5 Messages
New Modem Install - Provisioning
Hello - I just installed a new Motorola B12 modem. The Xfinity system got it working, but it doesn’t appear to be provisioned correctly for the speeds my account is set for.
I am on the X2 plan, but after the modem swap I am only getting 700/5 mbps. I also received a email saying my “order was updated” which has never happened before. (And shouldn’t have happened, nothing on my plan changed.) Seems like a provisioning problem and Xfinity needs to send the correct info to the modem. Can I get someone to look into this?
Thanks!
XfinityRaul
Official Employee
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2.6K Messages
3 months ago
@porkapatamus You're definitely in the right place to get the correct provisioning signal sent to your new modem. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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porkapatamus
5 Messages
3 months ago
Follow up if it helps anyone else in the future - I was on one of the newer “next gen” Internet plans. Apparently the new Motorola B12 modem does NOT support the next gen speeds, so when I installed the modem my whole account was automatically downgraded to a lower speed tier.
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