Visitor
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4 Messages
Upgraded plan—now says tech required
I just upgraded to 900Mps and once the modem came back on line. The app told me that there was an issue slowing down the speed (it ran at just under 300Mps).
The app now shows the modem as offline (even though it seems to be working). It also states that a tech visit is required to solve the issue.
I’m just wondering what it COULD be.
Unless it is some kind of a hardware issue…why would I need a tech visit?
Any thoughts?
thanks!
CCElizabeth
Problem Solver
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908 Messages
3 years ago
Hello @user_1b27c3! Thank you for taking the time to create this post for our Xfinity Community Forum! We understand how important it is to know that your connection and equipment are running properly in your home. You're in the right place for help with these questions!
A couple of things come to mind right away as I am reading your post:
1. Any time a change is made to your account, like a service upgrade, it may take the Xfinity My Account app some time to reflect those changes. A good rule of thumb is to allow 72 hours after making an account change, for the dust to settle.
2. Some upgrades in service may require an equipment upgrade. Your modem is rated up to a certain speed of internet, so you may need to upgrade it as well with the speed increase.
Do you rent Comcast equipment or do have your own? What is the make and model of your modem? Do you use a separate router, or is it a 2-in-1 gateway?
Thanks for answering these!
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