My Xfinity got locked at Upload Speed @710.9 MBPS and Download Speed @5.7 MBPS

Hello Xfinity Experts...

My home Xfinity connecting got LOCKED at [Upload Speed @710.9 MBPS and Download Speed @5.7 MBPS], What Even I do, that is not changing. As for now I did below Steps...

1> Replaced my Old Trusted [Motorola MG7700 DOCSIS 3.x Modem] to [Hitron CODA56 Multi-Gigabit DOCSIS 3.1 Modem]

2>Replaced Xfinity suggested [Hitron CODA56 Multi-Gigabit DOCSIS 3.1 Modem] to [Arris SURFboard SB8200 DOCSIS 3.1 Cable Modem]

3>Replaced Xfinity suggested [Arris SURFboard SB8200 DOCSIS 3.1 Cable Modem] to [Arris SURFboard S33 DOCSIS 3.1 Cable Modem]

After Changing 4 Modem (including 3 brand new one) I am confirm and satisfied that there in nothing wrong with Modem...

4> Finally yesterday I have changed Internet plan to minimum one 150MBPS upload and download....

ALAS!!!... Still my problem is not solved... After above all sets I am still stuck at [Upload Speed @710.9 MBPS and Download Speed @5.7 MBPS]....

Interesting point is right now I am subscribed for 150MBPS upload and download speed, But I am getting Same old 7Speed @710.9 MBPS and Download Speed @5.7 MBPS Speed...

This is strange!!!

Being a poor customer I am confused what to do now. I don't want to discuss terrible customer service experience here. Looking for some way to come out of the LOCK!!!!... God Save me!!!....

Responses

XfinitySara

Official Employee

•

1.7K Messages

1 month ago

Hello, @user_7igxuz! Thanks for creating a post about your speed concerns in our Xfinity Community Forum. You've come to a great place for help! Our Digital Care Team is awesome to work with because we'll do everything we can to help, providing all the information you need :) First, it sounds like we've got the labels backwards (your download is the first/higher number while your upload is the second/lower number, generally speaking).

Based on what you've stated about the modems you've used and the speeds you're expecting, it sounds like you believe that you reside in an Enhanced Speeds Market, is that correct? Our subreddit knowledge base has a lot of helpful information regarding the areas currently being upgraded, including which Customer-Owned And Managed (COAM) equipment qualifies for the upgraded upload speeds.

Speaking of which, the Motorola MG7700, Arris SB8200, and Arris S33 are not on the list of qualified devices (see the above link I provided). However, the HitronTechnologies CODA56 is! So using that modem in an Enhanced Speeds Market should provide the upgraded upload speeds as long as you do live in an area that has been successfully converted. To confirm, have you received any communications advising of the free upgrade to higher upload speeds? Are you still subscribed to our Connect More internet which would reflect 150 Mbps down/150 Mbps up in one of those areas?

If you believe, according the link I shared, that you reside in an Enhanced Speeds Market - you'll need to use a qualifying piece of equipment to start. Do you still have the CODA56 by chance? I recommend using the Xfinity App to activate this modem before attempting further troubleshooting of your speeds. You may also refer to these Internet Troubleshooting Tips for even more information. Please let me know if any of this helps!

6

U

user_7igxuz

7 Messages

How To fix Slow upload problem?
(5.7 MBPS upload speed is too slow, though I am paying for 150MBPS Upload Speed)

Thanks

Roy

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1 month ago

0

XfinitySara

Official Employee

•

1.7K Messages

@user_7igxuz - Thanks for asking! Let's back up to my previous questions to help our team understand where things currently stand for your account.

1. Do you believe you reside in an Enhanced Speeds Market?

2. Have you received communications stating that you do?

3. Are you subscribed to Connect More Internet?

4. Does your account online or in the app reflect 150 down/150 up?

5. Do you still have the CODA56 and are you actively using it?

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

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

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1 month ago

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user_7igxuz

7 Messages

@XfinitySara Thank you for your kind response. I bought modem after verifying this Xfinity modem list https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf

Now let me answer your Questions...

1. Do you believe you reside in an Enhanced Speeds Market?

Ans: YES

2. Have you received communications stating that you do?

Ans: NO

3. Are you subscribed to Connect More Internet?

Ans: YES

4. Does your account online or in the app reflect 150 down/150 up?

Ans: Yes ( Since Xfinity technical Team unable to resolve my issue, therefore i have moved this plan yesterday, before that I has 400Mbps link)

5. Do you still have the CODA56 and are you actively using it?

Ans: NO, since it is not working, therefore I have returned it.

NOTE: Though I am Subscribed for 150Mbps up/down speed, I am getting 710.8 Mbps Download Speed and ONLY 5.7 Mbps upload Speed.

I never had download problem, I am getting almost 5 Times of subscribed speed. Problem is with upload Speed, what ever modem I use, I get only 5.7 Mbps upload speed.

Please Suggest me what do I do now?

(edited)

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1 month ago

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XfinityMarcus

Official Employee

•

1.4K Messages

user_7igxuz I appreciate that additional information and would like to take a closer look at things on our end. Can you send me a direct message with your full name and complete service address to get started?

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message.

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

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1 month ago

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user_7igxuz

7 Messages

As per your Suggestion, I have sent you direct message...

Thanks

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1 month ago

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U

user_7igxuz

7 Messages

1 month ago

Sad... Looks like Xfinity running with fresher engineer. they just know, restarting cable modem... total Junk....
Here is example, i am Subscribed for 150 Mbps plan and I am getting 711 Mbps download Speed, now Great Xfinity engineer is suspecting my router is bad, providing 5 times more then than bandwidth I have subscribed for. And don't have any answer for 5 mbps upload speed...

(edited)

0

U

user_7igxuz

7 Messages

1 month ago

Susception Details with 150 mbps plan

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Customer Service

user_7igxuz

My Xfinity got locked at Upload Speed @710.9 MBPS and Download Speed @5.7 MBPS

XfinitySara

user_7igxuz

XfinitySara

user_7igxuz

XfinityMarcus

user_7igxuz

user_7igxuz

user_7igxuz

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