Visitor
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1 Message
Replaced/Updated my modem to a Ubiquiti UCI Cable Modem
Just spent an hour and a half on the phone with Phone support. I pay for 1.2Gbps and my top speed is 600Mbps. There is nothing they can do for me over the phone they are going to have to dispatch a technician. This is standard BYOD modem on their approved list and they can't provision the modem. They are rolling a truck to have a technician call into support to have them provision my modem.
Wherever the support is Comcast it isn't working this is horrible. Why cannot they not make this change?
XfinityCliff
Official Employee
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601 Messages
15 hours ago
Hello @user_mui5yt, and thank you for sharing your experience here on our Xfinity Community forums!
I can understand how frustrating it would be to spend that much time with support and still not have a clear resolution, especially after confirming that the Ubiquiti UCI is an approved customer-owned modem.
Although provisioning is one possible cause, speeds around 600 Mbps can also result from the Ethernet path, router configuration, test device, or a connection issue. A technician visit may be scheduled when remote troubleshooting cannot confirm where the limitation is occurring. The technician can check the connection at the home and coordinate with support if the modem still needs attention on the account.
In your case, if the modem is already online and receiving a bootfile, the appointment is likely intended to validate the end-to-end connection and gather additional diagnostic information rather than simply "activate" or "provision" the modem.
Please send us a Direct Message with your full name and complete service address. We can review the modem status, current provisioning, and appointment details to help ensure the right concerns are documented before the visit.
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