Paying for a 2gb plan, but only receiving 1.2gb service

Hello,

We received notification from Xfinity that our existing cable modem (ARRIS SB8200) was too old to take advantage of our 2gb data plan. We were grandfathered into the 2gb plan from the 1gb plan some months ago (or maybe a year ago?).

We recently upgraded our equipment from the ARRIS SB8200 to the Arris S34. Running speed test before and after the upgrade did not improve the speed.

Poking around the Xfinity equipment list, the website is suggesting our plan speed is 1200Mbps, but we're paying for the 2Gbs plan. Is this possible for the billing and service to be out of sync like this and if so how do we get this corrected?

Responses

EG

Expert

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110K Messages

3 months ago

Sounds like there is a modem provisioning / speed configuration file / backend database issue. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to check and correct that for you. You should get a reply here in your topic. Good luck !

0

XfinityGabriel

Official Employee

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2.2K Messages

3 months ago

samalluck, Hi there! Thanks for reaching out and for your patience while waiting for a response. I can definitely understand the importance of receiving the speed that you pay for as a consumer myself. I am sorry to learn about this experience after upgrading the equipment to the correct modem. You've come to the right place. Our team of experts is dedicated to resolving speed concerns such as this over social media. When running a speed test, are you connecting hardwired to a device that is also capable of reaching the faster speed in addition to the modem? What is the make and model of the device connected to the modem to run the speed test? If you were to run an [internet health test](https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting) via the Xfinity app, what results does it pull for you?

3

samalluck

New Poster

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4 Messages

Hello Gabriel,

Well I feel silly. I repeated the testing going directly from my laptop (Alienware m16 R2) into the modem and I'm getting numbers much closer to what I expected (1500mbps down/350mbps up). Looks the GT-AX11000 router on my network only has a single 2.5gb port for the modem, but everything else out is just regular gigabit ethernet, capping the speed at 850mbs down for any downstream device.

Looks like I need to buy a new router.

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3 months ago

0

XfinityRichard

Official Employee

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1.8K Messages

Hi there, @samalluck Oh no, don't feel silly. It does sound like you do need to look into a new modem. I do have a link https://www.xfinity.com/support/devices/#unauth that will allow you to check what modems are compatible with your Internet service.-Richard

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3 months ago

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zip21222

Contributor

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160 Messages

That link says his S34 modem supports "Wired Download Speed Up to 2.44 Gbps".

Why does he need to look into a new modem?

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3 months ago

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Your Home Network

samalluck

Paying for a 2gb plan, but only receiving 1.2gb service

EG

XfinityGabriel

samalluck

XfinityRichard

zip21222

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