CM2000 and Xfinity 2Gbps Service

I should restate that the CM2000 is on the Xfinity list but it is not "recommended". I do not know the difference between simply being on the list and being on the list AND "recommended".

In any event, in an attempt to get the higher speeds I purchased a "recommended" modem from the list, an Arris S33. The Arris S33 was also unable to function. After more tech support calls and Xfinity attempting to provide 2 Gbps service for over 4 hours, I finally got a call back from one of the support agents. It turns out, despite my being allowed to upgrade the service to 2 Gbps and at least two Xfinity agents being allowed to upgrade the service to 2 Gpbs, the 2Gbps service is not available in my area. 

So, Xfinity markets the service as available in my area using its own gateways, then allows me to upgrade online using my own modem (of which the CM2000 has been working on the Xfinity network for many months and is spec'd for DOCSIS 3.1), allows its customer support agents to attempt to upgrade me - all with no warning of any kind. If I wasn't so averse to paying Xfinity $15 a month to rent their gateway, I'm tempted to get an Xfinity gateway to see if it works. I'm not sure if I'd laugh or cry.

I have reverted from the Arris S33 back to the Netgear CM2000 and am reliably getting my previous Gigabit Extra service. At this point I have no confidence that I do or do not have availability of 2 Gbps service but I am confident that Xfinity isn't providing it. Unfortunately the best AT&T can do for my location is 50 Mbps so they aren't really an alternative. HOWEVER, their website is very clear about what speeds they do offer. Xfinity could do the same.

@user_oj1t1k Thank you for your response. Please send us a Direct Message with your full name and address so that we can investigate this further for you. Normally, if a speed tier is available to be added to an account the area has been designated to receive that particular speed, that also means that the infrastructure in the area should have been updated, or the speed would not be available for us to offer. Please send us a DM so that we can look into this for you. Here are instructions on how to send us a DM in case you need them:

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I had that issue also, so I changed to xfinity modem, but testing speed from app, xfinity modem was only working with 1gb speed.

Cable from pole to house changed and now I get 2gb speed.

I know 2gb speed is working correctly now, I'm going to call and try to change to my CM2000 modem to test to see if this works.

I was told that I should able to change to my modem accCable. To the person who came and change cable.

Will update once if this work.