Visitor
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1 Message
Upgraded Internet Plan to 2 Gig, cable modem stuck on previous config file
I recently upgraded my Internet Plan from 1 Gig to 2 Gig, but it appears my Arris S34 cable modem is stuck on the previous 1 Gig config file.
Live chat agents were able to verify that my currently active cable modem config file is "d11_m_s34_genxmgig_c01.cm", which is the old, incorrect, config file. Live chat agents said the new, correct, config file should be "d11_m_s34_genxmgigx2_c01.cm". They tried re-provisioning and other methods, but none were able to get the config file on the modem to properly update.
A reddit post from another Arris S34 user ran into a similar issue:
Boot file, special code: It seems I was not getting the correct boot file when my modem restarted, but a "special code" can help force the right boot file to be sent. Here is a quote from the support rep: "I have a code that I can add to try and force the correct bootfile to come through. We add that in our billing system but it doesn't change any details of your plan or pricing. This will cause the modem to provision again and reset. This should get the faster speed coming through when you are back online.
Can we try manually forcing the correct boot file?
XfinityMarshante
Official Employee
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419 Messages
7 days ago
Hello @user_mlr, thank you for taking the time to leave a post. Sorry to hear that you are having issues getting the correct speed to update your modem. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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