Incorrect Provisioning Capped My Upload at 5 Mbps; Support Blames My Modem Despite Evidence

Hello,

I'm hoping to find a resolution here for a serious issue that has rendered my personal modem useless for the past two weeks. The problem was directly caused by an Xfinity agent, and I have the entire incident fully documented, including my modem logs.

Here is a summary of the events:

The Initial Incident: Monday, September 30th

My ordeal began on the morning of September 30th (7:51 AM - 8:40 AM) during a call with a tech support agent in India named Baheer. I had contacted him because I wasn't receiving the full speeds for my Gigabit Extra plan (1.3 Gbps down / 40 Mbps up). For 13 months, my speeds never exceeded ~700 Mbps down and 37 Mbps up.

The agent pushed what my modem logs identify as an outdated and incorrect boot file from 2020 to my ARRIS T25 modem. I immediately watched my upload speed plummet from 37 Mbps to a maximum of 5 Mbps. I informed him of this, and he proceeded to do the exact same thing a second time, with the same result. My modem logs clearly show both successful TFTP uploads of this incorrect file. To make matters worse, when I asked for a direct support number, he provided a fake number that led to a language service line.

The Supervisor Chat (8:16 PM - 9:51 PM)

Frustrated, I spent nearly two hours that evening in a chat with a supervisor named Vibhav, where he directly contradicted his own diagnostic tools.

• First, his own system confirmed the problem. At 8:46 PM, he shared the results: "We have found at least one issue... ✖ Modem Provisioning"

• Despite his system identifying a clear provisioning failure on Xfinity's end, just six minutes later he chose to ignore this evidence and blame my hardware. At 8:52 PM, he wrote: "I have checked that the modem could not provision a valid boot file. This is likely because the device doesn't support the customer's subscribed speed. I have confirmed that the ARRIS T25 modem is only compatible with 963 Mbps."

My Hardware & The Supervisor's Inaccurate Claims

The supervisor's claim that my modem is incompatible is false.

• Modem: ARRIS SURFboard T25, a DOCSIS 3.1 modem.

• DOCSIS 3.1 Standard: Supports a theoretical maximum of 10 Gbps downstream and 1 Gbps upstream.

• Link Aggregation (LAG): My modem has two 1-Gigabit Ethernet ports and supports LAG, allowing for a combined throughput of up to 2 Gbps.

• Conclusion: My modem is more than capable of handling the 1.3 Gbps speeds of my plan. The 963 Mbps/941 Mbps limit quoted by the supervisor is misleading and does not account for the modem's full capabilities.

Current Status & Desired Resolution

It has now been nearly two weeks, and my personal modem's upload speed is still crippled at 5 Mbps because of Xfinity's error. I am temporarily using a Comcast gateway, but I own my equipment and intend to use it.

I need this resolved immediately. Xfinity either needs to:

1. Correctly provision my ARRIS T25 modem to restore its proper functionality.

2. Compensate me for the full value of the modem that their agent effectively disabled, so I can purchase a new one.

Thank you for your time and any assistance you can provide.