XB8 Not provisioned correctly for 2Gig speed

Hello, I have been paying for 2Gig but not seeing more than typical 1Gig speed from my XB8. I don't think the boot file is provisioned correctly. The phone support has no idea what I'm asking. How can I get the speed i am paying for? I have called customer service but they are not informed on the subject matter and thought I should update my Username and Password for the router.

Responses

XfinityJon

Official Employee

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234 Messages

1 day ago

Good afternoon user_n4nciq. I certainly understand the concern if you are subscribed to a specific speed and are seeing less when running a speed test. I would be happy to look into this more. I do have a couple additional questions to help me assist better. When you are running the speed test is this with device that is connected to the modem directly, or is it wireless? Have you made changes to your speed recently to the 2 Gig? What troubleshooting steps have you taken so far?

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user_n4nciq

Visitor

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6 Messages

1 day ago

Hello! So surprised to get a reply already! The testing device is connected directly to a laptop with 2.5G ethernet port.

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user_n4nciq

Visitor

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6 Messages

My suspicion is the router isn't provisioned for the speed tier and would just need to have the boot file updated. I tried to explain this to CS but I just don't think its a common trouble point and to be fair she gave me an hour of her time to get an answer but she really didn't understand what I was asking her to look into.

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1 day ago

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XfinityJon

Official Employee

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234 Messages

I can definitely look into this further and check the bootfile, and if it is not provisioned I can certainly provision the device for you as well. I will just need some additional information from you.

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 forums page.

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Type your message in the text area near the bottom of the window and press Enter to send it.

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1 day ago

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user_n4nciq

Visitor

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6 Messages

1 day ago

Ah all you questions have not really been answered! Sorry for that.

1. When running the speed test I have a laptop with a 2.5GBbps nic connected to the bottom right port on the XB8 via ethernet cable.

2. I have not made any changes to the speed tier I am subscribed to. It has been 2Gig for close to a year now.

3. Trouble shooting has involved calling Xfinity support and my own trouble shooting which included taking the XB8 in and out of Bridge mode to test the XB8 bottom right port directly with said laptop.

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user_n4nciq

Visitor

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6 Messages

1 day ago

I have started a direct chat as requested.

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user_n4nciq

Visitor

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6 Messages

1 day ago

I don't know if anything was done yet, nobody replied to my direct message but my XB8 modem suddenly started flashing yellow and I have no internet connection now. Thankfully I have been using my cell phone to message!

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user_n4nciq

XB8 Not provisioned correctly for 2Gig speed

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