Visitor

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2 Messages

Tuesday, July 29th, 2025

Recent upgrade, speed unchanged

I became a customer about a year ago and signed up for the 300Mbps ("Do More" plan at the time?). I purchased my own Arris SB8200 (v2 apparently) on Amazon. Typical speed test gave me the expected 350Mbps down and 20Mbps up or so. I then got the automatic upgrade back in March I believe and my speed was bumped up to 400Mbps down and 35Mbps up. Typical speed tests of about 440Mbps down and 38Mbps up.

Anyway, my $35/mo (after discounts) 1-yr promo was ending soon, so I logged in yesterday to see what my options were. I see now that unlimited data is available with the new plans and customers are allowed to continue using their own equipment. Wonderful. So last night I opted to just upgrade to the 1Gbps w/ unlimited data and the 5-yr price guarantee. Not too bad of a deal if you ask me. I got the email fairly quickly that my new service with unlimited data was now active, reviewed the upcoming billing, etc. However, my modem never rebooted. I left it alone for the night. I rebooted it this morning and I'm still seeing about 440Mbps. I gave it a power cycle at lunch and unfortunately I'm still seeing the same speed, like it hasn't been provisioned for my new plan yet. Am I just being impatient?

I'll also note that my drop is a bit on the longer side and the tech did have to install the Evo preamp. My understanding is that the SB8200v2 should be capable of 900Mbps+ down and the SNRs I see here should be capable of that. Or am I wrong? I'll admit my DOCSIS knowledge is limited. I guess I kinda just expected to see 600Mbps or better.

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Gold Problem Solver

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26.6K Messages

4 days ago

... 1Gbps ... SB8200v2 ...

The SB8200v2 is not compatible with Gigabit internet service. Comcast/Xfinity rates it for wired download speeds "Up to 936 Mbps". Follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned and then under the "Compatible Modems" heading click the Arris list. Using devices on Internet speed tiers for which they are not approved tends to produce unexpected results, often speeds well below the ones you are paying for. 

AFAIK Comcast/Xfinity has never said how they provision devices operating on speed tiers they're not approved for. All I can tell you is that many customers who tried it have reported that they don't get full speed. There's a tendency to think the device will operate at the maximum speed it is capable of, but that doesn't seem to be the case.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

Official Employee

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2.4K Messages

2 days ago

 

Thanks for posting on our Community Forums for assistance with your speed concerns, user_dhldu7. I see @BruceW provided some details on the modem. Thank you, BruceW! That is correct! The SB8200v2 Wired download speed is up to 936 Mbps. In this case, getting a compatible modem will provide a better performance. I would recommend checking the link above for more information on compatible modems. Did you get a chance to check the link? 
 
I also understand you're still not getting the 900Mbps your modem supports. So, we can also check if the provisioning is correct on our end. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

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

• Press Enter to send it

 

 

Visitor

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2 Messages

@XfinityDilary​ I believe you were assisting me initially via Direct Message. And then it looks as if I was handed off with minimal responses. The reprovision has downgraded my service to only 350Mbps down and 6Mbps up. I suppose I will just have to follow up with support tomorrow. I thank you for your assistance here.

Official Employee

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2.3K Messages

                                Sorry for any delays, ee are closed between the hours of 1:00 AM and 6:00 AM eastern Standard Time!  I shoe the modem specs for your modem shoe your modem gets up to 957 Mbps of wired download speed.

 

 When you run that speed test are you doing that with the CAT6 Ethernet cable connected directly to your Arris modem? Or are you running that through a third party Wi-Fi  router?

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