Stuck at low upload speed due to old subscription configuration xfinity is forcing on my modem.

I subscribed to xfinity "Ultrafast" 800/20 internet back in 2020. Some time during the past 4 years my region has since been 'upgraded' with the mid-split upgrade, and my billed service package is now called "Gigabit" with the following speeds:

Speeds Provided with Plan: Typical download speed 1141.94 Mbps; Typical upload speed 114.98 Mbps

The tech verified my cable wiring can handle the full 455Mbps upstream, but I'm only getting 23mbps up. The technician told me this is because he sees that Xfinity is still pushing the configuration for my old broadband speed (800mbps, down, 20mbps up). He talked to xifinity tech support, but they weren't helpful--they just kept pushing the same configuration.

How can I get in contact with someone who can update my modem configuration to match the service level I'm paying for?

Using a new Hitron CODA cable modem which is qualified by xfinity for 1000mpbs down and 455Mbps up.

Responses

Accepted Solution

user_l32o52

3 Messages

1 month ago

Update: Issue solved.

I found that my router has traffic management (QoS) enabled, and I had missed the submenu where it had assigned default values to the max speeds for upstream and downstream. It turns out that it was limiting bandwidth to the values entered there.

Correcting those values instantly increased my upstream bandwidth from 23Mb/s to around 175 Mb/s.

XfinityVianney

Official Employee

•

1.9K Messages

@user_l32o52 I appreciate you letting us know the issue was resolved. I am grateful for your additional troubleshooting and also for providing the steps you followed for others who may run into this in the future. We thank you for your post and contribution to the Xfinity forums. Did you have any additional questions or concerns?

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1 month ago

EG

Expert

•

108.3K Messages

1 month ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

XfinityBenjaminM

Official Employee

•

1.8K Messages

1 month ago

user_l32o52 Hello! Thank you for reaching out to us here on our Community Forum. We'll be happy to look at the speed issues you're having. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

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

BruceW

Gold Problem Solver

•

26.2K Messages

1 month ago

... my billed service package is now called "Gigabit" ... Hitron CODA cable modem ...

The CODA is compatible with their Internet service and the higher upload speeds introduced last year, but not for Gigabit speeds. See the "All Compatible Devices" PDF linked near the bottom of https://www.xfinity.com/support/devices (at the moment that link points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). That PDF says that the CODA is compatible with plan speeds "Up to 934 Mbps".

The "Broadband Facts" speeds you posted are statistical averages over a very large number of customers and devices. https://www.xfinity.com/learn/internet-service will report your subscribed Internet speeds -- IF the page is working

Comcast could make all of this much simpler and clearer, but they have chosen not to do so.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

user_l32o52

3 Messages

Thanks for your response. I am aware of the 1GB downstream limitation of the CODA, but that isn't the issue here--I'm concerned with my upstream speed. The CODA supports 455Mb upstream, and my region's support should be over 100Mb. I'm getting 20-23, or about 20% of the rated speed.

The https://www.xfinity.com/learn/internet-service only loads generic information--nothing specific to my service. Where are you suggesting I should find info about my account?

By contrast. the broadband facts I listed are accessed only after logging in and clicking Account and Identity > "See your broadband facts." The facts page also contains the statement "This label reflects your current plan on the date you signed up for service" so its not a stretch to assume that my service should be able to approach/equal those service speeds--whatever their source.

I've yet to see anything else that comes close to providing this specific info.

1 month ago

Customer Service

user_l32o52

Stuck at low upload speed due to old subscription configuration xfinity is forcing on my modem.

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XfinityVianney

EG

XfinityBenjaminM

BruceW

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

user_l32o52

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