i have a Aris SB8200 and before i requested a speed upgrade i was at 935.50D 41.70U

Before i requested a speed upgrade i was at 935.50D 41.70U
After the 1gig D and 100U service upgrade i now get 651.30D and 4.04U that;s not a miss type 4.04 up...
this is a DOCSIS 3.1-capable device/router and it is rated for 1gig Down and 200+ upload

Lack of certification: The SB8200 has not been certified by providers like Xfinity for their "Next Generation" speed tiers.
Arbitrary limitation: As a result, ISPs deliberately limit the modem's upload performance to standard, slower speeds, capping it at approximately 40 Mbps. They do this to encourage upgrades to newer, approved hardware that supports the modern frequency splits.
I need someone to fix my caps to 1gig and 100mb, this is not anything other than a selling tactic, i will accept the risk !(whatever it is)

i need this corrected ASAP
Keith

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EG

Expert

•

113.9K Messages

13 days ago

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

XfinityPeterH

Official Employee

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2.3K Messages

13 days ago

user_u7bbu7 Thank you for reaching out and providing those detailed speed results, that’s very helpful.

You're absolutely right that the Arris SB8200 is a DOCSIS 3.1-capable modem, rated for up to 957 Mbps download and high upload speeds. It’s also on our approved device list for standard gigabit service. However, as you already know, it hasn’t been certified for our “Next Generation” speed tiers, which rely on newer upstream frequency splits and technologies.

We want to clarify that we do not cap or limit upload speeds to encourage hardware upgrades. Instead, as technology evolves, newer equipment is often required to take full advantage of upgraded service tiers. This is especially true for services that use extended frequency ranges or mid-split/high-split configurations, which older modems may not support.

To help customers stay current, some of our latest offers include Xfinity equipment at no extra charge, ensuring compatibility with the newest service capabilities.
We understand your frustration and appreciate your willingness to accept any risks. If you'd like, we can explore compatible modem options or check if your current setup can be optimized further. Let us know how you'd like to proceed. We're here to help.

user_u7bbu7

Visitor

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2 Messages

Does not answer the question why I dropped to 4 mb up when I was seeing 40 mb up and you could not get that back on My current platform unless I upgraded The only way to get that back was to take your equipment to get that back, and of course higher. Explain that?
I had to go with your equipment and now I am seeing 925d and 225u. But although happy with the speed unhappy how we got here and I have a perfectly good piece of equipment now shelved. I was told that I would not have to rent this for the 5 year locked in prices but I will have to determine what my next service will be, make it permanent and that would be sufficient.

6 days ago

XfinityNatalie

Official Employee

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380 Messages

Thanks for sharing your recent experience with using your own modem previously, @user_u7bbu7. We are happy to hear you are receiving better speeds with the modem swap. However, I understand it is important to be content with the equipment you were using from before too.
I see how excited you were to be using your own equipment as well until you ran into this issue.
To find out further what may have caused the connection issue you were running into with your own modem. We would have to diagnose this by troubleshooting at hand as there are multiple factors that can affect a connection issue including the amount of devices being used in the household along with placement of the modem and more. Would you like to troubleshoot this issue further with your own modem?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 days ago

Customer Service

user_u7bbu7

i have a Aris SB8200 and before i requested a speed upgrade i was at 935.50D 41.70U

EG

XfinityPeterH

user_u7bbu7

XfinityNatalie

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