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user_iszzmq
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1 Message

08/18/2026 11:42 PM

1 Gig plan showing 100 Mbps upload instead of 1 Gbps

I upgraded to the 1 Gig plan specifically for symmetrical 1 Gbps download/upload service and received an XB10 gateway. If I go to "Manage Plan" -> "View & Manage Current Services" (which takes me to https://www.xfinity.com/learn/existing/offers-changeplan), my account currently shows:

1 Gig Plan

Download speeds: up to 1000 Mbps

Upload speeds: up to 100 Mbps

My actual upload speed is ~125 Mbps, which is consistent with what's currently shown on my account.

Phone support spent over an hour troubleshooting and is now recommending a technician. I believe this is an account/order provisioning issue rather than a physical line issue. Can Xfinity Support please review the order and correct my account to the 1 Gbps symmetrical tier?

Let me know if you need any additional information. Thanks!

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Updated 

4 hours ago

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EG

Expert

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120.8K Messages

21 days ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityLinda

Official Employee

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2.7K Messages

21 days ago

@EG Thank you!

 

@user_iszzmq We appreciate you taking the time to visit our Xfinity Forums community. We'll gladly review the account and check the boot file for your equipment to ensure it's provisioned correctly. We'll need to get your name and address by Direct Message. We look forward to hearing from you.

 

1. Click "Sign In" if necessary.

2. Click the "Direct Messaging" icon.

3. Click the "Start new conversation" (pencil and paper) icon. 

4. In the "To:" line, type "Xfinity Support".

5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6. A "Xfinity Support" graphic will replace the "To:" line.

7. Type your message in the text area near the bottom of the window.

8. Press Enter to send it.

 

You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

2

Kmtgolf1

New Poster

 • 

5 Messages

Same issue -

I understand that my account currently shows NextGen Gig Genesis at 1000 Mbps download and 100 Mbps upload. However, that is not the service described by the Xfinity Broadband Facts label presented to me when I ordered.

My Broadband Facts label, ID F0003768165KGZJYFMJQIK678N, states “1000 Mbps, Equal Download and Upload Speeds,” typical speeds of 1177 Mbps download and 1146 Mbps upload, and specifically states that the service is delivered over Full Duplex DOCSIS and requires an Xfinity WiFi Gateway for symmetrical speeds.

Please escalate this and determine whether Full Duplex DOCSIS service is available at my address and my order was provisioned incorrectly, or whether Xfinity's ordering system displayed an incorrect Broadband Facts label for my address.

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12 days ago

XfinityEva

Official Employee

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2.7K Messages

Hey @Kmtgolf1 thanks for reaching out about this concern. We can definitely check the account and location to better assist with this. 

 

Can you please send us a direct message with your full name and service address to get started? 

 

1.  Click "Sign In" if necessary.
2.  Click the "Direct Messaging" icon.
3.  Click the "Start new conversation" (pencil and paper) icon. 
4.  In the "To:" line, type "Xfinity Support".
5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6.  An "Xfinity Support" graphic will replace the "To:" line.
7.  Type your message in the text area near the bottom of the window.
8.  Press Enter to send it.

For an example of how to send us a Direct Message, check out this link

How to direct message within the forum

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 as Best Answer.tick

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12 days ago

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user_04bww7

Visitor

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1 Message

5 hours ago

I'm having a very similar issue, I have the 1 gig plan but my speeds aren't even half that, I'm barely getting 100 mps download on my Xbox and it's even slower on my phone. If I'm going to keep this plan I want the speeds I'm paying for.

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