Poor speeds since switching to own modem

Hi there, @user_s8o3hl ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. Oh no, I'm so sorry to hear about the slow internet speeds you are experiencing. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

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My download speeds have always approx 800mb and uploads at 100mb. I switched to a surfboard s33 modem to save money and my speeds are half. Now today the online tech has tried telling me that the modem is incompatible. I am beyond frustrated!

The rep was correct. These are the only third party / retail purchased devices that are currently compatible with their new "Next Gen" upload speeds;

As are their XB6, XB7, and XB8 rented gateway devices,

It doesn't matter that it's 3.1. It needs to be compatible with their new "mid split" system for the enhanced / next-gen upload speeds. The correct speed configuration file will not get pushed to it and it will default to a lower speed.

My pleasure! It's why I lurk ! Be well !