (193 at 900 MHz) running QAM256. My understanding is that for a 2.2 Gbps plan, that channel should be at QAM1024 or QAM2048 b/c the SC-QAM channels max out around 1.2-1.4 Gbps combined, so anything above that has to come from OFDM. QAM256 on a single OFDM channel isn't going to get me there regardless of what the plan says.
Two possibilities I can think of:
- Provisioning profile wasn't updated correctly to match the 2.2 Gbps tier
- Plant in my area can't support higher-order OFDM modulation and 1.5 Gbps is the real-world ceiling (doubtful as I was seeing the 1.6 Gbps before the "upgrade"
Has anyone else run into this after a tier upgrade? And has anyone had luck getting Xfinity to push a corrected provisioning config without having to factory reset the modem again?
The practical paths seem like - (1) get Xfinity Tier‑2 to check/push the correct provisioning profile (QAM1024/2048 or add a second OFDM
XfinitySeth
Official Employee
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1.3K Messages
2 hours ago
Hey there Fatboy1904 👋 Thanks for stopping by our community to detail your concerns, and we're here to help! I'm glad to hear you upgraded to a new plan with enhanced speeds, so above all we want to make sure those speeds are coming through as strongly as possible 👍 You're definitely correct in that the issue may have something to do with the provisioning of the modem after the service was updated, so if you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, I'd be happy to check on this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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