Visitor
•
1 Message
Speed Tier Correction & XB10 Activation Inquiry
- On 5/11 I upgraded my plan to 1 gigabit equal download / upload unlimited and new equipment an XB10 gateway
- Later on in the day I believe this change was applied to my existing gateway and then my plan was showing on the website as only 1000Mb download / 100Mb upload (the upload was downgraded as I was previously at like 400Mb download / 200Mb upload)
- I called support and explained the issue they told me they will fix this and change the plan to equal 1000Mb download / 1000Mb upload at the same cost
- They told me I would need to wait 12-24 hours for the back end to make this change
- It has now been over 24 hours and the website displays "There’s an order that is being processed. You'll have limited options to change this order."
- I have received the XB10 gateway but have not activated it yet
- My speed is still performing at 1000Mb download / 100Mb upload on my existing gateway
Wondering on how I should proceed - should I just wait more time or do I need to activate the new XB10 gateway first?
XfinityRay
Official Employee
•
3.9K Messages
13 minutes ago
Greetings, @reuahj! Congratulations on the upgraded speed and modem. That's awesome and will support all of your devices with ease! You can hook up the XB10 modem and will get the 1000 Mbps upload and download speed as you do now. We have our base speeds, then next gen (mid-split), then FDX (full duplex). That is set at the account level based on your address.
The upload speed that comes through is dependent on if the modem you are using is compatible with the speed tier or not. With having 1 Gig, being at a FDX address, and using the XB10, you will see the symmetrical speed. Please let me know if you have any additional questions once you activate the modem. We are glad to help!
0
0