Skip to main content

    Support

    Offers

N
nitesh354
1st Topic

1 Message

Friday, August 4th, 2023 9:52 PM

Closed

Low upload speed than what was promised

When I purchased the internet plan, it showed the download speed would be up to 400 Mbps and upload would be up to 100 Mbps. It's also in my order agreement.

But after installation, I see the download speed is fine but the upload speed is up to 10 Mbps.

This is wrong and not what was promised when purchased. Please take a look.

Question

 • 

Updated 

1 year ago

1.2K

8

0

XfinityAldrik

Official Employee

 • 

2.1K Messages

2 years ago

Thank you for reaching out to us on our community forums @nitesh354! Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at your internet plan.

 

To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (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
 
See https://comca.st/3KQF8q9 for an example.

0

0

user_12141f

5 Messages

2 years ago

I am having the same issue.  I chatted with a technical support rep and he insisted that my plan is 400 down and 10 up.  

My order form clearly says up is up to 100mbps.

0

0

user_79a72b

1 Message

2 years ago

I have the same issue. Just switched to a new plan, 200 down, 100 up. Download is totally fine but upload is around 13mbps

2

0

XfinityEsteban

Official Employee

 • 

137 Messages

Hello, @user_79a72b. I can certainly understand wanting to make sure that you are getting what you pay for. Are you using an Xfinity Gateway or your own equipment? If you are using your own equipment, have you confirmed that your device is recommended for our 10G Network? This link will help https://www.xfinity.com/support/devices/. 

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

2 years ago

0

user_4tbvzx

6 Messages

Yiu dont need a 10G network to upload more than 12 mbps.  Pathetic!  Comcast needs to be sued!  False advertising!  I have a 2.5G modem that they approve and instill get only 12 mbps upload.  They want you to rent from them so they can rob us. 

1 year ago

0

user_12141f

5 Messages

2 years ago

I have had a chat rep and a voice rep both tell me "there is no such thing as a 400 mbps plan with anything other than 10 mbps upload."  I'm trying the chat feature now suggested above by XfinityAldrick and I'll let everyone know.  I'll be cancelling if they don't honor the terms of the order form.

Update edit:

So the rep started by blaming my equipment, a brand new Motorola MB8600 Docsis 3.1 modem with 1 gbps upload capability.  And then tried to rent me an xFI gateway for $15/month, which is funny because that's more than the $10/month it was available for this morning (about 4 hours ago), when I signed up for the service.

Update #2 edit:

The rep appears to have abandoned the chat after over 1.5 hours of no response. 

(edited)

0

0

user_12141f

5 Messages

2 years ago

Update on the above.  A very nice rep this morning confirmed I am in the 10G area (central Denver) and then proceeded to put me through the user equipment troubleshooting.  Even though I am seeing over 300 mbps down, she seemed to blame my wifi6 router.  Then, she finally just told me that my speeds were "within range" and offered to send out. a technician (which I assume will cost $100).  

Buyer beware!

3

0

ccRuben

Retired Employee

 • 

729 Messages

Please reach out to us if you need more assistance. We will be happy to help you. Thanks! 

2 years ago

0

user_12141f

5 Messages

Hi XfinityRuben -

I already did, and the above is the help I received!  I chatted via XfinitySupport on the chat feature on these forums.

I guess I can try again.

Thanks!

2 years ago

0

user_12141f

5 Messages

XfinityKrista was very nice and tried to send a new provisioning signal to my modem, but it's still only 12 mbps upload speed.  400 ish download and 12 mbps upload on the Fast plan.

No one seems to know what to do other than to call out a technician, even though I'm in the middle of the City of Denver, a significant market for Xfinity I would think.

As I said, Buyer Beware!

2 years ago

0

user_e045e2

1 Message

2 years ago

Having the exact same issue as everyone else.

I bought a Motorola MG7700 AC1900 Gateway from Amazon.

It is Comcast-approved.

Rated for 1000mbps down and 246mbps up.

My Comcast plan is for 400 down and 100 up.

I get around 425 down and 12 up.

I talked to a Comcast rep and they are telling me to contact Motorola.

I don't know what Motorola is going to do about it.

Comcast seems to be requiring people to lease their equipment,

in order to get the speeds you are paying for.

Extremely frustrating as I bought this Motorola recently and can't return it now.

That is, if you are actually forced to lease Comcast equipment.

(edited)

0

0

user_cfuro0

3 Messages

2 years ago

I have the exact same issue. Recently changed to the 400M/100M plan but by upload it only showing ~12M

1

XfinityKatie

Official Employee

 • 

744 Messages

Hello @user_cfuro0 we do appreciate you bringing this to our attention. For plans that offer the higher upload speeds, this is part of our Next Generation network. To be eligible for the faster speeds, you have to be located in an area that has our Next Generation network activated and ensure you have the correct equipment.

 

You can easily rent one of our modems to ensure you are set up with a device that will work on our Next Generation network. If you prefer to use your own modem, you would need to ensure you are purchasing one that is compatible with the Next Generation network. Currently, there are only three modems will work with our network with the Next Generation speeds, the Hitron Technologies CODA and/or CODA56 and the Netgear CM2050v. If you are using your own modem, but do not have one of these models, then you would not be able to achieve the higher speeds until you swap out the equipment for a compatible modem. A full list of compatible devices on our network can be found here (modems that will work with our Next Generation speeds are listed at the very top). Please let me know if this information helps!

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

2 years ago

0

user_sz

2 Messages

1 year ago

I had a plan of 1gb download speed and 20mb upload speed for a while and things worked fine for a good number of years using MB8600 modem. My download speed was consistent  900+ mb and upload speed was as consistent at 23.5mb  all the time. Just got upgraded to to 1gb download and 100mb upload. After the upgrade using my mb8600 modem , I could get get higher speed than 23.5mb while download speed continued to be 900+mb. However using xfinity XFI modem, I was able to get 117mb upload. Looks to me that Xfinity is not able to do proper mb8600 provisioning  to get upload speed of 100mb while the modem spec is up to 1gb upload speed. Did any of you was able to get 100mb upload speed on Xfinity network using mb8600 modem?

3

0

XfinityThomasA

Official Employee

 • 

2.3K Messages

@user_sz - Great question! We're evolving our network to deliver the speed, reliability, and performance you need. Our next-generation network is more reliable and allows you to upload content faster than ever. Sometimes, our network upgrades and improvements exceed retail device capabilities. You may be unable to take advantage of the latest improvements in speeds and features if you own a device (cable modem, eMTA and/or gateway) that isn't certified for our enhanced speeds. Currently, limited retail modems, eMTAs, or gateways are available in the marketplace that can support the faster upload speeds delivered by the network improvements in enhanced areas.

You can view a full list of these retail devices here. To get started simply type in your address, select a download speed, then click "find devices". Scroll down a bit on the next screen and click "All Compatible Devices". Here is where we'll find the full list including recommended devices for our higher upload next-gen speed tier markets. I'm not seeing the MB8600 listed under equipment for the next-gen markets and higher uploads. The following devices are listed for our Next Gen Speed Tier:
Hitron Technologies - CODA, CODA56 
Netgear - CM3000, CBR750 
ARRIS / Surfboard - G54 

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

1 year ago

0

user_sz

2 Messages

@ThomasA - thank you for the quick reply. However, i did not get a clear answer on what uploads speeds can be reached with MB8600 on xfinity? i know that MB8600 spec for max upload speed is 1gb but no nobody from Xfinity is able to tell me what is the highest upload speed that MB8600 could be provisioned to on Xfinity network? why Xfinity is not able to provision 100mb upload speed on a modem MB8600 with capability of a 1000mb upload speed ?

1 year ago

0

XfinityArmand

Official Employee

 • 

2.1K Messages

@user_sz We are unable to pinpoint that exactly.  Since that is not a Comcast issued or manufactured device.  While we can tell you with gigabit tier services you are getting the 1 gb download and upload speeds of 20 mb.  Have you run any speed tests on the device?

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

1 year ago

0

forum icon

New to the Community?

Start Here