Not getting full speed - 2 G Plan

I sent a DM several days back and there is no response; however, I have identified the problem - the issue was the S33 modem - I replaced it with another modem and the speeds now reflect what is expected.  Apparently, the S33 is not supported for 2G on Xfinity.

Hi, @UltraRand0mness! You are at the right place for further help with your speed. We want it working flawlessly for you! What speed are you seeing in your home? What modem model are you using? 

I am having the same issue we upgraded to 2gb plan because of promotional discount that made it the same price of the 1 gb for a year, my modem is XB8 utilizing the 2.5gb port and using 2.5gb lan laptop on PC and Mac. The first day was getting 2gb to both products and 1.6 on iPhone 17 Pro Max right next to modem on wifi but a few days later the speeds dropped dramatically to around half that. around 1.2gb. My Xfinity account now shows both 1.2gb and 2gb on the bill. reached out to Xfinity assistant chat and they said they will reset and it will take 24-48 hours. I waited 56 hours and still having the same problem. I called Xfinity support and they said they would upgrade me but I would lose the discount. This has to be fixed without doing that. Horrible customer service so far, told me also need a new router sent out that would take another 5-7 days. No supervisors or managers available. This sounds like a technical error especially if it is happening to multiple people.

The exact same thing has happened to me as well. The issue for me is that the 1.2 gig plan has 250’mpbs upload and the 2Gig plan has 300 mbps. I have spent over three hours on the phone for this issue. I finally just, “can you please put me back too my previous plan?’ They said that isn’t possible. On my previous plan i did get over just a little over 2gigs on the download and about 325 mbps on the upload.  Like you, my agreement says the 2 GIg plan but rhe speed online is 1.2 Gig plan. Also, when I go to “Manage my plan,” I can upgrade into the 2 GIg plan as option because I am not plan one tier below, the “1.2 gig.” How frustrating. The representatives can’t seem to do much about it. I cold transferred about 1.5 hours of being on the phone only to have to re-explain everything and still not get the plan on the “service Agreement.”

@ElRicky​ 

help please!

@user_xy4jag My team can help you with your internet speed concerns today. Did the representative get you a technician visit scheduled when you spoke with them?