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madafromSF
1st Topic

3 Messages

Tuesday, February 20th, 2024 4:36 AM

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Upgraded plan, no changes in speed

Hi - I upgraded my plan from the 200Mbps download/10Mbps upload tier to the 800Mbps / 20Mbps tier. 

However, it has been over 2 weeks and my speedtest is exactly the same. getting about 220Mbps / 10 Mbps 

Reading online, it seems my modem needs to be re-provisioned possibly?

I have a Motorola SB7621 modem. Can someone help me with this?

Question

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Updated 

1 year ago

237

1

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XfinitySara

Official Employee

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1.7K Messages

1 year ago

Hello, @madafromSF! Thank you for creating a new post about your speed concerns. We would definitely like to help however we can! A very basic fix can be power cycling the modem, of course (unplugging the modem from power for at least 15 seconds before plugging it back in). We recommend this step any time a repackage or speed change takes place to manually reprovision the modem and optimize your new speeds. Have you tried that already?

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madafromSF

3 Messages

Hi Sara, yes, I've already tried that a few times along with factory resetting the modem, and also resetting the router. No change in the speeds. 

1 year ago

0

XfinityKei

Official Employee

 • 

1.4K Messages

@madafromSF Thanks for letting us know you have taken those steps. I would like to take a closer look at your account and package for more help. Can you meet us in a direct message and porvide your first and last name along with your full service address so that I can assist you further?
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

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1 year ago

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