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jzsmart3
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Saturday, December 27th, 2025 10:23 AM

Customer-owned DOCSIS 3.1 modem capped at 200 Mbps on a 1 Gig plan

Today I activated a customer-owned DOCSIS 3.1 modem, the Hitron CODA56, which is specifically recommended on Xfinity Device Info page for my service. The modem is online, but I’m capped at ~200 Mbps download. I’m on a 1 Gig plan.


Chat and IVR, which are not helpful, will NOT allow Agent. I need the modem reprovisioned and the correct bootfile pushed, as my new CODA56 has been provisioned to wrong 200 Mbps bootfile on 1G plan despite activation and repeated resets. Thanks.

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4 hours ago

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EG

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115K Messages

5 hours ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityThomasD

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5 hours ago

 

jzsmart3 Thanks for creating a post. Have you also tried to run the internet troubleshooting diagnostics through the Xfinity app? I ask since it will automatically check and provision the equipment as well. Our team is of course here to help if needed as well. If you still need assistance, please send our team a direct message with your full name and address.

To send a Direct Message:

 

Ensure you are logged in

  • Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
  • Click the "New message" (pencil and paper) icon
  • The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
    • As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
    • An "Xfinity Support" graphic replaces the "To:" line.
  • Type your message in the text area near the bottom of the window
  • Press Enter to send it.

 

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jzsmart3

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Thank you for responding.  On the Android Xfinity app, under Services, Modem is listed as Online and Banner says "Download speeds up to 1 Gbps."  Under Troubleshoot, it currently shows Download speed of 481 -- should of course be something approaching 1G. This is similar to other tests on my Network.
Other option on Troubleshooting is just to Dump me out to Xfinity Chat Bot. I've already wasted a few hours on that, to no avail. The best understanding of the current situation appears to be from ChatCPT and Proplexity -- both indicate that this situation is Comcast faulty provisioning of the new "recommended" DOCSIS 3.1 modem, and that a HUMAN employee at Comcast must reprovision my new DOCSIS 3.1 modem and push the correct bootfile, so that I can get the promised 1G Download speed. 

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