Changed my internet plan to lower tier, my upload speed went down despite new plan description saying otherwise

I recently switched from Gigabit plus to Gigabit plan as my modem won't fully support the first one anyway (connected via 1G port to my router, so no reason to try and push 1.2G through there). The plan description states 1000/100Mbps speed. While I am able to get close to 1000M download when I use direct ethernet connection to modem, the upload hovers only around 22-23M regardless of the time of day. How can I make sure I am getting the service I am paying for?

Regards,

[Edited: Personal Information]

Responses

XfinityAldrik

Official Employee

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2.1K Messages

1 year ago

Thank you for reaching out to us @lwierzchnicki! The Gigabit speed tier comes with upload speeds up to 20 Mbps, the Gigabit Extra speed tier comes with upload speeds up to 35 Mbps.

In areas eligible for our Next Generation internet speeds, the Gigabit speed tier comes with upload speeds up to 100 Mbps and the Gigabit Extra speed tier comes with upload speeds up to 200 Mbps.

In addition to being in an area that has had network upgrade construction completed, the next generation internet speed tiers require an eligible modem to receive the higher upload speeds. Could you please confirm the modem you are using?

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L

lwierzchnicki

4 Messages

@XfinityAldrik As far as I am concerned I am in Next Generation Area [Edited: Personal Information] and upgrades were recently announced and finished in the area. I am using Arris SB8200 modem.

(edited)

1 year ago

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XfinityAldrik

Official Employee

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2.1K Messages

Thank you for confirming that @lwierzchnicki! Currently, the Arris SB8200 is not an eligible device to receive the Next Generation upload speeds. In addition to our rental Wireless Gateways, Hitron Technologies’ CODA, CODA 56, Netgear’s CM2500, CM3000, CBR750, Arris’ G54, and Ubiquiti’s UCI are eligible to receive the Next Generation upload speeds.

While the Arris SB8200 is not eligible today, our awesome engineers are actively working to increase the list of compatible devices.

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1 year ago

0

L

lwierzchnicki

4 Messages

@XfinityAldrik The G54, apart from having WiFi and router functionality (for which I have dedicated router and WiFi access points), has the exact same DOCSIS capabilities of 32x8 for DOCSIS 3.0 and 2x2 OFDM DOCSIS 3.1 as SB8200. I hope the list will soon be amended with the SB8200, not looking forward to paying 3x the money for a modem with a router feature I won't be using anyway.

1 year ago

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XfinityShawn

Official Employee

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1.4K Messages

lwierzchnicki I understand your concerns, and we can't guarantee how fast the changes will come. We do appreciate you reaching out to us, and are always here if you should need any further assistance.

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1 year ago

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BruceW

Gold Problem Solver

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26.3K Messages

1 year ago

... I am using Arris SB8200 modem.

See:

Also 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/2024.03.14%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

Realize that although Comcast calls some devices "Approved" and some "Recommended", for all but a few devices those designations only mean "approved/recommended for use with their Internet service", and not necessarily "approved for the new higher upload speeds". For that you need one of the devices shown with a "Wired Upload Speed" rating in the .PDF and the Reddit links, which also lists other requirements for those speeds. Comcast could make all of this much clearer, but they have chosen not to do so.

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(edited)

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Customer Service

lwierzchnicki

Changed my internet plan to lower tier, my upload speed went down despite new plan description saying otherwise

XfinityAldrik

lwierzchnicki

XfinityAldrik

lwierzchnicki

XfinityShawn

BruceW

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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