Upgraded Internet Speed

I upgraded my internet speed from 75mbs to 400mbs. Also, upgraded my modem to an Arris Surfboard SB8200. Chatted with an agent and updated my modem information. My internet speed tests still show 75mbs. How can I get Xfinity to update my account to 400mbs? Thanks

Possible solution: update Bootfile https://forums.xfinity.com/conversations/your-home-network/internet-speed-hasnt-changed-after-plan-upgrade/61abd0e550b737295336a182

Responses

CCGina

Official Employee

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800 Messages

2 years ago

Hi there, @user_f00394!

Apologies in advance for the barrage of questions! I want to ensure that we get this figured out :)

How recently was the speed changed?
Did the modem ever go through a reboot after the speed was upgraded?
Is that speed happening over WiFi or hardwired? With WiFi there can be some variability (this article shows how to avoid issues with signal interference due to placement: WiFi 101: Position Your Gateway Like a Pro). The truest results would be hardwired ones.
The other easy thing to check would be the connections; is the coaxial cable unkinked and unbent? Are the connections at either end snug, but not super tight? Is there a splitter on the line inside? Do you see any damage, fraying or corrosion on connections? Is this happening on multiple devices? There are also a few other troubleshooting steps here that may help: How To Troubleshoot Your Xfinity Internet Connection too.

If none of those seem to do the trick and get your speeds back to where they should be, please let us know!

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user_f00394

Visitor

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4 Messages

2 years ago

Speed change was approximately three weeks ago. Old modem wasn't capable of handling 400mbs. There was a "reboot" done by an xfinity rep during initial speed upgrade. Upgraded to current modem (Arris Surfboard SB8200) to handle new speeds. I've rebooted modem multiple times with no change in faster speeds. Desktop computer is hardwired to router. Coaxial connections looks normal. No corrosion or other visible issues. Unknown whether there is a splitter on the line side.

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CCShaina

Problem Solver

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393 Messages

@user_f00394 Thank you so much for the follow-up responses to our questions surrounding the speed issue and your new modem. The more details we have the better to rule out possible problems and narrow down what the source may be. It sounds like you've taken all of the necessary troubleshooting steps we'd first go through to ensure the full connetion speed is in place. I see you had presented a link to a similar thread regarding the bootfile. Normally a power cycle or reboot would ensure the proper speed bootfile is sent to the equipment, but this is certainly something we can check on. If all looks well with the equipment, we'll continue to look into other potential factors that may be contributing to the low speed and check some additional signals.

Could you please send our team a direct message with your full name and full address?

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (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

See https://comca.st/3KQF8q9 for an example.

I no longer work for Comcast.

2 years ago

Your Home Network

user_f00394

Upgraded Internet Speed

CCGina

user_f00394

CCShaina

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