On Feb. 03 I upgraded my connectivity to Deluxe 50/10... I see the new speed reflected in the Services section of my online dashboard, but I am still receiving the previous plan's speeds, as confirmed at speedtest.comcast.net.
I have cylced the power on my modem as instructed when calling 1-800 Support, but this did not resolve the matter... does an admin need to remotely access my modem to configure the new speed?
Hi rblackford. I apologize for issues you've encountered with this. The Deluxe 50/10 package requires a DOCSIS 3 device. Currently this account has an SMC8014 DOCSIS 2 device. It will be necessary to replace the device with a DOCSIS 3 capable device in order to achieve the 50/10 service level. The Business Service Center @1-800-391-3000 can schedule a service call to replace the device at your convenience. We can also assist with the service call.
Thanks so much for the assist John - I'll give the Business Service Center a call back on Monday now that I know the exact request to make of them. I appreciate your monitoring the boards and helping us out!