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dpgus
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Wednesday, April 9th, 2025 8:00 PM

Arris Surfboard SBG8300 and Xfinity 600MBPS plan

I purchased this Modem/Router Combo to run the Xfinity 800MBPS internet plan which it has done so flawlessly for a year. I decided that I did not need that much bandwidth and being a senior attempted to downgrade to the Xfinity 600MBPS plan to save a bit, but it said my modem was not compatible due to "Filters".  

My question is, why will it NOT work on the 600MBPS plan but has run flawlessly on the 800MBPS plan. I could understand if I was trying to move up to the Gig plan which I know it doesn't support. But it should run on anything lower than the Surfboards SBG8300 rated 940-950MBPS.

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8 days ago

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EG

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110K Messages

15 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

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XfinityWilliam

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1.2K Messages

15 days ago

 

dpgus Thanks for this question and reaching out via the community forum. Were you trying to downgrade yourself, or did you reach out to an agent?

 

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dpgus

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William,

I had tried to downgrade it myself but was unable to and was given to an agent. I had asked him the same question and he advised, that my current modem is no longer supported in this tier because of its "filters" and therefor I would have to buy another modem approved by Xfinity or rent the modem best for my plan.

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15 days ago

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XfinityJon

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Good morning dpgus I can see where this would be troubling, but I would be more than happy to look into this for you. In order for me to better assist you I would need more 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.

 

To send a "Direct Message" to Xfinity Support:

 

  • Click "Sign In" if necessary

  • Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging

  • Click the "New message" (pencil and paper) icon
    The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

  • As you are typing a drop-down list appears. Select "Xfinity Support" from that list

  • An "Xfinity Support" graphic replaces the "To:" line

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

 

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.
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15 days ago

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XfinitySara

Official Employee

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1.7K Messages

8 days ago

@dpgus - Thank you again for giving our Digital Care Team the chance to look into this further! I'm so glad that we were able to successfully repackage you to the plan you were interested in while keeping your existing modem as it is, confirming that it works well with the lower speeds. We apologize for any confusion that messaging caused, and we remain here if any other questions or concerns arise. Simply create a new post whenever you need to, and you'll receive some of the best help around, between our wonderful community and fantastic team on social media :) For now, take care!

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dpgus

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@XfinitySara​ 

The issue has been resolved by Sara who was fantastic to work with.

Again thank you so much.

David G

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8 days ago

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