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user_qleudh
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Tuesday, November 26th, 2024 7:44 PM

New internet plan not working

I upgraded from a cheaper plan to the Gigabit x2 plan, and I am getting worse speeds than before. I have a Motorola MG8725 Router/Modem (which the Xfinity website says is compatible). It has been about 3 days since and it's only gotten worse.

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16 days ago

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XfinityBrianH

Official Employee

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998 Messages

17 days ago

 

user_qleudh Thank you so much for reaching out to us here to let us know about the speed issues you have been experiencing! I know how frustrating slow speeds can be, Xfinity has some great self troubleshooting options in the Xfinity app, and most issues can be solved by powercycling your modem. Please let me know if that does not resolved the issue!

 

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user_qleudh

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I have tried everything I can but nothing works. Troubleshooting, power cycling, in the app, nothing. Anytime I connect a device, the internet drops for everyone and doesn't match our new plan at all.

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16 days ago

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XfinityMarcos

Official Employee

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1.9K Messages

 

user_qleudh, thank you for going through some troubelshooting steps on your end, and for letting me know what you've done. Although your modem is compatible on our network, it's not compatible with our enhanced speeds like Gig x2. Our enhanced Next Gen network have a select list of compatible modems at this time. What speeds are you currently receiveing when you test? 

 

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16 days ago

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EG

Expert

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107.5K Messages

16 days ago

@user_qleudh 

These are currently the only third-party retail devices that are compatible with the new Next Gen speed tiers;

(edited)

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