Visitor
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2 Messages
Last ditch attempt at fixing upload speed before I leave xfinity.
I recently upgraded from the 400 to 1gig plan upon seeing that 1gig plan offered 117 upload speed (broadband facts). Upload speed seemed to top out at 40 on my previous plan. Upload speed checks (at the modem and wired) remained 40mbps. My first call to tech help resulted the rep landing on the fact that my s33 was not compatible sent a free gateway since included in plan. Fine. Gateway shows up and I install it and do typical resets. Upload speed still 40mbps. Second call to tech help resulted in "your modem will need to be reprovisioned in 4-5 hrs". Fine. Reset everything the next day. Still 40mbps. 3rd call (chat) resulted in telling me that I was receiving the upload speed indicated in my plan. Showed them the broadband facts from my upgrade. Advised discrepant and forwarded me to someone else who "reprovisioned in 3-4 hours". 4th Call tried to get to level 2 rep immediately and would not. Again said "reprovisioned in 3-4hrs". Tried again today and still 40. I hope by now you can understand my frustration and see why I am considering Verizon 5g Home Internet.
Caveats/Notes for my setup. I have my own router and 2 nodes connected to it serving as access points connected via MoCA backhaul. While I intend to use the gateway in bridge mode eventually, all my tests and conversations with tech help thus far have been at the gateway connected at the point of ISP entry into the home via ethernet to a laptop.
Is there anyone in the entire xfinity/comcast organization that can help reconcile the fact that my broadband facts sheet stated 117 and why I am only receiving a third of that at best?
Thank You,
Talal
EG
Expert
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119.6K Messages
6 hours 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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XfinityMatthew
Official Employee
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2K Messages
6 hours ago
Hello @user_ojy3qx I can definitely understand your frustration. You've done everything that would normally be expected on the customer side, including upgrading equipment, testing directly from the gateway with a wired connection, multiple reboots, and working through several rounds of provisioning attempts.
In this case we will need to check the address to see if it qualifies for the enhanced upload speeds. Otherwise, every tier stays in that 35-40 range if the lines have not been upgraded yet. But that is something we can check and see right away once we access the account. If the address does qualify for the higher upload then we can do some additional troubleshooting or worst case send a tech out to check onsite for anything causing issues. Please send us a direct message with your full name and service address to get started.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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.
How to:Direct messaging withing the forum.
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