Visitor
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3 Messages
Speed Issues after upgrading to Next-Gen Symmetrical Internet Plan + XB10
Hey all, hoping someone from the team (or anyone who's hit this) can help. For years, I have had the 2-gig plan with an XB8 modem. Recently, my neighborhood got next-gen symmetrical speeds, and I switched to the XB10 modem, but I started running into speed issues right away.
Here's a breakdown of events:
- Before: Ran an XB8 for years, got a steady ~2Gbps down and 300–360Mbps up, no matter the time of day.
- After upgrading to XB10: Uploads were great (1.5–2.1Gbps), but downloads got flaky, fine in the morning, then dropping to 750–800Mbps during evening peak hours. Swapped back to the XB8 to test, and the same download drop happened, so it wasn't the modem.
- After the line fix: Had three tech visits, then a field crew replaced the underground drop line (took about 5 minutes). Right after that, things got worse, not better: downloads are still bad, and now uploads are hard-capped at around 490 Mbps too.
Checking my signal stats at 10.0.0.1, Upstream Channel 43 shows Modulation as OFDMA, but the Channel Type is stuck on TDMA, basically the old legacy fallback mode. That would explain the 490Mbps upload ceiling. My guess is the quick line swap left something behind (a bad splice, an old filter/splitter at the pedestal) that's blocking the next-gen frequencies.
At this point, I've already done the modem swaps and had multiple truck rolls, so another standard tech visit or factory reset won't fix it. This looks like it needs someone who can pull the RF signal history on my node and send a plant/line tech back to the pedestal.
Has anyone else run into upload/download issues after moving to next-gen symmetrical with an XB10? Curious if this is a wider node issue or just my line.
XfinityDena
Official Employee
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4.7K Messages
12 days ago
@user_0e5070
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for with your service. Please send me a Peer to Peer message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (pencil and paper) icon
- Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
- Type your message in the text area near the bottom of the window
- Press Enter to send your message
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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121.2K Messages
12 days ago
@user_0e5070 @XfinityDena
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_0e5070
Visitor
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3 Messages
11 days ago
I was advised to schedule a 4th tech visit (my 4th in 2 weeks). Every time, I have to restart the process because the technicians keep closing the ticket as if the issue is resolved, when in reality it has NOT been resolved! This is getting ridiculous because Xfinity is now telling me it will cost $100 for the tech visit! On what Grounds!? I am having issues with my services, and I haven't been charged for those three tech visits yet! I hope we can resolve this soon.
(edited)
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ScottishBloke
Visitor
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1 Message
9 days ago
Any resolution yet? Having similar but worse issues after taking the voluntary upgrade to XB10. Reverting for me took me back to 400/100 (was 1600/400 before). Service call Wednesday. Very disappointed.
if it ain’t broke don’t fix it may apply…
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user_qc4h9q
Visitor
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1 Message
3 days ago
Im having the same issue but xfinity doesn't want to help without 100.00 tech fee.
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user_oaeqw8
Visitor
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1 Message
2 days ago
It's something with that underground coaxial line replacement because I'm having the same issue ,among other things ,after the independent contractor visit and sloppy work done.
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