Visitor
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1 Message
Incorrect provisioning of modem
I own an arris s33 modem, on the 2Gbps plan. I have not achieved a download speed higher than 700Mbps. If I check the event logs of the modem, I see provisioning for multi-gig support fails with the following error:
Config File Rejected due to Invalid or Unexpected TLV 11
I've been in contact with tech support 4 times now. I have been assured I would get a call back from "advanced technical support", I never received a call back.
Most recently, after being placed on hold to speak with a manager/supervisor, the call was terminated while I was on hold. I never got a chance to speak with the supervisor.
I am again, speaking with an "agent" through the chat interface, with no progress made to resolving the core issue.
Any recommendations, that do not include renting equipment from Xfinity, to get the download speed I'm paying for?
XfinityJon
Official Employee
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440 Messages
16 days ago
Hey there user_gmmvnn. I certainly can understand the concern there, and would be happy to assist. I would need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging
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 and press Enter to send it.
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