S

Visitor

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3 Messages

Mon, Sep 13, 2021 5:13 PM

Upgraded plan not but not getting new speeds

Upgraded from 175/5 to 400/10 but my speeds have not changed.

Currently speed tests register 200/5

Modem: Motorola MG8702 DOCSIS 3.1 gigabit

No Router

Network adapter is a gigabit adapter.

My plan shows its been updated on my xfinity account but my download and upload speeds remain the same.

Accepted Solution

Official Employee

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417 Messages

3 m ago

Greetings, @SgtArchAngel! 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 issues with your service, but you have definitely come to the right place for assistance.

 

It sounds like your modem still needs to be reprovisioned for the new service level. This usually happens automatically, but some modems need to have it done manually.

 

If you could send our team a private 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 Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live session.

Visitor

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3 Messages

@XfinityJamesC Think I sent the message. not getting any response though (5 minutes)

Official Employee

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417 Messages

Perfect! It just came in. I will respond to you there.

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

Visitor

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3 Messages

Thank you!

Everything's working great now.

Getting 450/10

Official Employee

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417 Messages

Fantastic! Thank you for updating this post. I'm happy we were able to take care of this for you. 

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
pammarko

Regular Visitor

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11 Messages

3 m ago

XfinityJamesC, I’m having the same issue you just addressed with OP, but I’ve had my Extreme Pro Plan for a long time with sloooow upload/download speeds (per Speedtest tests) and I’m just now getting around to doing anything about it. Our internet isn’t THAT slow; we’re just not getting anywhere near the warp speed we’re paying for.  I’ve got an Xfinity Gateway, but using a separate router.  I’m wondering if eliminating the separate router and switching to using the Gateway as both modem and router would speed things up? (PS, please be kind if I have no idea what I’m talking about.) 

(edited)

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