hitron coda upload

Frustratred customer here.

My building recently upgraded to the gigabit plan (1000Mbps / 100 Mbps) from performance. Since then, I haven't been able to get more than 25 Mbps up, which is about what it was before. I've been back and forth with Xfinity on it, and they keep saying they can't do much because I have a "Non Comcast modem." It's on the list as supported, and looks like it's capable of 450+Mbps upload. The last thing they told me to do was contact the manufacturer, and I'm waiting on a reply from them. It was my understanding that any updates to firmware or other tasks have to come from the Xfinity side of the modem. Every time I bring that up, they say that I have to do it. I'm currently waiting on a reply back from Hitron.

I have had a horrible time with support. I've been lied to (about the bits to bytes math to try to make me think I was getting faster speeds than I was), not gotten call backs I was promised, been told to fix my problem by buying a faster plan (????), and multiple times now: "Not our modem, not our problem" (which is somewhat acceptable, but if you have it on your supported modem list I should be able to get some better guidance).

Does anybody else have any similar experiences, and if so what did you do to get them resolved? I've read on the forum that people have needed updated firmware / bootfile, but if I bring this up it goes nowhere.

Responses

EG

Expert

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110K Messages

10 months ago

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

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XfinityPeterH

Official Employee

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1.8K Messages

10 months ago

@miles_m thanks for your post and for reaching out. We are happy to look over your account and make sure all troubleshooting and support have been completed. Please first start here Xfinity Internet and WiFi connection troubleshooting

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M

miles_m

3 Messages

I've been through all those steps.

10 months ago

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XfinityPaula

Official Employee

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1.4K Messages

Thank you for trying those steps @miles_m I know this can be frustrating, and I will do everything to help out and resolve the slow speed. The faster upload speed is specific to our Next Generation network upgrades that have been taking place for some time now. If your area has not been upgraded yet the expected speed for upload would be 20 Mbps. Have you ever received the 100 Mbps upload? I checked, and you are absolutely correct, the Coda and Coda56 are both on our approved list for the Next Generation speeds. Any firmware updates would come from your ISP, Xfinity in our case. And a firmware check is a simple reboot of the modem. Unplug the power and plug it back in. The modem should automatically check for any available updates on the reboot and if there is one available you will notice that it takes a couple of minutes longer and a second reset may happen to the modem automatically.
With all the other steps being completed and knowing that the modem is eligible, I would like to check your location to see if the network upgrade has completed yet. We may be looking for something that has not launched yet.

Please send us a direct message with your name and service address. From there I will check your location to confirm the availability of the upgraded upload speeds and work with whatever teams are needed to have the issue corrected.

To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://comca.st/3J0ir1l
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

I am an Official Xfinity Employee.
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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

10 months ago

M

miles_m

3 Messages

Thank you Paula, message sent. I have done multiple reboots in all the troubleshooting I have done, and my uploads have stayed the same, so it's unclear if getting any firmware updates (or I might be on the latest version already. I like my Hitron modem, but I wish it allowed me some insight into internal settings).

10 months ago

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XfinityPaula

Official Employee

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1.4K Messages

@miles_m Thank you! I was able to check out your location and yes, the network update have been completed, and I'm showing that the device is compatible and provisioned with the correct level of serivce. I am going to follow up with you in the direct message from here so that we can figure out why the speeds are not accurate on your side.

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

10 months ago

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EG

Expert

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110K Messages

10 months ago

@XfinityPaula

Has it been confirmed that the provisioning and account data in the backend database is correct and complete ?

(edited)

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Customer Service

miles_m

hitron coda upload

EG

XfinityPeterH

miles_m

XfinityPaula

miles_m

XfinityPaula

EG

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