Visitor
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4 Messages
New upgrade speed not working
The speed was upgraded from 75mbps to 400 mbps, but no change for me, I restarted the modem and connected directly to the modem, mb7621, and still no change. Do I need to press the reset button on the back of the modem to get the higher speeds? This modem can handle higher than 400 mbps. Someone else in another post said something about reprovisioning because the modem doesn’t know the speed increased. I just don’t want to reset it and loose all my internet because I don’t know what resetting will do.
CCJamie
Problem Solver
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322 Messages
2 years ago
@user_2f67a1 Thanks for reaching out to us, I would be happy to look into your internet speed issues with you. If you could please direct messae your name and complete service address so we can assist?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
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zip21222
Contributor
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160 Messages
2 years ago
@user_2f67a1
Just a fellow user here.
*Normally* resetting the modem would not lose anything, and would simply make the modem's initial connection take longer, while it renegotiates and saves settings.
I say normally because if Xfinity has your account mis-configured, well... I dunno....
If you do decide to try a reset, make sure you press and hold the reset button for at least 10 seconds.
HTH
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user_2f67a1
Visitor
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4 Messages
2 years ago
Ok, here is the update, the cable guy came out and connected a box to my modem and after a few minutes I had super fast internet, it showed 470 Mbps, really happy now, thanks xfinity
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user_0ce126
Visitor
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3 Messages
2 years ago
hi, just wondering if Xfinity says they upgrade their system. why when it comes back to us end users we always encounter problems? why Xfinity does not have enough technicians? available to go into the area when they know they had upgrades and would /should " technically" anticipate issues when they have system upgrades. THE XFINITY UPGRADE TEAM SHOULD HAVE A DESIGNATED TEAM TO DISPATCH AS PART OF PLANNING TO WORK ON PROBLEMS LATER ON WHEN ISSUES ARISE ON THEIR "UPGRADE". IT CAN NOT BE RESOLVED REMOTELY, VERY POOR REMOTE RESOLUTION BECAUSE I BELIEVE THERE ARE ISSUES IT SHOULD BE DEALT WITH IN THE FIELD AND NOT ON THE COMPUTER REMOTELY. THEY SHOULD BE VISIBLE IN THE AREA OF THEIR UPGRADE THE DAY AFTER WHEN THEY DO UPGRADES. THEY DON'T EVEN SEND INFORMATION ON THE UPGRADES TO THEIR CUSTOMERS SO WE CAN ANTICIPATE WHAT BTO DOES WHEN THERE IS A PROBLEM. IT IS SO UPSETTING. IT TURN OUT IN TO BE INEFFICIENT IN THE XFINITY TEAM UPGRADE SAD TO SAY!
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user_0ce126
Visitor
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3 Messages
2 years ago
Is there any other helpful way to handle the home internet issues soonest because of the "so called system upgrade by Xfinity" in our community?
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user_0ce126
Visitor
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3 Messages
2 years ago
since 7am nothing has been resolved despite calling the support team and trying to do remote resolution. I believe there should be better way and there should be a back up team from the System upgrade As they are the ones who did create the problems . The so-called upgrade they did , did not make an improvement it made a disaster to my internet connection
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