Slow Download Speed, Upload Speed is Almost Zero

@XfinityKei​ your questions suggest that the problem I'm having is on the user end instead of on the Comcast service end. As I mentioned in my post, this is the exact same problem I had about two weeks ago, and it was resolved by Comcast remotely on the service side. There were no equipment issues on my side (i.e., my modem and router are not the issue). But to answer your questions:

- Yes, I am in the same room as the modem.

- No, there are not any splitters in the line.

- Yes, I have a router that is connected to the modem, but I am certain that the router is not the cause of the issue.

- No, I am not surfing or gaming when the upload speed drops to zero. I noticed the problem while sending an email with a 2mb attachment. The message just sat in the email client outbox and would not send. Also, if I try to upload a file to MS OneDrive, the file does not synch on the server.

It would be ideal if a knowledgeable person from Comcast would reach out by telephone to help me resolve this issue. The Xfinity AI Assistant will not fix this issue, as I've already gone through the steps multiple times. To fix this problem, it will take a Comcast person to investigate the issue on the service side. Trying to fix this problem through chat or by exchanging messages on a public forum is just agonizingly slow and inefficient!

@User_JK The effective way to resolve this would be through troubleshooting and to check things off as we go to find the issue. Our XFINITY app is free to download, and we have a tab available were you can always leave feedback.
Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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.

Tried the DM option and it does not provide a practical, live agent way to address customer issues. The response times are ridiculously slow. Comcast - please do something to provide customers with better live support options. The current system is TERRIBLE!

This problem continues to occur, despite a service call this past Saturday by a Comcast service technician. According to the technician, the signals coming from outside and my internal cabling is within specification. He indicated that the intermittent problem I'm experiencing is a Comcast network problem. I am currently experiencing the problem described in the original post AGAIN. I am not aware of any action Comcast is taking to permanently fix this problem. Comcast - why won't you dedicate the necessary resources to fix this problem????

0Hello @User_JK. We certainly want to address this issue and see if we can get this resolved. I would love to take a look at your account and see what may be going on. 

Please send us a direct message with your full name and address so that we can assist you further.

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.