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user_bc9889
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3 Messages

11/11/2026 3:45 AM

Internet Download and Upload Speeds Not Close to Plan

Hello,

My issue is that my internet download and upload speeds are nowhere near what my plan states. Below is a screenshot of my current internet plan. I've reset my router many times (I have an ARRIS SBG10 router) and have run internet speed tests; they average around 150 Mbps - 170 Mbps download and 0.5 Mbps - 1.5 Mbps upload on a CAT6 Ethernet cable.

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2 days ago

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XfinityJosephA

Official Employee

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2.6K Messages

4 days ago

 

user_bc9889 it's always possible the issue is the modem. How long have you seen this speed and have you seen the modem drop offline at all? The SBG10 is only going to work with lower speed tiers as of today. 

 

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user_bc9889

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I've had a couple of times where my internet dropped offline once every couple months or so but it was usually due to outages in the area or randomly, which I figured was some hiccup, but I didn't notice any significant slowness.

However, I've recently returned to my apartment after spending some time away and noticed slower internet than before. I decided to run internet speed tests to make sure, and it led me to post here.

I've looked through the links that were provided below for compatible modems and I've gotten myself an Arris G34, and it is currently set up. However, I am still getting similar slow speeds that are not anywhere near what I'm paying for.

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2 days ago

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XfinityCliff

Official Employee

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893 Messages

Hello @user_bc9889, and thank you for reaching out here on our Xfinity Community forums.

We appreciate you following up and letting us know you've already replaced your ARRIS SBG10 with the newer G34. We understand how frustrating it must be to invest in new equipment only to experience the same slower speeds.

Since the issue persists with your new modem, we'd like to take a closer look at your account, modem provisioning, and signal levels to help determine what's affecting your connection.

Please send us a Direct Message* with your full name and complete service address so we can investigate further.

We're happy to help you get to the bottom of this!

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2 days ago

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BruceW

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27.8K Messages

4 days ago

@XfinityJosephA wrote: "... The SBG10 is only going to work with lower speed tiers as of today."

Worse, the SBG10 is no longer compatible with Comcast/Xfinity Internet service. Follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned, and then check the devices listed under the "All compatible modems by brand/Arris" heading. The SBG10 is no longer listed there. When it was last listed as compatible it was approved for use with plan speeds "Up to 392 Mbps".

(edited)

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XfinityJosephA

Official Employee

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2.6K Messages

@BruceW​ that looks correct, it's only providing service in this situation because it's already active on the account. So, it's Grandfathered in. 

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4 days ago

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BruceW

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But it's not capable of delivering the full speed the customer is paying for, is it? And AFAIK Comcast/Xfinity has never said how they provision devices operating on speed tiers they're not compatible with, but customers who tried it have reported that they don't get the results they expected. There's a tendency to think the device will provide the best performance it is capable of, but that doesn't seem to be the case.  

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4 days ago

user_bc9889

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Thank you for the insights. I'll upgrade the modem; hopefully there's an improvement and the speeds are closer to what I'm paying for.

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4 days ago

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XfinityRaf

Official Employee

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1.7K Messages

Sounds good. Let us know if you need any help to activate it when you do. If you head over to https://www.xfinity.com/support/internet/customerowned, you can see a list of compatible modems. 

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We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 days ago

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