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HDRock

Contributor

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38 Messages

Thursday, March 13th, 2025 4:13 PM

We're giving you faster speeds – at no extra cost

I received an email saying they are increasing my speed for free but I'm not getting any faster speeds .

In fact I don't think I'm getting what I was already supposed to.

I have Gigabit Extra Tier and the Maximum speed I get is 970 download , Connected via Ethernet cable

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Updated 

2 months ago

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ITGuyFX26

1 Message

2 months ago

I made a change to my service several weeks ago and was told I could expect a bump in speed from 500 to 800 down.   Never happened and then today I get the same email that you did.  Like, thanks for taunting me.  I'm already aware that it didn't work.

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XfinityJeniece

Official Employee

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3K Messages

Hey there, ITGuyFX26, Thanks for reaching out through Xfinity Forums regarding your account. We would be happy to help with your internet speeds. I work from home and do a lot of streaming, and I know how important it is to have the right speeds! You have reached the right place! 

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
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.

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

0

eg7789

12 Messages

2 months ago

I haven't seen an increase either, nor received an email.

Sub sole, nihil novi est.

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dls6982

Visitor

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4 Messages

2 months ago

If you got the same email I just got, it specifically says faster UPLOAD speeds, not download speeds.

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HDRock

Contributor

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38 Messages

@dls6982​

Well the title of the email I got is this

We just increased your download speeds.

This is the rest of the email.

Bringing customers like you the best in-home WiFi experience is our top priority. That's why we’re excited to give you download speeds that are 100 Mbps faster, so you can do more of what you love.
Here’s the best part: These faster speeds are included with your current internet plan at no extra cost.

(edited)

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2 months ago

user_o0q239

1 Message

@dls6982​ Really???

We’re giving you faster speeds – at no extra cost
Your download speeds are now 100 Mbps faster – and your upload speeds are faster too!


However, I've checked my statements from one year ago, and checked what my current plan is - one year ago: 500/20; current? 500/20.

So, if they increased my download speeds, I should be showing 600 Mbps for my plan, but, I'm not.

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2 months ago

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XfinityRay

Official Employee

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2.8K Messages

HI there, user_o0q239! We would be happy to further check on why that faster download speed is not coming through. There are 2 types of upgrades which is where the difference in this thread is coming from.

We have the Next Generation or Enhanced Speed upgrades going on which increase the upload speed. Your notice was from our automatic speed upgrades which affect the download speed. I will need to check some things on your account to figure this out.

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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2 months ago

0

zandor60657

Contributor

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204 Messages

2 months ago

I got that faster downloads announcement a couple of days ago, and it looks like I actually did get a speed increase.  I was on the 1200Mbps plan, so now it's 1300.  I used to get ~1400-1440 on a good day, last test was 1540.  All this is on a cabled connection, using a mix of 2.5Gb & 10Gb.

Note that Comcast's speed test servers are not always the fastest.  You'd think they ought to be, but any time I get a low result I try a different one, usually Ookla... unless it's really slow like after the last outage.  Modem reboot took care of that one.

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XfinityDena

Official Employee

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3.2K Messages

2 months ago

Thank you for reaching out @HDRock Are you using your own modem? You would want to visit the link: https://mydeviceinfo.xfinity.com/ to check on compatible modems. As long as the modem is a modem/ router combination you would not need to get separate equipment. I want to let you know that there are great benefits to using our Xfinity modem https://www.xfinity.com/support/articles/why-rent-wireless-gateway. 

 

If you have our Gateway you can test the speeds to the Gateway using the Xfinity app (https://www.xfinity.com/support/articles/test-speed-to-gateway-xfinity-app) 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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HDRock

Contributor

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38 Messages

@XfinityDena​ Yes I do use my own modem it is a Netgear Model CM2000

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2 months ago

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XfinityDilary

Official Employee

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2.2K Messages

Thanks for verifying that information, @HDRock. Let's take a look here and see what's going on with the increase. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

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2 months ago

0

ssunman

New Poster

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5 Messages

2 months ago

It might be a simple matter of unplugging the modem for a few seconds and then power it back up.  Thats worked for me for the last couple of speed increases.

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BruceW

Gold Problem Solver

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26.4K Messages

2 months ago

... Gigabit Extra ... 970 download ... Netgear Model CM2000 

The CM2000 should deliver the Gigabit Extra download speeds. But if you are using a router with only Gigabit Ethernet ports or if your endpoint device has only a Gigabit Ethernet adapter you'll only see 940 Mbps or so download.  Also, note the CM2000 is not rated by them for the faster upload speeds introduced in 2023. For that you need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group at the top of the "All Compatible Devices" PDF linked near the bottom of https://www.xfinity.com/support/devices (at the moment that link points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time):

  • Hitron Technologies CODA or CODA56
  • Netgear CM2500, CM3000, or CBR750
  • ARRIS/Surfboard G20, G34, G36, G54, or S34
  • Ubiquiti UCI 
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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HDRock

Contributor

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38 Messages

@BruceW​ Thanks for the info I probably should have mentioned what router I have it is an Asus GT-AX11000

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2 months ago

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NoNoBadPuppy

Problem Solver

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554 Messages

2 months ago

I received the same email as everyone else, and my speeds increased. First step should *ALWAYS* be rebooting the modem.  If you are using a third party modem, it may take a while for it to be re-provisioned for the higher speeds. 

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