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user_gwo62b
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Wednesday, November 13th, 2024 6:28 PM

Xfinity (Comcast) Gigabit, 1000 Mbps upload speed supposed to be up to 115mbps, actual is 23 mbps, down from 40 mbps

About 3 months ago I changed my gigabit plan to include mobile data and they were able to keep my gigabit plan as it was and lower my monthly cost.

My original speed was gigabit down, 40 mbps up.

With the "upgrade", my gigabit was to remain and as per the contract, the upload was supposed to go to 115mbps up.

Which has actually LOWERED to 23mbps.

I know this is not a modem capability issue as I have a comcast approved Arris S33 modem capable of up to 2.3 gbps speeds.

What gives?

Can anyone explain this?

Is there a number I can call?

I am an IT professional of 30 years and I KNOW this is throttled on their end, I need that throttle released and my speed increased to what I am paying for

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3 days ago

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user_gwo62b

10 Messages

3 days ago

Thank you all for your help.

This was being throttled by xfinity on their end and after some helpful troubleshooting by their techs it was resolved relatively quickly.

Side note:

I've been dealing with IT for almost 30 years now and I realize that a fundamental shift has occurred in how we troubleshoot and check things.

To fix this issue it took:

A DM session to do the initial checking.

A field tech visit to be sure all their equipment from my house out was functioning properly.

Then another DM session with some back and forth on their end internally to determine what needed to be changed to allow the higher speeds.

As someone who grew up in the "call us and get on tech support and chat back and forth with a "live" person" era this whole idea of going back and forth via DM and emails was a little different but I quickly realized how much more efficient it was. Instead of constantly waiting for calls, etc., messages were checked and responded to as needed and solutions presented when I was available.

This made the solution in a way, easier, as no accent barrier was present and solutions could be tried on a rolling time schedule.

It's been quite some time since I needed to do a "call in to tech support" to remedy any network issue be it with comcast, xfinity or verizon and this made things actually much easier.

With that said, thank you to all the xfinity techs and support crew as well as forum members who helped me with this.

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BruceW

Gold Problem Solver

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26K Messages

7 days ago

... upload was supposed to go to 115mbps ... Arris S33 ...

The S33 is not compatible with the new higher upload speeds. Only a few retail devices are. See the "Next Gen" list at the top of 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/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). Also see:

For faster upload 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:

  • Hitron Technologies CODA or CODA56
  • Netgear CM2500, CM3000, or CBR750
  • ARRIS/Surfboard G20, G34, G36, G54, or S34
  • Ubiquiti UCI 

The Reddit link (if they ever get the page back online) lists the approved devices as well as other requirements for faster upload speeds.

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.

Comcast could make all of this much simpler and clearer, but they have chosen not to do so.

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.

5

user_gwo62b

10 Messages

Thanks so much man!

I was looking for a chart that showed the ALLOWED UPLOAD speeds! Awesome! I always buy my own equipment so this helps SO much.

Again, thank you!!

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7 days ago

user_gwo62b

10 Messages

@BruceW​ 

That, did not solve the problem.

Same issue. Same speed.

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6 days ago

0

user_gwo62b

10 Messages

Comically tech support, which is non-existent to a live person on a call, says my issue is my modem, which I had to respectfully disagree with.

[Edited: "Language"] I hate this no real people thing we have lopped ourselves into.

(edited)

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6 days ago

0

XfinityFrank

Official Employee

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1K Messages

Hi there, @user_gwo62b! As @BruceW mentioned, the Arris S33 modem is not compatible with our higher upload speeds at this time. The service you mentioned you have, Gigabit, would be1Gbps/20Mbps and that would track as correct to what you've described. Have you changed anything since you took a look at the information provided?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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6 days ago

0

user_gwo62b

10 Messages

@XfinityFrank​ 

Hi Frank,

The issue persists after a modem upgrade to a Hitron CODA56.

Which according to the XFinity list allows DL to 2.5 gps and UL to 437 mbps

My contract states:

Broadband Facts

Xfinity (Comcast)

Gigabit, 1000 Mbps

Fixed broadband consumer disclosure

Speeds Provided with Plan
Typical download speed
1141.94 Mbps
Typical upload speed
114.98 Mbps
Typical latency
16.466 Milliseconds
I just had the xfinity tech leave and he sees no issues as far as the coax and filter is concerned and testing directly from the modem and the eero router attached shows me at 847 DL and 20 UL.
Well below what I should be getting.
The DL is not as bothersome as the UL. I am being throttled somewhere and it would be helpful if this was remedied.
Thank you for your response,
Brett

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5 days ago

0

BruceW

Gold Problem Solver

 • 

26K Messages

6 days ago

... That, did not solve the problem ...

What didn't solve the problem? You haven't said what action you took, or what the results were.

And again:

If you select Reply, I am NOT notified and may not be aware of your response.

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user_gwo62b

10 Messages

5 days ago

What didn't solve the problem? You haven't said what action you took, or what the results were.

And again:

If you select Reply, I am NOT notified and may not be aware of your response.

Changing to a compatible modem from their list. The Hitron coda56. Same issue.

(Was a little wiped out last night from the time on support and troubleshooting.)

(edited)

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XfinityRay

Official Employee

 • 

2.2K Messages

I hope you are feeling better today and appreciate your update, user_gwo62b. I would like to take a look at your account from here. We check that your address shows updated to our Next Generation speeds, that your modem is listed properly in our systems, that your package has the correct coding, and your bootfile among other things. We will get to the bottom of this!

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

5 days ago

0

user_gwo62b

10 Messages

5 days ago

@XfinityFrank​ 

Hi Frank,

The issue persists after a modem upgrade to a Hitron CODA56.

Which according to the XFinity list allows DL to 2.5 gps and UL to 437 mbps

My contract states:

Broadband Facts

Xfinity (Comcast)

Gigabit, 1000 Mbps

Fixed broadband consumer disclosure

Speeds Provided with Plan
Typical download speed
1141.94 Mbps
Typical upload speed
114.98 Mbps
Typical latency
16.466 Milliseconds
I just had the xfinity tech leave and he sees no issues as far as the coax and filter is concerned and testing directly from the modem and the eero router attached shows me at 847 DL and 20 UL.
Well below what I should be getting.
The DL is not as bothersome as the UL. I am being throttled somewhere and it would be helpful if this was remedied.
Thank you for your response,
<Edited: Personal Information>

(edited)

1

0

XfinityRay

Official Employee

 • 

2.2K Messages

With the technician checking at your home and the website reflecting the Next Generation speeds, this sounds like something on our end, in our systems, user_gwo62b.  I have a code I have added in our billing system before for other customers and have been successful at getting the proper speed to come through. It fixes it most times. That force provisions the modem to try and get the upload speed to update from the 20 Mbps to 150 Mbps.

When we provision the modem, I always recommend unplugging a separate router from the power (if you have one). The router will sometimes intercept the signal so it will look as though it processed on our end but does not. The router power can be restored once the modem resets and is back online.

If that does not work and my other checks do not fix this, we are able to work with our Network Engineering team, NETS, to resolve the issue.

Feel free to send us a direct message at your convenience with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (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

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Like

Reply

5 days ago

0

user_gwo62b

10 Messages

5 days ago

Ok,

I disconnected from the router.

Power cycled the modem and let it come back up.

Same result.

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XfinityAmandaB

Official Employee

 • 

1.6K Messages

3 days ago

 

user_gwo62b It was our pleasure to help make sure we got you taken care of. 

 

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