MB8611 up to 200Mbps only in my 800 Mbps subscription

Hey @user_3c84b7,

We would be more than happy to assist you. Thanks for visiting our Xfinity Community Forum support page. I am not showing the Motorola MB8611 is End-of-Life and well as your document also supporting that the device is not supported. 

What we can assist is performing some troubleshooting steps and schedule an additional service technician if all remote troubleshooting steps do not resolve the issue. If you power cycle the modem, it should be pushed the newest approved firmware option available. 

As a first step, could you please remove the power cord from the modem for 20-30 seconds and plug the device back in? While the device is unplugged, please check the inside wiring and coax cable to ensure it is within good condition with no hard bends, kinks, cuts, or bite marks that may interfere with the signal reaching the modem. 

Thank you for the advice. I have followed it "As a first step, could you please remove the power cord from the modem for 20-30 seconds and plug the device back in? While the device is unplugged, please check the inside wiring and coax cable to ensure it is within good condition with no hard bends, kinks, cuts, or bite marks that may interfere with the signal reaching the modem. " carefully. Unfortunately, my firmware on MB8611 remains the same, 8611-19.2.18, and no change in speed test results from Ookla, Fast, Speedtest, Xfinity speed test, etc.

I look forward to your further advice.

We greatly appreciate you taking a look at these steps above. If the firmware did not change, then there is no other update available. With the cable line in good condition and bypassing any known cable splitters, the next step is to schedule a service technician to evaluate the home further. 

Comcast does not charge for service appointments to repair Comcast-owned facilities or equipment rented to you by Comcast. However, charges may apply for service appointments when the source of your service problem is not Comcast-owned facilities or equipment rented to you by Comcast.

For instance, you may incur a charge for a service visit by a technician to your home in order to diagnose and repair problems with the In-Home Wiring used with your Xfinity services, or for the diagnosis of issues relating to the connection between Customer Equipment and your Xfinity services.

If you like to schedule a service technician, could you please send our team a direct message with your full first/last name and complete service address (Including the city, state, and zip code)? 

To send a "Peer to peer" ("Private") message:

Click "Sign In" if necessary

• Click the "Peer to peer chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line

We apologize for the confusion, @user_3c84b7! Can you please click the Direct Message icon at the top right of the page, click on the pen and pad icon and enter Xfinity Support in the "To" section of the chat and provide us with your first/last name and full address so we may further assist you?

@user_8c0467​ My observation of the subpar xfinity speed since May 2022 when I was upgraded to 800Mbps. Let's keep informed about the process of seeking solutions.

Hello, I am happy to be of assistance. Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

We've actually had reports of this issue a few months ago and unfortunately we are in the same boat at this time. If you are still experiencing issues with this specific model of gateway, at this time we do advise contacting Motorola directly for assistance. Any firmware that is pushed to the equipment is provided to us directly from the manufacturer, and we are not able to 'roll back' or change the firmware without the manufacturer's permission due to equipment liability issues as it is not Xfinity hardware. While I can completely understand how frustrating this must be after multiple attempts to resolve this, Motorola would be responsible for any further action at this time.

With the visits to your home, it does not sound like the issue is connection-related and is specific to the device itself, this would have to be addressed by the manufacturer. While we may handle the execution to push out the update, Motorola's website clarifies that "Motorola provides your Internet Service Provider with the firmware update." This means that while we send the firmware updates to the equipment, the firmware updates themselves come directly from Motorola first. I hope this makes a little more sense!

While we would be happy to provide you with an Xfinity rented gateway to ensure your service runs smoothly and fast as it should going forward, there is always an option of an entirely different brand and/or model of device for your connection if Motorola does not have an alternative solution. This would be the responsibility of Motorola as it is their equipment and firmware.