2 Messages
Upload speed 7x slower than what I am paying for
I unfortunately feel that I am out of options but to let others know about my current experience.
I must have spoken to 10 different xfinity support agents, and I either get transferred after 30 minutes of (the exact same) troubleshooting with every other agent, or assured that 'my issue will be resolved', and then offered to upgrade my subscription to a faster speed. No...I want to get the speed that I currently pay for!
I pay for 1000/150 currently (bay are, CA). My account page shows this plan with exactly these numbers. I use my own modem (ARRIS Surfboard S33 DOCSIS 3.1) and pay extra for unlimited data.
I get 1000 download speed consistently - this is the good news!
I get no greater than 25mbps upload speed, most of the time 20mbps or so. It appears to be a cap in speed, or some error in provisioning my plan for my address/cable hookup.
I am tired of chatting with xfinity agents with no resolve, and have no other options for cable or fiber internet in my community, so posting here to get any feedback or attention possible.
Accepted Solution
BruceW
Gold Problem Solver
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26K Messages
3 months ago
There are only a few retail devices on their "Next Gen Speed Tier" list that are compatible with the new higher upload speeds, and the S33 is not among them. See:
And especially see the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024-07-18_Full-List-of-Compatible-Devices.pdf, but this changes from time to time).
Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds.
You need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF. Also see the Reddit link, which lists the approved devices as well as other requirements for faster upload speeds.
Comcast could make all of this information much clearer and easier to find, but they have chosen not to do so.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_oq25as
2 Messages
3 months ago
Thanks for the detailed answer. Is there any way to know if I’m in the enhanced service area?
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Andyr1
Gold Problem Solver
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7.9K Messages
3 months ago
The S33 is currently NOT supported for the higher mid-split upload speeds. If you see the higher upload speed on your plan, then you are in an area that can support it. It's unknown when, if ever, the S33 will be supported. The newer S34 is.
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