Modem provisioning issue and speed mismatch

ever since i upgraded my plan to the highest tier i have been noticing issues and it seems like customer service and the techs don't really understand. When i upgraded the website showed symmetrical speeds of 2000Mbps then after i upgraded i was sent the attached summary, which clearly states those speeds. Now the app is stating that i only get 250 Mbps and the website says 300 Mbps, so I'm trying to find the disconnect. However, my main issue is there is some sort of bug on Xfinitys end with the modem provisioning where there is a hard cap on my upload speeds at exactly 40 Mbps, I had a tech come out and test the speeds, i have gone into my modems admin page and confirmed everything is configured correctly. i keep getting assured everything is working correctly but thats hard to accept when the speed im getting is 8% of the speed im getting to the outlet and 2% of the speed i was told i would receive. there is something off here and its the principle at this point.

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XfinityChristy

Official Employee

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2.8K Messages

18 days ago

user_xkclt5 I can definitely understand why this would be frustrating, especially after upgrading and being told to expect much higher speeds. You’ve already done a lot of the right troubleshooting steps, and I agree with you that something doesn’t seem to be adding up here. I’d like to take a closer look at your account and the provisioning details so we can really get to the bottom of what’s going on. Please send me a direct message with your full name and service address, and I’ll dig into this with you. We’ll review everything together and work toward getting a clear answer and a proper resolution.

Here are the detailed steps to direct message us:

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• Click the "Direct Message” icon (upper right corner of this page)

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

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user_xkclt5

Visitor

•

3 Messages

I couldn’t figure out how to dm you directly but I still need some assistance. They pushed a new bootfile - this made my upload a lot better 300ish (still not 2000 but i was happy bc its alot better than 40). But now my download is won’t go over 1000mbps (2000 previously). I checked SNR and it good sitting at around 41dbs. Let me know what you need from me to help fix this

(edited)

13 days ago

XfinityEmilyB

Official Employee

•

2.9K Messages

user_xkclt5 Thank you for letting us know that your speeds are still not up to par after updating the boot file for your modem. Please send us a direct message with your full name and complete service address to “Xfinity Support” so we can continue troubleshooting. To do so, click on the direct messaging icon located at the top right of this forums page.

1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.

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11 days ago

EG

Expert

•

118.7K Messages

18 days ago

@user_xkclt5 @XfinityChristy

Please circle back here and post any possible solutions for the issue here in these open public 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.

user_xkclt5

Visitor

•

3 Messages

13 days ago

It was a bootfile error, they had to repush the correct bootfile. Took me awhile to get to the correct customer service person, but they were able to fix some of the issue. However I think they still pushed the wrong file because my upload is fixed but my download is now having issues

Your Home Network

user_xkclt5

Modem provisioning issue and speed mismatch

XfinityChristy

user_xkclt5

XfinityEmilyB

EG

user_xkclt5

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