Visitor
•
1 Message
Upgraded to Ultrafast but still seeing old download speeds
Hi
I upgraded online to Ultrafast plan (900MB/s download) and I got a confirmation email but I am still seeing old download speeds of <100MB/s. Here is some detailed info:
- I have a Arris Surfboard SBG7600AC2 router+wifi and it can support 1G+ of speeds.
- I have tried both wired and wireless speed tests and I get the same speeds.
- I have restarted the modem from xfinity and also manually multiple times and still get the same low speeds
- The email confirmation does not say the plan is activated, but when I login to my account it shows the new plan.
Is there anything else I can do to activate this? I can't get a live person on Xfinity
dwestness
Visitor
•
1 Message
3 years ago
I am in the same boat.
Just upgraded to Ultrafast and here is my whole story:
On 12/26/2021 I was subscribed to the 100Mbps plan. I was able to perform a Speedtest that shows 105Mbps/4.5Mbps
I then proceeded to via Xfinity's website to upgrade to the 900Mbps/20Mbps plan and Xfinity processed the activation of the new plan.
I attempted a speedtest to see if it reflected the new speed and to my surprise i now saw SLOWER speeds (74Mbps/4.5Mbps)
I realized then that my cable modem was an older DOCSIS 3.0 Modem that only supported speeds up to 100Mbps... so ok.. I'll upgrade that. (Doesn't really explain why it got slower however).
So I went to Besy Buy and purchased a new Motorola MB8611 DOCSIS 3.1 Multi-Gig internet cable modem. Brought it home.. Got everything hooked up and activated.. Back online and still seeing speeds of 74Mbps/4.5Mbps .... Three calls to Xfinity customer service ended up with no answers and a service technican appointment scheduled. The technician came out this morning and checked everything over and ultimately came to the diagnostic that there was something wrong with this brand new motorola cable modem as he could see on his end that it wasn't able to apply the proper boot file associated with this 900Mbps plan and was defaulting to some other configuration apparently. He advised me to go buy yet another modem.
So then I went to the store and this time purchased a Netgear CM-1000 Cable modem which is also Xfinity certified and supports 1Gbps speed... Now I have that installed and activated and still seeing speeds of 74Mbps/4.5Mbps consistantly.
I have removed my router/wifi from the configuration completely and have connected my computer directly to the modem. It negotiations a 1Gbps link speed and still only is able to acheive a 74Mbps/4.5Mbps speed test everytime.
It's baffling in many ways as now only am I not receiving anywhere close to 900Mbps/20Mbps .. but i'm also no longer even getting the same download speeds i was getting prior to all these "upgrades"... I am worse off than when i started.
I now have yet another appointment for a tech to come out again tomorrow to look at what's going on again.. but i'm starting to feel like it's a bit hopeless at this time.
(edited)
1
0
XfinityAlyssaA
Official Employee
•
1.8K Messages
3 years ago
Good morning @krk_ca and thank you for reaching out to our Digital Care Team on our forums. We'd be happy to look into your upgrade issues and help get your speed up to the new subscribed speed. To get started, please send us a direct chat message with your full name and service address to Xfinity Support. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Peer to peer chat" 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