Visitor
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2 Messages
1 Gig Symmetrical Plan, XB10, but Upload Is Capped Around 100 Mbps
Hi,
My Xfinity account/plan page shows that I have 1 Gig symmetrical service (1000 Mbps down / 1000 Mbps up), and I have an XB10 gateway.
My current plan: 1000 Mbps down + 1000 Mbps up
Plan Builder: 1Gig Up and Down
(Basically everywhere online it shows the same thing)
Download speeds are roughly where I expect them to be, but my upload speed is consistently only around 100–120 Mbps.
I contacted support and went through multiple escalations. At one point, an agent said that when they tested the connection on their end, they could see 1000 Mbps download and 1000 Mbps upload, even though I only see around 100 Mbps upload from my side.
After a long troubleshooting session, I was told they would send some kind of reprovisioning "strong signal" to the modem and that it could take 5–7 business days to complete.
Not sure what that means exactly...
I'm trying to figure out whether my XB10/account is actually provisioned with the correct 1000/1000 Full Duplex DOCSIS profile, or if it is somehow still receiving a 1000/100-type upload profile.
Has anyone seen this before?
I suspect either my modem's bootfile is misconfigured, something is wrong with my account and I'm being speed limited, or my address is not FDX and the sales rep misinformed me.
Could an Xfinity employee please check:
Whether my address is actually enabled for Full Duplex DOCSIS
The speed tier or rate code assigned to my account
The bootfile being sent to my XB10
Thanks!
Community Best Answer
user_8jpep9
Visitor
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2 Messages
21 hours ago
UPDATE: RESOLVED — Replacing the XB10 fixed the issue
Wanted to post an update in case anyone else runs into this problem.
Original issue:
My Xfinity account and billing page showed 1000 Mbps download / 1000 Mbps upload.
I had an XB10 gateway, which Xfinity recommended because my address supports FDX.
Despite this, I consistently received around 1000 download and only 100 Mbps upload.
I tested multiple devices, wired and wireless, with the XB10 in and out of bridge mode. The results were always the same.
Troubleshooting with Xfinity Support:
I initially contacted phone support, where I went through multiple escalations. They confirmed I should be getting symmetrical speeds and eventually said they would send a reprovisioning signal that could take 5–7 business days.
I then contacted Xfinity through this forum. Multiple support agents confirmed that my account was provisioned for 1000/1000 and that my XB10 had the correct bootfile.
Since the problem persisted, Xfinity scheduled a technician visit on October 3.
What the technician discovered:
The technician's diagnostic tool showed:
However, my Xfinity billing page and the support agents' systems showed 1000/1000.
The technician called his support team, who also confirmed 1000 Mbps upload, despite his own diagnostic tool showing a 100 Mbps upload plan.
He confirmed that my address supports FDX and that the wiring looked fine. He suspected a backend/software provisioning issue but couldn't identify exactly where the discrepancy was occurring. He said he would open a ticket to investigate further.
The resolution:
After the technician visit, I followed up with Xfinity forum support. They suggested replacing the XB10 to rule out a hardware issue.
Xfinity shipped me another XB10 and after activating and setting up the replacement XB10 I'm finally getting symmetrical Gigabit speeds
Conclusion:
I still don't know the exact root cause. It could have been a problem with the original XB10, its provisioning, or something corrected during the replacement/activation process.
What made this frustrating was that Xfinity's different systems were showing contradictory information. Some showed 1000 Mbps upload, while the technician's diagnostic tool showed my plan capped at 100 Mbps.
Ultimately, replacing the gateway resolved the problem.
(edited)
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EG
Expert
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121.9K Messages
7 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityFrank
Official Employee
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2.7K Messages
7 days ago
Hi there, @user_8jpep9. Thanks for reaching out to us here on the Community Forum. We would be happy to check on your account and assist with your speed!
Please send a direct message to us including your full name and complete street address.
Here's the detailed steps to direct message us:
1-Click "Sign In" if necessary.
2-Click the "Direct Messaging" icon.
3-Click the "Start new conversation" (pencil and paper) icon.
4-In the "To:" line, type "Xfinity Support".
5-As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6-An "Xfinity Support" graphic will replace the "To:" line.
7-Type your message in the text area near the bottom of the window.
8-Press Enter to send it.
How to: Direct messaging within the forum
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XfinityJamesC
Official Employee
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3.2K Messages
12 hours ago
Thank you for sending us a DM and working with us to get this resolved, @user_8jpep9. As you indicated, everything on our end was showing that you should have been receiving symmetrical upload and download speeds, so this initial limitation was a little puzzling. We scheduled a technician to check for any issues on site, but their systems were showing a different configuration for your location than our system, which was even more puzzling. Ultimately, we tried replacing your XB10, as originally suggested by the Xfinity Assistant, and that ended up resolving the issue.
I can't tell you how much we appreciate your efforts to stay on top of this and ensure that every option was explored. It has been an absolute pleasure to work with you over the past week. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.
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