Visitor
•
1 Message
Switched modem speed capped 100mbps - Need Tier 2 Provisioning Correction
I switched cable modems from one that was capped at 600mbps to a another one (ARRIS S33) from another home I lived in that allows me use the speeds on my new 1.2gbps plan. After installing the new S33 and adding and activating through the Xfinity app, my internet speed is capped at 100mbps, so it seems it is pulling the wrong bootfile. The installed S33 modem was used on a different Xfinity account previously so that is probably what is causing the wrong bootfile to be loaded on it. So can you please Send a new provisioning bootfile for the 1.2Gbps tier, the new S33 MAC is [Edited: "Personal Information"]
EG
Expert
•
117.6K Messages
5 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
0
0
XfinityKam
Official Employee
•
172 Messages
5 hours ago
@rdoub Hello! Thanks for reaching out to us here on forums, We can look into your modems bootfile
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are 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
0
0
XfinityEva
Official Employee
•
2.4K Messages
13 minutes ago
Thanks again @rdoub for working with our team today!
We appreciate your time and here are a few things that we tried to help resolve the speed concerns.
We sent a reprovisioning to the new modem. Bootfile was correct but issue still present.
The modem is connected to a Lynksis Mesh router system.
Checked cables/Ethernet
Not using a VPN.
We recommended bypassing the router to test it out.
After the provisioning you tried the following in this order:
-Disconnected modem and router
-Then only connecting the modem
-Once connected, then connected router again
And you were able to get the new speeds after that.
Thank you again for your time and if there is anything that I missed or you would like to add please, do!
0
0