Need Escalation: No Upstream OFDMA Channel, Upload Capped at 40 Mbps on 2 Gbps/300 Mbps Plan

Hello Xfinity Support Team,

I’m seeking help with an ongoing issue that regular support channels haven’t resolved.

Situation:

• I’m subscribed to the 2 Gbps down / 300 Mbps up plan.

• My modem is an ARRIS SURFboard S34 (DOCSIS 3.1), which is on your approved list and fully supports these speeds.

• I consistently get only ~40 Mbps upload, the same as my previous 1 Gbps plan.

• My modem’s status page does not show any upstream OFDMA channel—only legacy SC-QAM channels.

• There are no splitters or amplifiers in my home, and all connections are direct and secure.

• I’ve rebooted, factory reset, and tested with multiple devices.

What I’ve Tried:

• Multiple speed tests (wired and wireless, different times of day)

• Direct connection to the modem (no splitters)

• Reboots and factory resets

• Contacted support via chat and Twitter; they report “all signals healthy” and suggest a technician visit, but the real issue seems to be backend provisioning.

Request:
Can you please escalate this to your network engineering or provisioning team to:

• Confirm my account is mapped to a mid-split/OFDMA-enabled node

• Ensure the correct “Next-Gen” boot file is pushed to my modem

• Verify that upstream OFDMA is enabled and active for my node and modem MAC address

I’m happy to provide my MAC address, screenshots, or any other info needed. I want to avoid unnecessary technician visits if this is a backend issue, as I suspect.

Thank you for your help and attention to this matter.