New Poster
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6 Messages
I am not getting the listed upload data rate
I recently signed up for a new data plan with Xfinity; the service order lists data rates as 2Gbit download, 250Mbit upload...
After the plan was confirmed, I rebooted cable modem and router (which has been required in the past, to get new data rates),
but I am still getting the same 40Mbit that I was getting before I signed up for the new plan.
I tried going through the Xfinity Assistant, it ran some tests (all of which appeared to be fine), then had me connect cable from cable modem to my desktop computer.
I have a Cat7 cable for this connection, and my desktop ethernet is 2.4Gbit ... but I was still getting 40Mbit upload, though download had increased to 1.4Gbit...
However, at this point, the Xfinity Assistant said "the problem is on your end", and ended the discussion...
But the problem is *not* on my end; my 2.4Gbit ethernet card and cat7 cable can easily handle 250Mbit upload, just as it handles 1.4Gbit download...
What do I have to do, to get the promised upload rate??
XfinityAirelle
Official Employee
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3K Messages
2 hours ago
We understand why this is frustrating, especially since you’ve already done the right troubleshooting and clearly ruled out your equipment. You’re absolutely right that a 2.4 Gbps NIC and Cat7 cabling are more than capable of handling a 250 Mbps upload. The fact that your download increased but the upload did not is the key detail here.
Here’s what’s actually going on, in plain terms.
When an upgraded plan shows higher download speeds but the upload stays capped at around 40 Mbps, that almost always means the account or modem is not fully provisioned for the higher upload profile yet. This is a backend configuration issue, not a hardware limitation and not something the Xfinity Assistant can properly validate, which is why it incorrectly defaulted to saying the issue was on your end.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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