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rgrindley
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Wednesday, April 10th, 2024 1:42 PM

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Upgraded to 300x20, still getting 200x10

I have an FCC-approvwd SamKnows whitebox to constantly monitor Internet performance. I used to have 200x10 service, with monthly SamKnows reports confirming this. Xfinity said they upgraded me to 300x20 service a couple months back, but the SamKnows clearly shows nothing changed. I have a T25 cable modem with DOCSIS 3.1, I have reset it, and can see that OFDM is active. But still getting 200x10.

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1 year ago

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XfinityThomasC

Official Employee

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2.5K Messages

1 year ago

Hello, @rgrindley Could you please send our team a direct message with your full name and full address? To send a direct message: 1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 2. Click the "New message" (pencil and paper) icon 3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line) 4. Type your message in the text area near the bottom of the window 5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
 
 
 
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EG

Expert

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110K Messages

1 year ago

@rgrindley @XfinityThomasC 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

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XfinityKatie

Official Employee

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744 Messages

1 year ago

@rgrindley Thank you for taking the time to chat with our team and work on remote troubleshooting. While it is not ideal we weren't able to get your speeds up to the higher speeds after a provisioning signal, resetting the modem, and making sure you had the correct bootfile, I am glad that the speeds you are currently getting work for your needs! If you do change your mind and are open to a technician coming out to further investigate your connection issues to ensure no on-site issues are causing the problem, please let us know! Outside of that, our team will be here to help out with anything else you may need.

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