Not getting 1.1GB with new Motorola MG8725 modem

I’ve been chatting with Xfinity support for hours and keep getting conflicting information and very unprofessional service.

I bought a Motorola MG8725 modem because it’s listed as a compatible third-party modem on the Xfinity website. At first I was told it just needed to be re-provisioned and that after about 2 hours I should see my full 1.1 Gbps speeds. Three hours later I was consistently getting about 717–718 Mbps download and 5 Mbps upload on multiple speed tests.

When I contacted support again, I was told, seriously, that my modem supports 2 Gbps, so it can’t be used with a 1 Gbps plan. When I pointed out that “up to 2 Gbps” obviously doesn’t mean it won’t work at lower speeds, they changed the explanation and said it might be a manufacturer issue. I asked for escalation.

After waiting, I finally reached a supervisor and had to explain everything again. He said he would fix it, then mentioned he had to leave because his son had been in an accident but would resolve the issue quickly. He asked me to unplug the modem for 30 seconds while he waited. I did exactly that, and he disconnected.

When I reconnected to chat, I sat in a queue for almost 10 minutes even though it said I was the only one waiting. Then it showed an agent joined but they didn’t respond. Eventually I was transferred to another person without anyone saying anything.

The next supervisor repeated the same claim, that my 2 Gbps modem doesn’t support a 1 Gbps plan. After I explained again why that doesn’t make sense and asked why the model is listed as compatible on their site, she suddenly said they need to send a technician and that I don’t need to buy another modem.

At this point I’m just trying to understand what’s actually going on. Does anyone at Xfinity know how to resolve this? I’ve seen people here getting 1 Gbps with the same Motorola MG8725, so I’m really confused.