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Modem Suddenly Not Compatible?

PeregrinoHTX
New Poster

Modem Suddenly Not Compatible?

I have never had problems, although I will admit my speeds have never approached 1gbps.  I assumed this was just garbage service from xFinity.

 

I live in Houston.  We got our electricity back on Wednesday, and Internet service soon followed.  However, since the storm, my connection drops often, and I have to power off and reset my modem constantly.  I contacted tech support via chat, and they told me that everything is fine, but that I need a new modem because mine is not compatible with xFinitiy 1gbps service.   He said that the DOCSIS 3.0 does not support 1 GBPS.  Supposedly my modem is only compatible for 450 mbps, which is about the speeds I get.    Now he is telling me that because the modem is the problem, it will cost me $99 for a tech to come out.   I did not have ANY problems before this ice storm, and I do not believe in coincidences.   

 

The box of my modem says it is DOCSIS 3.0 with 1GBPS speeds.  So is the xFinity tech lying to me, so that I will buy the xFinity modem, or is he just stupid?  At this point I would drop xFinity if there were any other options but they have a great monopoly so I am stuck. 

 

Modem:  Arris Surfboard Model SVG2482AC

 

EG
Expert

Re: Modem Suddenly Not Compatible?

They are correct. You'll never get gig speed with that modem. It is only DOCSIS 3.0 capable. A DOCSIS 3.1 capable modem is required. It doesn't matter what the manufacturer's inflated rating is.



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PeregrinoHTX
New Poster

Re: Modem Suddenly Not Compatible?

ok so false advertising, not to mention that xFinity is the one who recommended this modem!

 

still, this doesn't solve the problem of me losing connection constantly.  It has never done this before.