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Thursday, April 10th, 2025 3:56 PM

Broadband Label upload speed vs what the call center people know

The broadband labels for my address are showing typical upload speeds that are significantly higher than that speeds the Comcast call center people are specifying.

As an example, the "Fast 600 Mbps" label shows Typical upload speed = 169.62 Mbps, yet the call center is stating that the plan offers 35 Mbps upload speeds.

How do I know what the correct upload speed value is?

My goal is to sign up for a contract that provides higher upload speeds.

Expert

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111.2K Messages

2 months ago

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

Official Employee

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2.2K Messages

2 months ago

 

user_nd2jyb Hello! Thank you for reaching out to us here on our Community forum. We'll be happy to look into this further. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

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Visitor

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1 Message

6 days ago

This is a major issue, it is not clear or consistent what upload speeds you can expect at your address. All the way through until the very last step of checkout, Xfinity quotes average upload speeds ranging from around 150 - 300Mbps, depending on the package you've selected. In the case of the 1.1Gig package, it shows you around 300Mbps as the average upload speed, and it continues to show this number even after knowing your address, and presenting you with address-specific speed and plan options. However, once you add your billing info and proceed to final confirmation, it then notes *in fine print* that you will receive a significantly slower upload speed (See bullet and image below for exact text).

It would be extremely easy for any shopper not to see this. However, it is also a bait-and-switch situation where a higher upload speed is quoted all the way through the shopping process before being changed last minute.

How is this allowed, and how does this comply with FCC label mandates? More practically, how can a shopper actually determine the upload speeds they should expect at their address?

  • Gigabit | Download speeds up to 1100 Mbps; Upload speeds up to 35 Mbps

Official Employee

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2K Messages

JPeace We share the broadband labels with our customers. We provide that link directly, and it is also a part of the repackage process. Here is the link where you can review the broadband labels specific to a location. We are on a path to 10G, which has some of our markets fall under our Enhanced Speeds which does provide upgraded upload options, and we can see those indicators when someone is signing up. 

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