Visitor
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2 Messages
how to confirm 1Gbps provisioning
In Jan 2025, I updated my plan to 1.1 Gbps down, 40M up, and this was confirmed both on my account page and by speed test running consistently in the 800-900 Mbps down speed (maybe it should be a little higher, but that's a different discussion). In the past month or so, I've noticed the speed test has dropped to the 400-500Mbps range. Today I watched the "Gigabit speed internet troubleshooting" video linked near the top of the forum posts. At https://mydeviceinfo.xfinity.com/ it shows that my plan speed is 600Mbps. This is incorrect! The video is very clear that incorrect provisioning in this regard is a problem. How can I get this corrected and confirm my actual provisioned speed?
I own my modem. The page lists both my current modem, Arris S33, and the old modem SB6183 replaced in January just after the plan update. Arris S33 is on the approved modem list for 1.1 Gbps speed. Does the old modem need to be deleted somewhere?
Also, on the Xfinity app on Android, there is a link at the "Faster speed are here" article to "View your new speeds". When clicked, the Services page also reports "Download speeds up to 600 Mbps".
I'd really like to get the speed I've been paying for since January, please advise how to confirm/correct the provisioning and whether a bill credit can be initiated for the period of incorrect provisioning.
Thanks!
XfinityJustinC
Official Employee
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1.3K Messages
21 days ago
Hello, @user_f3a728 thank you for creating a post here on Xfinity Forums. You've contacted the right place for assistance, and I'd like to investigate the provisioning further. When they did the network enhancements in my area last year, I received an email stating I was moving to 800 MBPS. But like you had mentioned, I would still see the 600 MBPS when logging into my account. Since I will need to gather some information to further assist that we don't want here in our public conversation, when you have time, please send a direct message.
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address
I also confirmed the Arris S33 does say it can support the speed like you mentioned: https://www.xfinity.com/support/internet/customerowned/overview?mboxClk=exp1523?mboxClk=exp1523
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user_f3a728
Visitor
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2 Messages
21 days ago
Thanks for your reply. I have sent a message to Xfinity Support as you recommended.
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