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Account Speed Issue: 2000 Mbps Next-Gen Tier Capped at 1000 Mbps Downstream
I am on the 2000 Mbps downstream / 300 Mbps upstream Next-Gen speed tier. Up until recently, I was successfully getting full speeds over 2000 Mbps.
Currently, my download speeds are hard-capped right at 1000 Mbps, while my upstream remains perfectly intact at 300 Mbps.
To isolate the issue:
- I ran the internal gateway speed test directly via the Xfinity app. The app test to the gateway itself tops out exactly at 1000 Mbps download, ruling out any local LAN, Ethernet, or device bottlenecks.
- Because the 300 Mbps upload is functioning, the account is correctly flagged for the Next-Gen mid-split infrastructure, but the downstream profile appears stuck on a standard 1G bootfile.
Phone support refuses to troubleshoot further without scheduling a technician visit. Because the bottleneck is proven to be network-side via the Xfinity App test, a physical truck roll will not solve this.
Could a specialist please pull up my account, clear any stale or duplicate hardware profiles, and force a manual reprovision/rebuild of my gateway's configuration file?
Thank you.
(Text provided by Google AI, using the facts I gave. it.)
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