Contributor
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50 Messages
Upgraded Plan, No Speed Increase, Arris SB8200
Running a year-old SB8200 CM. I upgraded plans this week from 275/12 to 800/15. Both Router (ASUS RT-AC68U) and Modem should be capable of the increased speed. Download speed as measured from the router (through speedtest.net) never increased. Still at 275 +- 5. Upload speed increased from 12 to 18. Several restarts of the modem have produced no change and the software file name reported by the modem is unchanged. 5GHz WiFi connected devices should be capable of more than 275Mb as well, and speed tests conducted on these devices also report approx. 275. Customer service claims the modem is being properly provisioned, but it doesn't seem to me that it's receiving the new plan information. Would welcome any suggestions. Modem stats (Power, SNR) are all within tolerance. Correctables/Uncorrectables are virtually zero.
EG
Expert
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110.2K Messages
4 years ago
I'm going to escalate your issue to the Comcast corporate employees that are available to these boards. They will be able to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.. You should get a reply here in your topic. Good luck !
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XfinityEva
Official Employee
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1.6K Messages
4 years ago
Good morning @gk1227! Thank you for reaching out through our XFINITY Community Forums and like EG mentioned we will be able to make sure everything is correct and updated on your account changes and equipment for you and also assist with your Xfinity app issues. Please send us a private chat message using the Peer to Peer chat on the top right of this page. Make sure to select 'Xfinity Support' when prompted 'To:'
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gk1227
Contributor
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50 Messages
4 years ago
Have now spent 6 solid days with 22 pages of interactions on this issue. Had a technician visit 5 days ago. Technician spent 1 1/2 hours replacing connectors and filters. No change. Still at 275-300 down and 18 up. Support is going in circles asking the same questions and taking the same steps (refresh signal) over and over again. Now support wants to schedule *another* technician appointment (apparently the first visit was with the wrong type of technician???). Beyond irritated at this point.
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user_4433ef
Visitor
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1 Message
4 years ago
Funny because I noticed the change quick, a drop in speed, when I went from my "old & outdated Arris" I had since 2018, to the new white tower looking xFi modem....MY ARRIS WAS HECKA FASTER!!
Not only that, I was on a regular, internet only, 100mbps plan for $50/month.
That expired in April, I switched to blast
Plan: Blast! Pro + Internet
Download Speed: 400Mbps
Upload Speed: 10Mbps
for $80+/month -->Much slower loading now in every aspect...movies, music, games, even my eating apps run sluggish!
I've called 2 times, hours on phone, I'm [edited for language].
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user_1aed42
Visitor
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15 Messages
4 years ago
I feel like there is a serious issue here. Your story is almost exactly like mine. I have 94 screenshots of chat and over 40 hours on the phone all with no fix. 2 techs have been to my house and still no fix. On a Arris sb8200 issues started when i upgrade to 800 from 400. Modem wont even take the bootfile from comcast... it connects but just slow and connection not consistent.
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gk1227
Contributor
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50 Messages
4 years ago
Another 1 1/2 hours on the phone with tech support again this morning. Still getting only 275-ish. While tech support was on the line... tested the sb8200 direct-connected to a pc with a gigabit card - result below 250. Reconnected it to the router. Test result - 275. Connected a sb6141 modem and provisioned it. Test result - 250 (modem is capable of about 340). Reconnected and re-provisioned the sb8200. Test result - 275. Scheduled a second tech visit.
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dave_doty
Visitor
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9 Messages
4 years ago
same issues here..... the good news is, Ive earned a badge. woo hoo!
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Chrisan
Regular Visitor
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9 Messages
4 years ago
You guys should be happy. I'm on the 1Gb plan and get less that 100MB on my main desktop, hooked up via wired connection. LOL. I'm almost beginning to think the Xfinity enhanced speed plans are nothing but smoke and mirrors. Anybody really getting those speeds?
I went to my own modem and separate router (both are 1Gb capable) only because Xfinity re-set my old modem/router a couple times and it screwed up some port forwarding and such I had set up. Brought down my whole home automation set up. But the speed results were the exact same with the old Xfinity supplied equipment. I called Xfinity to cancel the 1Gb plan but they told me I got the 1Gb plan "on sale" and it would actually cost me more to go to a plan with lower speed. LOL. Ya gotta love it.
I haven't talked to Xfinity about this in a while but maybe I'll get brave and give them a shout again. Although I'm sort of dreading it .....
Chris
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