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user_5dd7a8
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3 Messages

Monday, November 18th, 2024 9:24 PM

Modem re-provisioning

I've changed my plan from a 400/10 plan to a 500/20 plan, but I am still stuck with the 400/10 speeds. I do not believe this is an issue with the modem or my network hardware as the speeds are consistently close to the plan maximum speeds (~385-396Mbps down and 9.5-9.8Mbps up) even with my router bypassed and a laptop hardwired into the modem. I am using an Arris S33 modem, so it shouldn't have any issue, and the signal power and SNR for the down and up channels all look good. My conclusion from this is that I need to have my modem re-provisioned to accept the new speeds for my plan. Is there anyone that could help me have my modem re-provisioned?

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3 days ago

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EG

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107.1K Messages

3 days ago

First. Have you tried power-cycling / re-booting the modem by unplugging it from the power outlet for 25-30 seconds ? This will force it to pull any new speed configuration file that may be queued on the server ? Be advised that it will not be present if a Comcast employee hasn't programmed in the new data in yet.

(edited)

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user_5dd7a8

Visitor

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3 Messages

Yes, I've power cycled the modem several times, and reset it from the Xfinity support website as well. When the speed change happened, it did go through the normal reset process that happens, but since then there has been no change in my bandwidth measurements.

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3 days ago

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XfinityLinda

Official Employee

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1.4K Messages

@EG Thank you for your assistance! 

 

@user_5dd7a8 We appreciate you reaching out for assistance here in our community. You have come to the right place for pros like @EG and your Digital Care Team. We can definitely review your account to see what is happening with your speeds. Just to confirm, when did you place the order to upgrade your plan? Did you receive the confirmation email for your order? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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3 days ago

user_5dd7a8

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3 Messages

The order was done on 10/17/2024, yes I did receive an email confirmation of the order.

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3 days ago

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XfinityLinda

Official Employee

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1.4K Messages

@user_5dd7a8 Oh, it has been a while. Thanks for confirming the information. In order to review the account and troubleshoot, we'll need for you to provide your full name and service address via Direct Message. We'll assist there.

 

To start a Direct Message: Click "Sign in" if necessary

• Click the "Direct Message" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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3 days ago

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EG

Expert

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107.1K Messages

3 days ago

OK I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to check the provisioning and that the correct config file for your subscribed to speed tier gets pushed to the modem. Good luck !

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