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don_15
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4 Messages

Friday, August 15th, 2025

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Please help with provisioning

During install with Arris S33 modem at first was only getting 715Mbps. 

Field technician called tech support.  Initially was told by field tech and phone support that it may be a modem issue.  I informed them that I was always getting 1.2 Gbps from another carrier a couple of days ago.  Tech support remotely reset modem, got better result of 1.0Gbps.  But still not what I signed up for, tech support informed me that she will look further into it.  Field tech ran tests directly from house COAX cable with their device and can get 2.1 Gb download and  407mbps Upload.  Saw my modem reboot again.  This time got 1.4 Gbps, ran speedtests directly from modem and router and was consistently getting 1.4 Gbps.  I know this is a provisioning issue otherwise test results would widely vary. 

Thanks,

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2 months ago

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don_15

Visitor

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2 months ago

Picked up an Xfinity gateway from my closest Xfinity store with no additional cost on my end.  It did fail with self activation so called it in and they got it up and running under 10mins.  getting stable 2Gbps connection.

Thank you all for your patience!

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XfinityPaula

Official Employee

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1.6K Messages

don_15 That's excellent news! I'm happy to hear that exchanging the modem helped out with the speed issue, bonus that the modem is included with our plans now along with unlimited data! 

If there is anything else that we can help out with, please don't be shy and create a post. We love to help out, and our community has some of the best knowledge! 

@EG Thanks for always checking back to figure out what the solution was for our customers! It really does help others that may be in the same situation. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

XfinityRichard

Official Employee

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2.5K Messages

2 months ago

Hi there, @don_15 Thank you for taking the time to reach out. I'm truly sorry for the trouble you are experiencing with your Internet speed. Since it's been a few days since you last posted. Are you still experiencing slow Internet speeds, if so please don't hesitate to reach back out so I can assist you further.-Richard

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don_15

Visitor

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4 Messages

Hello  Richard,

Thanks for the reply.

Yes, still getting 1.4Gbps down and 40Gbps  up.

(edited)

2 months ago

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XfinityRay

Official Employee

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3.3K Messages

Let's get to the bottom of this, don_15! Since you have already done the troubleshooting steps and had a visit, I will need to access your account to further help. Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums 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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

2 months ago

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don_15

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4 Messages

Thanks Ray, sent direct message as shown above.

(edited)

2 months ago

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EG

Expert

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113.9K Messages

2 months ago

@don_15 @XfinityRay 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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