Internet speed did not change after upgrading package

I upgraded my internet package from extreme 400 down/20 up to extreme pro 800 down/20 up. When doing speed tests I am still getting the same speed as before the upgrade. (400-450 Mbps down) I am using a Motorola MB 8600 and it says it’s compatible with the new package. Ive tried connecting directly to the modem with the same results. How do I find out if the modem has the right config?

Responses

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user_d6f338

Visitor

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3 Messages

4 years ago

Did you try restarting the MB8600? This will force it to pull the config again.

When I upgraded from 100/5 to 1000/35 recently, I was told they would send a reset command in ~5-10 minutes and I would not have to do anything. Nothing happened after ~15 minutes, so I got impatient and tried a modem restart. After restarting my MB8611, via the Xfinity account page, because I was curious if that would work, it got the new config, and new speeds.

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deeepack

New Poster

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7 Messages

4 years ago

Yes I’ve restarted multiple times. Another discovery I found is on some other screenshots I see the config file named in the modem’s admin page. But for me it’s blank. Not sure if this is normal.

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XfinityJamesC

Official Employee

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1.9K Messages

Greetings, @deeepack! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having issues with your service, but you have definitely come to the right place for assistance. It sounds like we just need to reprovision your modem, so the new connection speeds can take effect.

If you could send our team a private message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Private Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a live chat.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

4 years ago

0

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user_551530

Visitor

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1 Message

4 years ago

I have exactly the same problem as you @deeepack. Have you been able to figure out a solution?

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user_PeterC

Contributor

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150 Messages

Hello @user_551530, I hate to hear that you're having the same issues with your speeds. As someone who relies on internet constantly especially while working from home, I know this would be frustrating to go through, but I can definitely take a look into this for you. Please send us a Live Chat with your first and last name as well as your service address so we can assist.

To send a Live Chat, click the Peer to Peer chat icon at the top right of the page and enter Xfinity Support in the "To" section of the chat.

4 years ago

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EG

Expert

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108.4K Messages

4 years ago

@deeepack @ComcastJamesH @user_551530 @ComcastPeter

Please post any possible solutions for the issues here in the open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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Internet speed did not change after upgrading package

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