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user_rmecv6
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4 Messages

Tuesday, September 1st, 2026 6:33 PM

Speed not upgrading to 2G plan

Greetings. 

A few days ago I upgraded from the 1.3G plan to the 2G internet plan. I installed a new Netgear CM3000 modem and had a tech out to address signal issues. He installed a new box on the outside of the house and resolved the signal degradation. 

In testing my speed I consistently get only 1.3G and have not seen the new plan speed of 2G. 

I have a UniFi Cloud Gateway Ultra with a 2.5G WAN port. Using the UniFi console ISP speed test. 

Thanks for any help. 

Jesse

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13 hours ago

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XfinityPeterH

Official Employee

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14 hours ago

 

user_rmecv6 Hey there! Thanks for letting us know. Before the tech left did they test your speeds at your modem? 

 

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user_rmecv6

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4 Messages

No I don’t believe he did. Is there a way for your techs to check remotely?

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13 hours ago

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user_rmecv6

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13 hours ago

Can your techs determine if the modem is provisioned correctly without factoring in the router?


I was reading the documentation on the UniFi Gateway Ultra and it has capacity to do 1Gbps with IDS/IPS enabled. I’ve orders a new gateway from UniFi that can handle 5Gbps that should be here next week. 

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XfinityDuron

Official Employee

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1K Messages

I can do some troubleshooting now, or I can wait until you have that new modem installed, and we complete the process then. What do you prefer @user_rmecv6?

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

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user_rmecv6

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Are you able to do some testing now and determine if the modem

was provisioned for the 2 Gig plan so that it is ready to go when I get the new router?

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13 hours ago

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XfinityDuron

Official Employee

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1K Messages

Sure, I can absolutely do that for you.  To begin, would you mind sending me your name and the address to your account in a Direct message?

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click the "Start New Conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "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.

 

For an example of how to send us a Direct Message, check out this link. 

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

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13 hours ago

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