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Monday, February 5th, 2024 12:35 AM

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Hitron Coda 56 modem does not result in improved upload speeds

After an email from Xfinity urging me to upgrade my cable modem to get 5-10X faster upload speeds, I purchased one of the recommended  modems on the list, a Hitron Coda 56 modem, and saw no improvement from the 400 download/ 10 upload speeds I was getting with my Motorola MB 8611 modem.   Worse, I spent several hours on chat and even some on xfinity voice and the last agent said that email was a fake.   I eventually found out through calling Hitron that the Coda 56 has the same Docsis 3.1 that the Motorola MB 8611 has, so there should be no difference.   Will someone at xfinity please apologize, explain, and send a correction email???  Please stop this insanity!

Question

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Updated 

1 year ago

1.8K

1

XfinityRay

Official Employee

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2.7K Messages

1 year ago

Greetings, @user_zqz452! Thanks for sharing your experience with getting the new modem. I apologize that you went through that and am happy to help! The Hitron Coda 56 modem does work with our faster upload speeds. Has your address been upgraded for the Next Generation Speeds yet? This link shows more about the process.

If your address has been upgraded already there are further steps we can take to help, though I understand you returned the modem. I find it helps to remove any modems not in use from the account to ensure the correct bootfile/provisioning signal makes it to the modem. The speed is all controlled by that signal and whether the upgrade work has been done at your address or not. If that doesn't work, we get our engineering team involved by opening a ticket. They can force that through our systems. If none of that works though the bootfile is correct, we would get a visit set up so our team can further investigate why that is not working. 

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paddster7

Visitor

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4 Messages

@XfinityRay​ I also just got a Hitron Code 56 and in communicating with Hitron Support about getting the faster upload speeds they indicated I need to have Firmware version 7.3.5.0.1b2 or later for it to work correctly.  However, they indicated they restrict Admin access to the end user and only allow Xfinity to both look up the current firmware version and to ensure the latest version is installed on the modem.  I have communicated with Xfinity Customer Service both through phone calls and texts and every person that I have communicated with says they cannot access my modem, I have to do that myself through the modems Admin page.  So, Hitron says I have to go through Xfinity and Xfinity says I have to go through the manufacturer's modem admin page.  Can you tell me: 1) who is correct and, assuming I do have to go through Xfinity as the manufacturer says, 2) how do I get to the right person to make that happen?

Thanks!

1 year ago

user_zqz452

6 Messages

@XfinityRay​

Hello:  First off, thank you @XfinityRay for responding.  I tried the link you mentioned and pressed the link to keep informed on any upgrade and nothing happened (it just went to my account page).  So how does a customer determine if they have 10G?  If there is no one to email or call who knows about this?  
Can you help? Can I direct email you?  Can you inform others like me how to find out if they have the 10G upgrade?  Why does no one at Xfinity chat support know  about it other than you?  And what is the added technology of recommended modems other than docsis 3.1?  Why isn’t Motorola mb8611 on list if there isn’t?  Thank you in advance (I’m sure others will thank you if you can shed light on this!!)….  I"m VERY INTERESTED in getting faster upload speeds (just frustrated).  

1 year ago

0

user_zqz452

6 Messages

@paddster7​ and @XfinityRay .   Getting the firmware version was easiest part.  Just go on Xfinity chat and ask for your firmware version.   I had the right firmware.  They rebooted the modem with no change in upload speed. Next step would have been changing out the modem.  I elected not to until I could find out from someone at xfinity  if my home was ready to receive faster upload speeds - no one at xfinity could answer that.  It seemed silly to have an Xfinity tech come over to do that (and a waste of xfinity resources).  So here we are.   Help!

1 year ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@user_zqz452 

 

Could you please send our team a direct Message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

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

 

Press Enter to send it

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1 year ago

0

user_zqz452

6 Messages

I tried sending a direct message - not sure it worked - whatever happened to customer support email?

1 year ago

0

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