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user_8671c1
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Saturday, August 8th, 2026 12:34 AM

Provision Modem for Upgraded Speed Plan

In mid-July I upgraded my internet speed plan from the 300 Mbps to the 1.2 Gbps plan. Unfortunately I still seem to be capped at approx 350 Mbps down and 4 Mbps up. I have rebooted, power-cycled and even reset to factory defaults my MB8611 modem but no change. Of course I power-cycled my router each time as well. Please help me get the download and upload speeds I am now paying for.

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3 hours ago

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3 days 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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XfinityOrlandoM

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3 days ago

@user_8671c1

Thanks for reaching out. I’m sorry for the inconvenience with your speed results not showing.

 

When running a speed test, are you testing directly through your Motorola modem using a hardwired Ethernet connection, or are you testing over Wi-Fi through your separate router?

(edited)

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user_8671c1

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I have tested multiple times over the last 3 weeks at different times of day. I am connected via a hardwired ethernet connection using a current Dell XPS desktop. It appears Xfinity recognizes my modem and plan correctly. My test results vary but have never come close to the expected 1.2 G down or max of 35 G up.

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3 days ago

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XfinityOrlandoM

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@user_8671c1

Thank you for the update. Please confirm whether you’re testing directly through your Motorola modem or through a separate Wi-Fi router.

 

(edited)

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 as Best Answer.tick

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3 days ago

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user_8671c1

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Current test using speedtest.net

(edited)

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3 days ago

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user_8671c1

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I am using a Netgear RAXE300 router (always been very reluctant to connect to the internet thru a modem alone).

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3 days ago

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XfinityOrlandoM

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@user_8671c1

 

Thanks for clarifying. You need to bypass your Netgear router and plug the Ethernet cord from your computer or laptop directly into your Motorola modem, and then run the speed test as that would give you the most accurate speed test reading

(edited)

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 as Best Answer.tick

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Reply

3 days ago

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