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Internet Speed -Not getting plan speeds- Need Customer Service terminology help

Frequent Visitor

Internet Speed -Not getting plan speeds- Need Customer Service terminology help

Hi. A few months ago, we upgraded to the 600Bps plan to help with 4 people with multiple devices working/schooling from home.  We bought a brand new Arris T25 3.1 modem

A few weeks in, we were having issues because they never provisioned our Voip services properly on the new plan.  So we had no 'landline' and no access to voicemail.  They fixed that 

I have been running the Xfinity Speed test from my Desktop computer that is hard wired directly to my modem.   It rarely hits 300bps in the Xifinity speed test -- 

I need to call customer service -- What is the correct lingo/terminology to get our modem provisioned correctly for the 600bps plan ? I realize 600 if goal, and most days won't be that high -  but I would expect to get somewhere between 300 and 600 when we are paying for the 600 plan

Frequent Visitor

Re: Internet Speed -Not getting plan speeds- Need Customer Service terminology help

This is my test today -- numbers are about average if I run it duringthe day, at 2am, at 10pm -- it says blazing fast -- but I am paying for the 6-00 service - I would expect more 

 

Xfinity Speed.JPG
Expert

Re: Internet Speed -Not getting plan speeds- Need Customer Service terminology help

Try calling 1-800-comcast and ask a rep to completely remove the modem from your account and to "re-provision" it from scratch. Also ask them to confirm that the provisioning and account data in their database is correct and complete and that the correct configuration / bootfile for your subscribed to speed tier is being pushed to the modem.



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Frequent Visitor

Re: Internet Speed -Not getting plan speeds- Need Customer Service terminology help

thanks - That will help them understand me better ! 

Expert

Re: Internet Speed -Not getting plan speeds- Need Customer Service terminology help

Good luck with it !



I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
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!