internet speed not being delivered

@Mike5611

My pleasure. They recently changed the gig tier from being 1000 Mbps to 1200 Mbps. That device may have been compatible beforehand but it no longer is. That device is only rated to 948 Mbps by them;

https://www.xfinity.com/support/devices#details 

It may not be what you would like to hear, but... My explanation and my advice applies. Good luck ! 

@EG -

That device is only rated to 948 Mbps by them

Yes, I know. If I could get anything close to that, I'd use it for another year before replacing it. The TCO of everything computer-related is going up and up, as support for older devices evaporates.

- Sigh - perhaps I'll swap the modem now, as you say, to get closer to the speed I'm paying for. My fear is, I'll change it and still won't get the speed. Then I'll be out close to $300 and my time, and Comcast will continue building the Great Wall around their customer service staff (if they have any remaining).

Best wishes for the season.

For clarity's sake for all readers here, I'll repost this part;

"What happens is that when you use an incompatible modem for a faster speed tier, the modem will default to using an even slower configuration file, so you may get even slower speeds than before. You need to use a compatible device."

SEASONS GREETINGS !! 😊

@EG 

"What happens is that when you use an incompatible modem for a faster speed tier, the modem will default to using an even slower configuration file, so you may get even slower speeds than before. You need to use a compatible device."

I for one read and understood the statement and still consider that a defect at the Comcast end. The modem is only '"incompatible" in that it can't receive the maximum speed. I consider it unreasonable for Comcast to send half the speed that it can receive and then call it "incompatible."

Incompatible?

“When I use a word,’ Humpty Dumpty said in rather a scornful tone, ‘it means just what I choose it to mean — neither more nor less.’

However, I'm a realist. Between a consumer with other things to do and a huge corporation focused on profit, I know who is more likely to budge. The new modem is on order. I also have a troubleshooting appointment with Comcast tomorrow, and if they do fix this, I'll return the modem unopened.

And to be clear, yes, I'm prickly about this. But not towards you (@EG), whose contributions I appreciate!

I hear you man ! And yer' prechin' to the choir here. It's their ball and their game. Only you can choose whether or not you will play.

Hi there and hello to you @Mike5611!  Thank you so much for taking the time to reach out to Xfinity here on out Community Forum.  We are so glad to hear from you and want to assist in getting this taken care of in any way that we can.  In these times, we fully understand needing services that functions seamlessly at all times.  No worries!  You have reached out to the right team, can we are going to do everything that we can to get things squared away.  Let's get started!  First, can you please shoot us a private message with your full name and complete service address?  That way we can access your account to take a look at what's going on.  

To send a "direct message" / "private message" message to Xfinity Support:

 • Click "Sign In" if necessary

 • Click the "Direct Message" icon or https://comca.st/3ssqO0A 

 • 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

Thank you, Armand. I sent a message as you requested.

The chat was quite unsatisfactory. It lasted 1.5 hours, during which time the Xfinity tech had me power cycle the modem, checked the MAC address, and sent a provisioning signal. None of that helped, and with up to 20 minutes between responses from the Xfinity side, it was very time-consuming. If Comcast wanted to tire me out so I'd stop raising the issue, they couldn't do a better job of it.

To follow up with better news: I raised the question of whether infrastructure to my home might be the problem, since everything else has been more or less ruled out. (I've tried testing with two modems, two routers, two computers, a direct connection to the modem, at different times of day; and the modem has been reset numerous times and re-provisioned.) I got a positive reply from Comcast, and further on-site service is scheduled to examine that question. That is a more positive outcome.