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BlueBeetle
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Conversationalist

Regular Visitor

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6 Messages

Wednesday, January 17th, 2024 7:09 PM

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Wrong Modem listed on Xfinity

My Xfinity App thinks that I have the ARRIS TG862G cable modem but I have the Netgear CM1150V DOSIS 3.1 cable modem instead for the past 5 years.

Everything seems to be working fine.  I'm getting great download speeds but my upload is only about 24 Mbps (I wish it was higher as I think my modem is capable of more) and the signal quality has recently been fantastic after some recent work/upgrades.

I tried reactivating my modem but it still thinks I have the ARRIS TG862G.  I did a search on this modem (to see what it looks like) and I don't think I ever used that modem so I don't know why it would be listed on my account.

Is there anyway to fix this problem?  I'm hoping this is the reason why I can't get more than 24 Mbps upload speeds.  It would be cool if fixing this issue would magically increase my upload speeds to around 100 Mbps. :)

Question

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Updated 

1 year ago

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BlueBeetle

Regular Visitor

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6 Messages

1 year ago

I've tried several times to activate a new device to clear up this problem but even after successfully activating my Netgear CM1150V modem, the Xfinity App still thinks I have an ARRIS TG862G modem.  Is there anyway to fix this?

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XfinityKrista

Official Employee

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1.5K Messages

Hello @BlueBeetle, thank you for taking the time to reach out on social media.  I understand your concern with the modem, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat 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.
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1 year ago

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BruceW

Gold Problem Solver

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26.3K Messages

1 year ago

... the Xfinity App still thinks I have an ARRIS TG862G ...

The app is hopelessly broken. I changed my Internet plan 18 months ago, yet the app still shows my old plan as my current plan. I'm not Comcast so I can't say for sure, but as best I can tell this particular bug, while annoying, doesn't actually affect your internet service.

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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