Upload speed capped at 40mbps after next-gen upgrade

Just like this thread: https://forums.xfinity.com/conversations/customer-service/just-upgraded-to-an-arris-s34-but-still-only-getting-40-mbps-upload-speed/67c6550183fffd6eaec912c7

There was no resolution listed in that thread but my issue is almost the exactly the same.

Upgraded just this past weekend to 2100/300 after receiving notice that this was available in my area.

Bought a Arris S34 to upgrade my previous S33. Activated it through the Xfinity App and it worked great. Download speeds are > 2000 Mbps but upload speed on multiple tests are hard capped at 40.

The S34 is going to a Ubiquiti Dream Router 7 using the 2.5Gbps WAN port. Using a 10Gbps ethernet cable from the DR7 2.5Gbps lan port to my PC which has a 2.5 Gbps nic. I've also tried directly from the Modem to my PC which is the same, great download (>2Gbps) but capped at 40 Mbps for upload.

I've power cycled everything down chain from the modem to the DR7 to my PC multiple times. I've replaced and tested different cables (brand new Ubiquiti 10G cables).

Just wondering if any techs/support have seen a quick fix for this issue.

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Accepted Solution

XfinityThomasC

Official Employee

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2.6K Messages

29 days ago

Hello, @user_x5lk5s

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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keith2282

Visitor

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1 Message

19 days ago

Why do most people that get this modem have this same problem? I'm also capped at 40 up, but getting the awesome download speeds.

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XfinityAirelle

Official Employee

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2.7K Messages

keith2282 Hi there! This could be due tou being subscribed to an older plan. We would be happy to take a look for you!

Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!

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19 days ago

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user_u25pal

Visitor

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4 Messages

15 days ago

I have the same issue, but do not see the "Direct Messaging" icon in the top right of the page? I just see a bell icon and my user icon — do I need to create my own post?

Edit: Apparently the DM icon doesn't appear in Safari. Switching browsers resolved it — sending a DM now.

(edited)

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XfinityPaula

Official Employee

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1.5K Messages

Hello user_u25pal. I'm sorry to read that you are not seeing the option to send a direct message, I'm also sorry that you are having slow speeds after the update. I know this can be frusturating and create a poor experience. I'm happy to help out!
For future reference, please keep in mind that sending unsolicited direct messages, is a violation of Forum Guidelines, but we can definitely take care of this for you from here. It helps other members of the community with similar issues to find the answers they need.

For the internet connection are you working on a wireless connection or an ethernet hardwired connection?

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15 days ago

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user_u25pal

Visitor

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4 Messages

It's a wired connection: Hitron CODA56 >> Cat6A ethernet cable >> Ubiquiti UDMSE (2.5Gbps WAN port)... I have a Mac mini M4 with a 10Gbe port connected via Cat6A cable to the UDMSE's 10Gbe SFP+ port via 10Gbe SFP+ Copper Ethernet CAT6a Module... download speeds are excellent at +2Gbps. It's just the upload speeds that are stuck at ≤ 40Mbps.

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15 days ago

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XfinityRaul

Official Employee

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2K Messages

@user_u25pal Thank you for confirming this was a hardwired connection. So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

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15 days ago

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user_u25pal

Visitor

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4 Messages

Yes, I've power-cycled every device in the aforementioned chain multiple times. The OP previously posted that it was something that Xfinity Support handled on their end?

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15 days ago

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XfinityRaul

Official Employee

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2K Messages

I'm glad to hear you were able to complete a power cycle on your end, @user_u25pal. I can definitely look into this further by accessing your account. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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15 days ago

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Customer Service

user_x5lk5s

Upload speed capped at 40mbps after next-gen upgrade

XfinityThomasC

keith2282

XfinityAirelle

user_u25pal

XfinityPaula

user_u25pal

XfinityRaul

user_u25pal

XfinityRaul

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