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colleeny
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Friday, May 8th, 2026 12:40 AM

XB10 modem not reaching near the speeds of new 2gb/2gb plan

New customer today and picked up modem for my selected 2gb down/2gb up plan. However my speeds are reaching only 1gb down, 96 mbps up. Those were my speeds from when I was a customer almost 2 years ago. Could it be the old provisioning carried over to the new account? 

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3 months ago

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XfinityVianney

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3 months ago

Hi, @colleeny.

Thank you for creating a new post to help us get started. I see you got the new XB10; however, you seem to still be achieving the same 1 GB speeds as before. I did check the bootfile, and I can confirm it's correct. It lists what we should have for the equipment and full duplex speeds. If this is a new account, the old provisioning wouldn't carry over since you'll get a new account number and equipment. Have you tried any troubleshooting since you've gotten the device home? Would you be open to me sending a signal to help update the device profile in our system? You'll be offline for a short moment, but you'll be up fairly quickly.

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colleeny

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10 Messages

Yes, please send a signal

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3 months ago

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colleeny

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3 months ago

Yes, can you please send a signal?

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XfinityVianney

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@colleeny, you got it :). The code has been sent. I would attempt a speed to gateway test using the Xfinity App once you're back online. Based on what I see, the levels at the home are solid. I'll be on standby.

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3 months ago

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colleeny

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Same low speed after the test

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3 months ago

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XfinityAmandaB

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Thank you for the update. If you are still not seeing any improvement, the next step we would recommend would be to have a technician come out to take a look. Did you need assistance with getting an appointment set up?

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3 months ago

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colleeny

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Thanks Amanda, I can get that set up.

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3 months ago

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XfinityAmandaB

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Of course, @colleeny ! Let us know if you have any issues setting that up or if you would like us to follow up; we are always happy to help make sure you are squared away. 

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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3 months ago

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