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Xfinity says my modem is too slow for my maximum service speed -- are they right?
I have an Arris surfboard SVG2482ac, from about 2020. I use it with Xfinity/Comcast Cable. I recently upgraded my Xfinity from 500 Mbps to 1000 Mbps. After doing this, Xfinity sent me an e-mail saying that they checked my modem and determined that it cannot support the maximum new speed of 1000 Mbps. I checked the technical specs for the Arris surfboard SVG2482ac and I found conflicting information -- some places say that it can support 1000 Mbps, others say 800+ Mbps. So what is the deal here -- is Xfinity right, and I need to upgrade my modem if I want to get the full 1000 Mbps service, or are they wrong?
BruceW
Gold Problem Solver
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27K Messages
10 hours ago
Manufacture's speed specs are almost always higher than the speeds Comcast/Xfinity lists. The SVG2482AC is not compatible with Gigabit internet service. Comcast/Xfinity rates it for wired download speeds "up to 857 Mbps". It isn't compatible with their "enhanced" upload speeds either.
Follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned, and then under the "Compatible Modems" or "All compatible modems by brand" headings click the Arris list.
Using devices on Internet speed tiers for which they are not compatible with tends to produce unexpected results, often speeds well below the ones you are paying for. AFAIK Comcast/Xfinity has never said how they provision devices operating on speed tiers they're not compatible with. All I can tell you is that many customers who tried it have reported that they don't get full speed. There's a tendency to think the device will operate at the maximum speed it is capable of, but that doesn't seem to be the case. Instead, incompatible devices often seem to be provisioned to run at speeds well below what they should be capable of.
Suggest you either get a device compatible Gigabit, or drop back to a plan speed for which the SVG2482AC is compatible.
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