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user_tsx9i9
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Sunday, July 19th, 2026 6:09 AM

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Signed up for 2gb speed but capped at 1.4gb speed

Hello, I am a former employee who has signed up for 2gb speed.  I updated my modem router combo to a Netgear that can handle Xfinity's 2gb speed.  I also purchased a Cat6a cable and made sure my motherboard has an ethernet port that can handle 2gb speed (realtek 2.5gb).  My account in CSG may show that I am getting courtesy services.  I was told that this would end on July 21st.  When I look at my account, it shows that I have internet 100mbs as the title but it shows 2gb download speeds and 450mbs upload speeds.  I have tried powercycling the modem router combo and I have tried different speed tests.  I am stuck at 1400 mbps down and 40 mbps up.  I called on a separate matter and the phone agent confirmed what my account shows.  He also sees different coding in CSG.  Please advise.  Thank you.

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6 hours ago

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XfinityAbby

Official Employee

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1.1K Messages

15 hours ago

Thank you for allowing us to help you @user_tsx9i9. We were able to get your internet speeds working as they should! Please feel free to create a new post if you need any assistance in the future! 

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user_tsx9i9

Visitor

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2 Messages

6 days ago

Correction: Upload Speed 250 mbps.  This is what is currently showing for my internet for my account: 

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XfinityPaula

Official Employee

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2.2K Messages

4 days ago

 

user_tsx9i9 Good morning! Thank you for reaching out to us on our Xfinity Forums for help with the speed. I'm sorry that it the details reflected on the account are confusing and that you are not receiving the correct speeds. I know how this can damper your experience especially when you have taken all the steps possible to make sure your equipment is updated and compatible with the service. I would love to help out and make sure that you are getting the right speeds. 
I would love to help out and make sure that we are delivering the right speeds to the modem and help make sure that speed reaches your devices as well. 
Prior to the account change did you have the 2 gigabit speed for your service? Are you connected to a computer with the Cast6a cable when testing the connection?

 

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XfinityGabriel

Official Employee

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3.4K Messages

 

Thank you for providing those details. We appreciate you sharing the results of your testing and the information about your equipment. As a friendly reminder, for your privacy and security, please avoid posting personal information such as your full address publicly on the forums. This is also in accordance with our Forum Guidelines, which help keep everyone's information protected. We've edited the post to remove the personal information. With that said, thank you for confirming you're using a Netgear AX6000 and testing over a Cat6a Ethernet connection with a 2.5 Gbps-capable device. That information is very helpful as we continue to investigate the speed concerns you're experiencing. We'll be happy to take a closer look and work with you on the next steps. Would you mind deleting your screenshot of the speed test results with your ip address and sending us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page? Once you click on that, click the "Start new conversation" (pencil and paper) icon. In the 'To:" line, input our shared handle "Xfinity Support" to send us a direct message.

 

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4 days ago

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EG

Expert

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119.5K Messages

6 hours ago

Solved topic closed.

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