Upgrade from 75mbps to 400mbps over a week ago, no increase in download speed.

[iloveterps831]

I upgraded my service from 75/5 to 400/10 a week ago and have yet to see an increase in speeds.

I am seeing a download speed of 90mbps when tested through speedtest.net

I am using a Arris Surfboard SB6190 > Orbi Router > netgear 5 port network switch to the device. All devices connected to the switch and wifi networks are receiving the same speeds.

I have spent 4-5 hours on calls with support lines and in the brick and mortar stores with no resolution in sight. I would prefer to keep my modem as its one of the approved options for the plan I have and I would like to avoid renting a modem from Xfinity as it offers no added functionality to the service over the one I currently own outside of Docsis 3.1 which I would not be taking advantage of with a 400/10 plan.

Any assistance would be greatly appreciated.

[EG]

For a test, what speeds do you get with a computer hardwired directly to the SB6190 ?

What is the upload speed ?

[iloveterps831]

The upload speed when connected to the modem directly is still 10mbps upload

[iloveterps831]

The upload speeds are also consistent @ 10mbps on my phone, when using my PC through the switch (hardwired Cat5e), through the Orbi router. The download speeds also are consistent @ 90mbps on all devices regardless of configuration.

[EG]

What is the model number of the Netgear switch ?

[iloveterps831]

GS605v5

[EG]

O/k that's a gigabit capable switch so that's not the problem.

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 !