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.

Responses

Oldest First

Selected Oldest First

EG

Expert

•

115K Messages

6 hours ago

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

0

XfinityThomasD

Official Employee

•

1.6K Messages

6 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.

1

0

Customer Service

jzsmart3

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

EG

XfinityThomasD

New to the Community?