Next-Gen 2.5 Gb Symmetrical tier locked on 300 Mbps boot profile after multiple
gateway swaps
Hello, I have the 2.5 Gbps Next-Gen Symmetrical plan, but my connection is completely hard-capped at an exact symmetrical 340 Mbps down and 339 Mbps up on my wired network. I have swapped my gateway three times this past week (currently on a brand new XB7). Frontline agents keep telling me 2.5Gb is hitting the modem, but the system is pushing a 300 Mbps boot file to my hardware profile. I need an official employee to manually clear my device's MAC address binding and force-reprovision my profile to the correct 2.5Gb tier. Thank you!
user_v5ir5i thank you for using the Xfinity Community Forums page to reach out regarding your package speed concerns. Just to confirm are you using third party equipment or an Xfinity gateway?
Thank you for confirming that @user_v5ir5i! You mentioned previously working with other frontline teams that identified an issue with the boot file being provisioned to the wireless gateway. I’d like to take a further look!
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EG
Expert
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121.3K Messages
1 day ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityMarcus
Official Employee
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2.4K Messages
4 hours ago
user_v5ir5i thank you for using the Xfinity Community Forums page to reach out regarding your package speed concerns. Just to confirm are you using third party equipment or an Xfinity gateway?
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user_v5ir5i
Visitor
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2 Messages
3 hours ago
Like my post says I am using an XFINITY XB7 right now and the XFINITY XB8 I had before was doing the same.
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