3 Messages
xFi Complete, Gigabit, and Mid-Split
I've been a long time subscriber to the Gigabit plan, which has a 20 mbit upload (and around 800 mbit download), using an Arris S33. I recently received emails and texts saying that my speeds had increased, but that I may need to restart my modem to get them. I assumed (maybe mistakenly) that this meant the mid-split update had completed in my area. After reading lots of posts in the forums, I saw that the S33 doesn't support the upgraded speeds, so I went to the local store and picked up the xFi gateway in order to get the updated uploaded speeds. I've converted over, and not only is my upload speed still capped at 20mbit, but my download speed from multiple speedtest sites have degraded substantially, where they start at 800, and then drop down to around 500 after 2-3 seconds. I tried reaching out to support through chat and phone, and wasted several hours. None of the support reps even had heard of mid-split or knew anything about it.
At this point, I'm considering just returning the gateway and setting my S33 back up, but wondered if anyone else had any advice.
Accepted Solution
XfinityLinda
Official Employee
•
1.8K Messages
1 year ago
@user_shqzsp Thank you for connecting with us here in our community. I'm sorry to hear about your experience trying to get assistance with your new speeds. We are very excited about our next generation speeds, and it sounds like you are too. We would definitely have to pull up your account first to confirm your upgrades are in place. If they are and there is something happening in the area, we can look into that for you as well. Would you please send us a Direct Message with your full name and address, so we get dig a little more into this for you? We look forward to your message.
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