New Poster
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10 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
5 days 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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derelict
New Poster
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10 Messages
4 days ago
I got resolution of this issue over on Direct Messaging, after we got past the frustration of the verification-code timeout...
I am posting the solution here, in case other people have the same issue...
post with solution #1:
"Hmm hold on, From what I see, that's higher than what your modem normally can do. The modem you have states it goes up to 40 Mbps for uploads through an ISP. What modem do you have, and is it one ready for enhanced speeds? You can see which ones have the higher upload capabilities here https://www.xfinity.com/support/internet/customerowned. I show you using a Motorola MB8611."
(I responded with confusion and lack of understanding of this post, and got this response:)
post with solution #2:
"You’re absolutely right that the Motorola MB8611 has a 2.5 Gbps Ethernet port, and that alone does not limit upload speeds. The Ethernet port only controls how fast data can leave the modem once it’s available. The upload limitation you’re seeing is not coming from Ethernet hardware.
What actually controls upload speed is the upstream technology the modem supports on the cable network, not the Ethernet port.
The MB8611 is a DOCSIS 3.1 modem and supports multi-gig download speeds, which is why you’re seeing 1.4 Gbps down. However, it does not support the newer upstream configurations (mid-split or high-split) that are required for upload speeds above the legacy ~35–40 Mbps range on Xfinity’s network.
So what you’re seeing makes sense:
• Download increases after the plan change
• Upload stays capped around 40 Mbps
That means the modem is working as designed, but it cannot take advantage of the enhanced upstream profile needed for 200+ Mbps uploads."
So I've ordered a newer modem that is on Xfinity's list, and will get it on Saturday.
I've been using Xfinity for over 20 years now, and I've *never* previously had any idea that the cable modem had an upload-speed limit!!
(edited)
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XfinityJustinC
Official Employee
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2K Messages
5 hours ago
@derelict thank you for your time working with our team over Xfinity Forums. I'm glad to help get the equipment provisioned correctly to recognize the faster upload speeds. Please create a new post if you need help with anything in the future. Our team is available 7 days a week between 6am - 1am ET for employee support here over Xfinity Forums as well as Reddit if you use that platform also. Have a great rest of your day.
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