Gigabit internet broke my speed!

[Danstona]

So I recently had my account moved from 500u ignite internet to the 1.5gb ignite internet on a promotion. It was almost immediately after the phone conversation where the csr told me the modem would reset to complete the changes... that our speed went from seeing 300-650mb down to 30-330mb and causing Disney+ to freeze. The only temporary fix I can get to do anything is to un plug the TV and modem for a minute, then I can get speed back slightly alive 300mb, but no where near the offered and paid for 1.5gb. I'm pretty sure I have the xb6 white tower modem and think the switch caused an issue, or my line is not capable of the offered speed.

[RogersCorey]

Good morning Danstona!

My name is Corey and I apologize for the experience you're having here.

I can say with confidence that if you're still using the XB6, that is the culprit for your issues here. The XB6 is not compatible with our fastest speeds and we would need to upgrade your modem. Again, I am sorry, the agent that performed the upgrade should have made arrangements to have your modem upgraded.

Without further delay, I can arrange to have your modem upgraded.

Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.  

[Danstona]

We've had a tech out that installed a line filter in front of the modem.. and then when I questioned the modem, he gave a speel regarding not having gigabit lines in our area, but he'll change the modem to the newest so once we do it will be able to get the full speed. I guess my complaint not, is that it still doesn't reach the pre gigabit speed on testing.. the 500u was still showing higher numbers than current setup.

[RogersCorey]

I'm glad to hear the tech was able to upgrade your modem, @Danstona, but it's strange that your speeds are still lower than they were on your previous package.

If you would kindly reach out to us, we'd be happy to take a closer look to see what is going on! Feel free to send a private message to @CommunityHelps so we can assist you further. For more information on how our Private Messaging system works, you can find out more here.

Regards,

RogersCorey