Skip to main content

    Support

    Offers

samalluck's profile
samalluck
1st Reply
1st Topic

New Poster

 • 

4 Messages

Thursday, January 23rd, 2025 5:07 PM

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?

Question

 • 

Updated 

4 months ago

184

2

0

EG

Expert

 • 

110.3K Messages

4 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

 • 

2.2K Messages

4 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

forum icon

New to the Community?

Start Here