Gigabit X2 and speed test

I was sold the Gigabit x2 plan from the Gigabit Plus. X2 is supposed to be up to 2000mbps from the 1200 with plus. Why does the troubleshooting speed check in the xfinity app still say my plan is 1200mbps and I am getting no better download speeds than with Plus? Also, once this was done, streaming on TVs is now glitchy and loses quality (YouTubeTV as an example).

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XfinityAngie

Official Employee

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1.6K Messages

9 days ago

MarathonRun, Thank you for reaching out to Xfinity Support with your question. The Gig Plus would be 1.2 Gbps and the Gigabit x 2 should be 2 Gbps. If you are not getting the faster download speed it could have to do with your modem. Do you have your own modem or do you rent one from us?

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MarathonRun

New Poster

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7 Messages

Rent from you. They just upgraded my modem/gateway. Note that when they changed me to x2, my tv streaming is horrible now. Loss of HD, stops and starts, etc. that started when they moved me to x2. I almost want to have them revert me back to the plan I was on previously

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8 days ago

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XfinityJeniece

Official Employee

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2.7K Messages

MarathonRun Thanks for confirming! We would be happy to take a look at your connection on our end to ensure you are getting the right speeds.

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
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.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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8 days ago

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MarathonRun

New Poster

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7 Messages

Actually it may be fixed now. I chatted with a live agent and they pushed signals and it seemed to fix it. I think the original agent didn’t get something pushed to the modem correctly

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8 days ago

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XfinityTony

Official Employee

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1.3K Messages

That is great to hear, @MarathonRun. Is the troubleshooter showing 2000 Mbps now too?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

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7 days ago

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MarathonRun

New Poster

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7 Messages

Yes it did when I tried it after all of this. So seems to have corrected that too

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7 days ago

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Customer Service

MarathonRun

Gigabit X2 and speed test

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