Regular Visitor
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11 Messages
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.)
XfinityCarolyn
Official Employee
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498 Messages
4 hours ago
@bobkn1 Thanks for the detailed breakdown. I understand your concern, particularly since you were previously receiving over 2 Gbps and the Xfinity gateway test itself is now showing approximately 1 Gbps, while upload remains around 300 Mbps. Please send us a direct message with your full name and address.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary.
Click the "Direct Messaging" icon.
Click the "Start new conversation" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support."
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
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