Visitor
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1 Message
Slow Upload after plan upgrade
I upgraded from the 150/35 plan to the 500/35 plan. As soon as the upgrade took place, my upload speed decreased to 5mbps. A Tech came out and said signal levels were good and he thinks the new boot file is not getting loaded so the default boot file is still active (he sees the default boot file). He said their was nothing else he could do. I have worked with four Tier 1 reps, still no progress. Two times they said they would escalate to Tier 2 and someone would contact me but nothing ever happens. I am running an Arris SB8200 which which has been providing 35mbps up until I changed plans. It is a supported product and the Comcast web site indicates it will support 35mbps up. After 20 years with Comcast, I am about ready to switch providers. Ideas are welcome
EG
Expert
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113.2K Messages
24 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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XfinityJohnG
Official Employee
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2.1K Messages
24 days ago
Thank you for reaching out here @user_zbwp5u. I will be happy to check on that speed issue from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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