Visitor
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1 Message
Plan Builder shows 1 Gig symmetrical + DOCSIS 4.0 gateway but upload is ~100 Mbps
Hello!
Using Xfinity’s Plan Builder (plan-builder), I selected a symmetrical 1 Gig plan (1G down / 1G up) that it shows as available at my address. I also picked up/activated an Xfinity Gateway that supports DOCSIS 4.0.
After installation and activation, I’m getting roughly 900–1100 Mbps download, but only about ~100 Mbps upload (nowhere near 1G up).
What makes it more confusing:
I contacted support twice and both times they told me symmetrical upload isn’t available in my area.
I visited a local Xfinity branch and they said I should be getting symmetrical speeds.
The Plan Builder for my address only shows the newer symmetrical options (it doesn’t show the older non-symmetrical ones).
Questions:
Is the Plan Builder showing “symmetrical” incorrectly for my address, or is my account/provisioning missing something?
Could this be an activation/provisioning issue (wrong bootfile / wrong “speed tier” applied)?
Any ideas what the likely cause is and what the fastest path is to get this corrected?
Thanks!
EG
Expert
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115.2K Messages
1 day 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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1.2K Messages
1 day ago
Hello user_ktk2ae Thanks for reaching out. There have been some reports that the plan builder is showing symmetrical speeds for addresses that don't qualify. But there are some very specific coding on each address that we can reference to check the availability. If available there is some provisioning and troubleshooting things we can try. Please send us a direct message with your full name and the service address, and we can look at all of that together and confirm everything.
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.
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