Speed does not match the plan

While I am paying for gig speed I have yet to see it on the speed test site. Yes I am using wired devices not WIFI to run the test. Also my owned modem was upgraded to the recommended by Xfinity ( Arris Surfboard S33) is showing critical error's.

02/19/2026 17:18:15

Critical

Config File Rejected due to Invalid or Unexpected TLV 11;CM-MAC=[Edit Personal Information];CMTS-MAC=[Edit: Personal Information];CM-QOS=1.1;CM-VER=3.1;

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XfinityEmilyB

Official Employee

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2.7K Messages

3 hours ago

user_fq5qel Welcome to our community forum! You've reached the perfect place to get help with your internet speeds and the critical error you're seeing in your modem's event log. Please send a direct message to Xfinity Support 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. Include your name and address in the body of the message so I can find your account and get started on a resolution.

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user_fq5qel

Speed does not match the plan

XfinityEmilyB

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