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user_2108
1st Topic

5 Messages

Friday, July 12th, 2024 1:03 AM

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Speed upgraded to 1.2gb. Upgraded to S33 and got no change

I got an email that states I got updated to 1200/35 internet so I followed the link and looked at my service.  It says this is what I have on my account.  When I went to the support site, it said my old CM1100 wouldn't support this speed.  So I upgraded to the Arris S33 that it listed on the website as being supported for my speed tier.  However after many reboots of both my router and my modem, the max I can get download is 500-595.  Upload is roughly 24, so out of 35, I consider this fairly good.  I've seen many posts where people are using the S33 with 1.2 and getting 900 to over 1300, so I believe its compatible (although I've seen posts they don't support the faster upload speeds which I don't have).  I've heard that this may be related to "provisioning", to the signal quality and/or level at my house, or software.  

My connection is coming in my house and running straight to my modem with no splitters or tees.  There is one junction.  Looking at my S33 signals, I see this:

 

What this may be, I don't know yet.  I'm hoping someone may shed some light on what I can do.  

Question

 • 

Updated 

8 months ago

175

2

0

XfinityGabby

Official Employee

 • 

1.5K Messages

10 months ago

Hello, @user_2108. We appreciate you reaching our team on Forums regarding the speed increase. Are you checking for the list of compatible devices here?

3

0

user_2108

5 Messages

Yes.  That page is similar to the original page I saw after the upgrade email.  The only difference is that the previous page listed a CM2050 as well, but not the G36.

When looking at the all compatible modems page at the bottom, the S33 is listed as recommended, with a max speed of 2.33.  I understand I may not get the higher upload speeds, but I don't have that on my account anyway.

10 months ago

0

XfinityGabby

Official Employee

 • 

1.5K Messages

Got it, @user_2108. Let's take a deep dive into the account and see what's going on, to get started please send a DM with your full name and address to further assist.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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
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

10 months ago

0

user_2108

5 Messages

Sent private message

10 months ago

0

user_rxp188

2 Messages

8 months ago

Did you get this resolved?

3

0

user_2108

5 Messages

No I did not.  I spent about 3 hours on the help chat and this did not get corrected.  

8 months ago

0

user_5mrdy4

1 Message

Just spent hours on the phone with tech support for the same reason. Tech “provisioned” the S33 multiple time resulting in zero change. Plan speed is 2000/300 but getting 700/5. It seems like they are intentionally making it difficult to properly register a 3rd party modem to get us to subscribe to their equipment.

8 months ago

0

XfinityJamesC

Official Employee

 • 

2.1K Messages

Greetings, @user_5mrdy4! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having similar provisioning issues with your S33, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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

8 months ago

0

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