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NOT GETTING SPEED PAYING FOR.

Regular Visitor

NOT GETTING SPEED PAYING FOR.

Hello, I just upgraded my internet from 150 Mbps to 250 Mbps. Now after upgrading, I did a speed test and got 30 Mbps. so I called and the women told me my modem isn't high-speed modem and would have to rent one from them.   that is completely untrue. I have an arris sb6190.  Now after thinking about this overnight, it has come to my attention that all this time I paying for 150 Mbps I never received more than 75 Mbps and obviously now I am paying for 250 Mbps and the same thing is happening. Does anyone know what I can do?

Silver Problem Solver

Re: NOT GETTING SPEED PAYING FOR.

First thing I'd do is connect a computer directly to the modem by ethernet, leaving out any router you may have connected. You would have to powercycle the modem when changing the device directly connected.

Also check the computer connected has a 10/100/1000 gigabit port, not 10/100 fast ethernet.

 

Do you have Extreme 250/20 or Blast 250/10? What upload speed do you get?

Regular Visitor

Re: NOT GETTING SPEED PAYING FOR.

sorry for the delayed response. yes, it is a 1000 ethernet port.  I have hoked the computer (Chromebook) as well as my ps4 directly to the modem and the computer ner gets more than 82mbps and the ps4 never more than 54mbps.   I have called arris and they told me Comcast limits the arris sb6190 to 74mbps. I have read many articles here and it doesn't seem to be the case. of course, Comcast tells me the only thing they can do is rent me there modem. 

Silver Problem Solver

Re: NOT GETTING SPEED PAYING FOR.

What upload speed do you get?

Regular Visitor

Re: NOT GETTING SPEED PAYING FOR.

no more than 12mbps.

Silver Problem Solver

Re: NOT GETTING SPEED PAYING FOR.


@GNX23178 wrote:

no more than 12mbps.


Try this:

https://forums.xfinity.com/t5/Your-Home-Network/Xfinity-Internet-Connection-Troubleshooting-Tips/m-p...


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Expert

Re: NOT GETTING SPEED PAYING FOR.

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. Good luck !



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Regular Visitor

Re: NOT GETTING SPEED PAYING FOR.

HAHA, you said good luck..  you don't seem to be too confident lol.  just spoke with Comcast as you advised and they are sending a tech to check the wires outside. she said she removed and re-provisioned the modem and boot file looked good still only getting 54mbps.