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user_yhsok86
20th Anniversary celebration
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Tuesday, December 3rd, 2024 2:49 AM

Not getting the download/upload speed with Gigabit x2 Plan

I just upgraded my plan to Gigabit x2 plan (2000mbps/300mbps) today and was going thru the speedtest and making sure I was getting what I'm starting to pay for.....well looks like I'm going to need some help to get to where I need to be at as I'm no where closer to 2000mbps speed...

Download speed: 600mbps

Upload speed: 60mbps

Below is my set up:

Router: GT-AXE11000

Modem: Arris S34

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12 days ago

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XfinityAngie

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1.5K Messages

12 days ago

 

user_yhsok86, Thanks so much for reaching out to Xfinity Support. Here is a link that will show you the list of compatible modems. I would recommend starting there. If your modem is not on the list, we may need to take a look at that. We can also run through some troubleshooting with you. 

 

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XfinityAngie

Official Employee

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1.5K Messages

12 days ago

(edited)

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user_yhsok86

Visitor

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2 Messages

My modem is listed under Next Gen Speed Tier...I'm fully aware of the list of compatible modem from Xfinity. What's next step?

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12 days ago

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XfinityAngie

Official Employee

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1.5K Messages

 

user_yhsok86, let's run through some troubleshooting and see what is going on with your service. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

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12 days ago

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