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Wrong modem installed?

Regular Visitor

Wrong modem installed?

I just upgraded to gigabit on Tuesday. Tech installed XB3. Averaging high 400s on speed test. Checking my account device info. The XB3 is labeled not capable of gigabit. Should he have installed the XB6.

Expert

Re: Wrong modem installed?

Yes, you need an XB6 for gigabit speeds.

 

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Regular Visitor

Re: Wrong modem installed?

Thanks Nerdburg

Official Employee

Re: Wrong modem installed?

Hi, mustang69boss. Thank you for reaching out and I'm sorry to hear about the modem discrepancies. In order to achieve a Gigabit level of speed, it does require an eligible Docsis 3.1 Advanced Gateway. I can help you get this squared away. Go ahead and send me a private message with your name and we'll continue from there.

 

To send a private message, please click my name "ComcastMorgan" then select "Send a Message" on the right side.
 

Thank you!

 


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Official Employee

Re: Wrong modem installed?

Hello again, mustang69boss. I was a pleasure working with it. I'm glad we got the modem issue cleared up and that you're back on track as far as that goes. We discussed a few other things and came to a conclusion on next steps. I know you currently use our My Account app/website portal, keep in mind we have our Xfinity Stream TV app as well. Thank you for your time, take care. 


I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!