Lvl 1 support keeps blaming CM2000 after reprovision broke speeds
Honestly wondering if anyone here has dealt with something similar because support has been useless so far and this reddit seems like the only way to get help.
So on May 3rd I started service with Xfinity on the 2 Gig plan. When my CM2000 was first provisioned, everything worked perfectly. I was getting around 1700 Mbps hardwired on my PC consistently. This was great since my wife and family was on the internet and I was still able to pull these speeds.
About 4 days later I had a billing issue that temporarily cancelled my service. I fixed it the same day and the service came back on, but I noticed the modem had clearly been reprovisioned/reset after that happened.
Ever since then my speeds dropped to around 400-600 Mbps hardwired. I factory reset the modem, reactivated it through the app, swapped Ethernet cables, tested directly wired, etc. Still the same speeds. Same modem, same AX6000 router, same cables, same PC, nothing changed.
I thought maybe somehow I got put on the wrong speed tier after the reprovision, but I checked and I’m still paying for the 2 Gig plan.
What’s driving me crazy is Level 1 support keeps blaming my router or modem even though this exact setup was pulling 1700 Mbps literally days earlier before the reprovision happened. One rep even mentioned the modem rejecting the boot/config file.
They also sent a tech out to check the coax line and signal levels and he said everything physically looked fine.
The other frustrating part is they keep saying they’re “making a ticket” or “escalating it,” but I never actually get connected to anyone higher level and the tickets just get closed with “customer equipment issue.”
Has anyone else had Xfinity reprovision a CM2000 and suddenly lose speed like this? Feels more like some provisioning/profile issue than my hardware suddenly deciding to stop working overnight.