Do I need a new modem with my upgraded service? Speeds have tanked

[Uncarved]

I was getting 40-50 speeds with my BLAST service and then I upgraded to EXTREME internet. Ever since my speed tests are now under 10. I had faster service with BLAST than EXTREME.

Nothing but the modem, no router.

Nothing else has changed.

Spoke to agent via chat and they sent a new "bootfile" to the modem and I restarted everything and the speeds are the same under 10. It's very difficult with the slower speeds especially since I've been paying for the faster service.

Do I need an upgraded modem? They didn't say anything about it when I upgraded the service.

The account page says I have "ARRIS Group, Inc. TG1682G" modem.

thanks for any reply, this is a mystery and all agents want to do is refresh my service and it doesn't do a thing.

[EG]

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@Uncarved wrote:

Nothing but the modem, no router.

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FWIW, that device is a combination cable modem / router. It's called a gateway device. That said, Is this with a WiFi connection ? If so, for a test, does a computer hardwired directly to the gateway device with an ethernet cable have the same problem ?

[Uncarved]

I will have to see.

Literally only do wifi connection and the 45 or so mbps a month ago, called to upgrade, power cycled and boom its been at 10 ever since.

Just wondering if I needed a new modem. I upgraded the internet and took off the voice so I didn't know if another modem may give me the faster speed.

[jlavaseur]

With the tg1682g, I have gotten roughly on wifi, 600 Mbs, so your gateway is very capable of the speeds you require

[EG]

FWIW, everyone's local WiFi evironment can be radically different. ...

[Uncarved]

tech coming out. hitting 8mbps now on Extreme internet 300mbps plan.