New problem solver
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4 Messages
Plans For Supporting "Next Gen" Upload Speeds On Customer-Owned Modems?
Our location recently got an automatic upgrade of our upload bandwidth and speed as the "next gen" project rolled out in our location. We have the standard plan with 100 Mbps down so we enjoyed the bump from 25 Mbps upload to 100 Mbps upload.
Then we got and installed a modem on the list of compatible devices (https://business.comcast.com/support/article/internet/comcast-business-cable-modem-device-compatibility) and returned the Comcast gateway to save on the monthly lease fee.
Then we noticed our upload bandwidth and speed returned back to the previous speeds - the "next gen" upload bandwidth was gone and back to 25 Mbps. I checked with our rep who said the project had indeed rolled out at our address but he didn't know why we weren't getting the increased upload speed.
I talked to support who confirmed that a Comcast gateway is required to get the "next gen" upload bandwidth speeds. I never saw this documented anywhere.
Are there any plans to waive this arbitrary requirement? I'm sure my particular device (Arris SB8200), and likely others on the cable modem device compatability list (https://business.comcast.com/support/article/internet/comcast-business-cable-modem-device-compatibility) can support the "next gen" upload bandwidth speeds from a technical standpoint.
As it stands now, it is an effective $19.95/month fee (+ installation fee) to utilize the "next gen" upload bandwidth speeds due to this needless requirement.
Accepted Solution
user_3899c6
New problem solver
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4 Messages
1 year ago
Just as a public follow-up: in my direct message, what I detailed was confirmed (that you need a comcast business router to access the "next gen" upload speeds). In addition, I was told:
"If this changes in the future, that communication will be sent out to our customers."
I'm still wondering if I can get any comment on "why" this restriction exists and if any plans exist to change this policy in the future.
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Comcast_Amira
Official Employee
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57 Messages
1 year ago
Hello @user_3899c6! Thanks for taking the time to reach out on our Business Forums. We value you as a Business customer and my team is here to support you. To double-check things for you on our end, please send us a Direct Message. To send us a direct message;
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user_3899c6
New problem solver
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4 Messages
2 months ago
10 months later, I still regularly get emails from Comcast claiming "To access these speeds, you can exchange your current modem for an updated one today at no additional cost." which is just not true...
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