upload speed is much lower than typical speed purchased

The typical upload speed for my package states +100Mbps and my speed test results are around 22Mbps. Please advise on how this can be resolved. Thank you.

Responses

EG

Expert

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110.1K Messages

11 months 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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XfinityAmandaB

Official Employee

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2.1K Messages

11 months ago

user_c30cd0 Thank you so much for your post for help with your upload speeds. We have recently upgraded our network in lots of areas to our Next Generation speeds. The increased upload speed is a part of the upgrades that were completed. To take advantage of the increased upload speeds there are a few equipment requirements that need to be considered to make sure you device can handle the new speeds. We have a great page set up to help with all the information you need about the upgrade that was done take a look here Equipment for upgraded upload speeds

This page here is our supported device page if you use your modem you can see what devices we have tested and know support the new speeds. https://www.xfinity.com/support/devices enter your address and select your speed. At the bottom of the page, there will be a blue tile to view all compatible devices. That will pop up a PDF that is updated all the time as we find new devices that provide what we need for our customers. The top tier of devices shown will be our Next Gen speed tier supported device currently there are 7 that are supported.

Once you are using a supported device in an upgraded area the upload speed will automatically be updated. If you are already using one of the supported devices or have one of our Xfi gateways and not getting the upload speed let me know!

[Edit:links]

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U

user_c30cd0

2 Messages

I'm using an Xfinity Gateway modem and still having issues.

11 months ago

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XfinityLinda

Official Employee

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1.8K Messages

@user_c30cd0 We are sorry to hear you are still having upload issues with your Gateway. We will be happy to take a closer look at your account, and see what is happening with your services. Before we do, have you checked to make sure all your coaxial connections both at the wall and behind the modem are secure and finger tight? You also have to make sure the cables don't have any damage like kinks and hard bends. Once you check that, please send us a Direct Message, so we may review your account. We look forward to your reply.

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• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

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11 months ago

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BruceW

Gold Problem Solver

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26.3K Messages

11 months ago

... my package states +100Mbps and my speed test results are around 22Mbps ...

See https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/.

And especially see 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/2024.05.17%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

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

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. Also see the Reddit link, which lists the approved devices as well as other requirements for faster upload speeds. Comcast could make all of this much 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.

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Customer Service

user_c30cd0

upload speed is much lower than typical speed purchased

EG

XfinityAmandaB

user_c30cd0

XfinityLinda

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.

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