Visitor
•
6 Messages
Extreme Pro 1000mbs Tier.....Boot File in Modem is 400....provisioning issue?
For a year now we have been on the Extreme Pro 800 plan, (switched from the old 100mbs Plan) I have went through 3 Motorola SB8611's and Now Finally settled on a Nighthawk CM2000 after every Motorola modem failed or had issues. We are up to 4 tech visits now with, a new splitter and bad connectors replaced, a new cable drop from the pole , a new underground cable dug and hooked up and still can not get more the a Maximum of 388Mbs download for a 1000Mbs tier. The tech we had today showed and stated we are on a 400 Boot File in our Modem, not sure what that actually meant. He explained to call or contact a Tech Rep to have our account verified we are on the 1gbs plan and we are. Currently while typing this up I am in chat with a Xfinity assistant which is not going to well I might add. Rep named Vanessa is now telling me that since I have a 3rd party modem that it may not be compatible for the higher speeds , and they need to send me a Modem by Xfinity or I would have to purchase a NEWER Updated Modem...it's definitely new and on the approved LIST for my tier and can supply a 2.5Gbs connection. We are on the verge of coming unglued that when told to explain to the Online service reps the issue that a Comeback reply is our equipment every time when clearly the proper boot file has not been pushed to the modem and is capping up at the 400 tier.
PLEASE Someone Help get this corrected. We feel we are being taken on the runaround every time we have to explain the problem, not to mention robbed paying for a service but not getting what we are paying for cause we chose to purchase our own equipment.
user_2d2043
Visitor
•
6 Messages
2 years ago
Just to add Clarification, the Northeast Division rollout of the NEW speed plans was posted in Oct 17th 2022 by press release of Xfinity. The 800Mbs Tier plans went to 900 and starting Oct17th were being bumped again to 1000Mbs.
1
0
justsam
Contributor
•
79 Messages
2 years ago
Seems like Xfinity has spent a lot of money on truck roll outs, only to now determine it is a back office issue? Is there no way the tech could demonstrate on his computer that your drop is capable of 1000Mbs if it indeed is capable? Neither customer care or any of the techs can make the back office call to see if you are provisioned correctly? If falls back to the customer to bird dog their provisioning problem?
For what it is worth, not too long ago I received an email from Xfinity that my modem was not capable of supporting 1000Mbs. I just ignored them since I knew it supported higher speed rates than the one they rent. Seemed like just a scam to get me to rent a modem from them. It was not long after that I received another email, telling me to disregard the first one as "it was sent in error". Bottom line is they can have you chasing your own tail or buying/renting from them things you do not need.
I expect that one day, you will suddenly have the speed you pay for, and you will never be advised of the nature of the problem.
0