Next Gen Upload Speed - Device & Address eligible

Hi there,

I am using my own device with Xfinity, and about a month ago, I did the investment to upgrade my devices to get next gen upload speeds with my "Fast" internet plan. I've been using an Arris S33 modem, which is an Xfinity-approved modem, but am still getting up to 10 Mbps upload since then.

I chatted twice with the customer service (one we about 2 weeks and a half ago), and they said my address and device are eligible, the only thing remaining was the customer service admins' approval for my account to start getting the next gen upload speed (up to 100 Mbps). They said they created a ticket on behalf of me for this, and it'd be resolved soon.

I am waiting for a response/resolution to this since then. Could you please help me start getting the increased upload speeds?

Responses

XfinityEricB

Official Employee

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1.7K Messages

10 months ago

matteblackoreo I would be happy to assist you in any way we can with getting the increased upload speeds. I see you already sent us a direct message, and I can continue to work with you there.

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BruceW

Gold Problem Solver

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26K Messages

10 months ago

... Arris S33 ... still getting up to 10 Mbps upload ...

The S33 is not one of the few retail devices approved by them for the higher upload speeds. See https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/ and https://www.xfinity.com/support/articles/upgraded-areas-leased-equipment-required-for-upload-speeds. Also see the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2023.11.22%20Full%20List%20of%20Compatible%20Devices.pdf).

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matteblackoreo

3 Messages

@BruceW Thanks very much for your reply!

Actually, that reddit forum, which is said to be run by Comcast employees, was what originally led me to think S33 should be supported. That was because of seeing the link to the "full list" right after the eligibility information here:

I interpreted the "full list" as the list of devices for increased upload speeds. It was not very clear to a newcomer reader like me to comprehend the distinction between approved "Next Gen Speed Tier" devices and "Recommended" devices. Furthermore, the fact that Arris S33 showing up in all of the eligible customer-owned device searches in various Xfinity resources is quite a misleading piece.

What is more interesting is that two customer service associates over the Xfinity chat service told me my device was eligible for increased upload speeds. However, one of them was not immediately aware of that there was such a "Next Gen speed" thing, they figured after I asked a few times. Maybe they are also exploring in the realtime while chatting.

(edited)

10 months ago

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matteblackoreo

3 Messages

After @XfinityEricB 's great, specific support just now, I am much clear about the issue (will need to wait for the infrastructure to be updated on my address and S33 hopefully to be added into the list; will explore a plan upgrade in the meantime).

10 months ago

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BruceW

Gold Problem Solver

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26K Messages

10 months ago

... I interpreted the "full list" as the list of devices for increased upload speeds ...

Understandable. Comcast really, really, really should have added upload speed ratings for the modems and gateways listed on https://www.xfinity.com/support/devices but they didn't do it, unless you count the not-terribly-obvious-or-intuitive "All Compatible Devices" link.

And the additional requirements listed in the Reddit post should really be somewhere on an Xfinity page, perhaps right there on the "Devices" page. They are not. Why do we have to go to Reddit to find Comcast 10G info? It's as if they want this to be as confusing as possible.

And the Reddit post is due for an update. It's two months old!

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Customer Service

matteblackoreo

Next Gen Upload Speed - Device & Address eligible

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XfinityEricB

BruceW

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matteblackoreo

matteblackoreo

BruceW

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