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ColtonT
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1st Reply

13 Messages

Thursday, September 19th, 2024 12:29 PM

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Upgraded Speed

I upgraded my speed to the 2gb down and 300 up, however in some areas of my account it is not showing the updated speeds as well as when i run a speed test i get less than 1gb down and about 40up. (I understand i wont reach the maximums but I'm not even remotely close)

The devices that I'm using are.

My Modem is: ARRIS - S33v2
My Router is: an ASUS - RT-AC86U

Question

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4 months ago

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XfinityGabriel

Official Employee

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2K Messages

4 months ago

 

ColtonT, Hi! Thanks for reaching out. I can understand the importance of receiving the speeds that you pay for as an internet subscriber myself. I am so sorry to learn about this experience with not receiving the correct speed and apologize for the inconvenience that this has caused you. We are the perfect place to contact support. Our team of specialist experts is diligent in resolving speed issues such as this. We can help.  If you were to run an internet health test via the Xfinity app, what results would it pull for you? Also, when running a speedtest, the XFINITY app is a great option to easily run a speed test. We also offer a weblink to run a speed test. The great thing about using our speed test is you can compare ours with other tests and the results will also save on your account timeline when you are signed in for documentation. 👍

 

 

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ColtonT

13 Messages

@XfinityGabriel​ So i ran the speed test VIA the weblink and got the same results in my original post 871down and 38up. 

4 months ago

0

XfinityGabriel

Official Employee

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2K Messages

4 months ago

 

ColtonT, Thanks for letting us know those results. How about the health test in addition to the speed test with the XFINITY app? Are you able to compare speed results via a hard-wired connection directly to the modem from a computer? May I also know the model of the device you are using to run the speed test on?

 

(edited)

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ColtonT

13 Messages

@XfinityGabriel​ the results via the APP from my mobile device are 491.1 down and 37.7up it is an iphone 13 pro via wifi.

the wired connection test results are 871down and 38up VIA my PC.

My Modem is: ARRIS - S33v2
My Router is: an ASUS - RT-AC86U

4 months ago

0

XfinityGabriel

Official Employee

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2K Messages

 

ColtonT, When you select Wifi and click the troubleshoot option on the XFINITY app, does it just offer the option to do a speed test? Does it happen to detect a problem? 

 

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4 months ago

0

ColtonT

13 Messages

@XfinityGabriel​ the xfinity app on my mobile device when i go to WIFI ->Troubleshoot -> (3 options) "get help with your network" or "test speed to this device" or "restart your modem"

4 months ago

0

XfinityThomasB

Official Employee

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1.6K Messages

Great ColtonT! Thank you for the update! Can you choose "get help with your network", you can choose "slow speeds" on the next option. Appreciate your time and patience with all of this. 

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4 months ago

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ColtonT

13 Messages

@XfinityThomasB​ I will go through this process, last night I upgraded from the 1200GB down and 30GB up plan to the new 2000GB down and 300GB UP plan, I've restarted the modem/router a few times and but I'm still getting the speeds posted above (which happen to be about the same speeds when I had the 1200GB plan)

4 months ago

0

BruceW

Gold Problem Solver

 • 

26.1K Messages

4 months ago

I upgraded my speed to the 2gb down and 300 up ... i get less than 1gb down and about 40up ... ARRIS - S33v2 ... Router is: an ASUS - RT-AC86U

If only Comcast/Xfinity employees were familiar with their own specs for compatible equipment . . .

I can't find a solid source for the AC86U's WAN port speed, but it appears to be 1 gigabit. If that's correct, the router will never be able to provide internet speeds beyond about 940 Mbps.

The S33 modem is compatible with 2 Gbps internet speed, but is not compatible with the new higher upload speeds. Only a few retail devices are. See the "Next Gen" list at the top of 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/2024.08.14%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

Also see:

For faster upload you need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF:

  • Hitron Technologies CODA or CODA56
  • Netgear CM2500, CM3000, or CBR750
  • ARRIS/Surfboard G20, G34, G36, G54, or S34
  • Ubiquiti UCI 

The Reddit link lists the approved devices (although that list is out of date) as well as other requirements for faster upload speeds.

Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds.

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

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XfinityGabriel

Official Employee

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2K Messages

Thanks for sharing this awesome information about our compatible equipment, BruceW! @ColtonT, Since you are not getting the correct download speed, I would like to review the account to take a look at what's going on. To ensure I pull up the correct account, please send us a direct message with your first/last name and full address by clicking the "direct message" icon on the upper right page of the forum page. Once you click on that, input our shared handle "Xfinity Support" to send us a direct message.

 

 

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4 months ago

0

ColtonT

13 Messages

@BruceW This is fantastic information and exactly what I'm looking for. I was concerned that my hardware was my limiting factor and it appears that it is. 

I've been looking into the NETGEAR CM-3000, this would suffice the modem upgrade.

As for the router do you have any recommendations? I know that "gaming" routers are mostly gimmicks, I do a lot of gaming, streaming (hence my reason for increase upload speed) and also WFH with larger file transfers.

Thank you so much!

4 months ago

0

ColtonT

13 Messages

4 months ago

@BruceW This is fantastic information and exactly what I'm looking for. I was concerned that my hardware was my limiting factor and it appears that it is. 

I've been looking into the NETGEAR CM-3000, this would suffice the modem upgrade.

As for the router do you have any recommendations? I know that "gaming" routers are mostly gimmicks, I do a lot of gaming, streaming (hence my reason for increase upload speed) and also WFH with larger file transfers.

Thank you so much!

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BruceW

Gold Problem Solver

 • 

26.1K Messages

4 months ago

... As for the router do you have any recommendations? ...

I do not. My own internet service and equipment needs are quite modest, and I don't follow trends in high end gaming gear. But networking guru @EG often refers customers to https://www.smallnetbuilder.com/ for guidance on such equipment. And there's no end of sites that review gaming gear, so those should help you narrow things down. For the 2 Gbps tier I imagine you'd want a router with at least a 2.5 Gbps WAN port.

Good luck!

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.

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ColtonT

13 Messages

4 months ago

So i have upgraded my equipment. I am no getting the 2000 down as is per my plan however the upload speed remains unchanged. From my understanding Ethernet ports/cables are symmetrical in terms of speed so what else could be the problem of the speed of my upload (currently at 41mbps)

Router: GT-AX11000 Pro

Modem: NETGEAR Nighthawk (CM3000)

(edited)

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XfinityThomasB

Official Employee

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1.6K Messages

Good morning ColtonT

Are you setup on our Gigabit X10? Appreciate you taking the time to reach out and get us in the loop to help. 

I am an Official Xfinity Employee.
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4 months ago

0

ColtonT

13 Messages

@XfinityThomasB​ I have my own modem + router that i verified to be "next gen" and capable of producing speeds that i pay for in my current plan (Gigabit x2 , 2000down and 300up)

4 months ago

0

XfinityDilary

Official Employee

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1.8K Messages

ColtonT Thanks for clarifying! I'd be happy to check the signal on our end. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

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4 months ago

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XfinityDilary

Official Employee

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1.8K Messages

Thanks for allowing us to help with your speed concerns, ColtonT. I'm glad the re-provisioning worked. If you need anything else, don't hesitate to create a new public post. Have a good one! 

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

4 months ago

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