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Joe_Victoria
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4 Messages

Sunday, January 5th, 2025 10:03 PM

Upload Speeds

I'm an existing customer and I'd like to upgrade my upload speed.

On the xfinity site in the Build Your Plan page where it says choose your speed it says the 150, 300, 500, and 800 Mbps plans all have "Typical upload speed 114.98 Mbps." I currently have a 300 plan and get 20 up. 

I was chatting with an agent named Nina a couple days ago asking about this and she said "Nina: The upload speed number for the Xfinity Connect More 300 Mbps plan is incorrect. The actual upload speed for the Connect More plan is 20 Mbps."

So if I'm shopping the Build Your Plan page to upgrade my plan and the upload speeds displayed are incorrect how do I proceed? The gigabit tiers do have a different upload speeds listed but are any of the upload speeds displayed correct? Where can I go to see the official actual current upload speeds for all the plans?

Thank you

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Updated 

3 days ago

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Joe_Victoria

4 Messages

5 months ago

After posting the above I logged into the xfinity app and the very first thing it shows is "Faster speeds are here. To show our appreciation you can now enjoy 2x faster upload speeds..." But when I tap the "View your new speeds" link it just takes me to the Services tab of the app. I don't see anything about new speeds and running a speed test shows the old speed.

I'm using the MOTOROLA MG7540 16x4 Cable Modem Plus AC1600 Dual Band Wi-Fi Gigabit Router with DFS, 686 Mbps Maximum DOCSIS 3.0 - Approved by Comcast Xfinity 

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ladybombshell

Visitor

 • 

8 Messages

4 days ago

Hi all,
I recently upgraded to the Gigabit plan, which promises "up to 1100 Mbps download speed and up to 300 Mbps upload speed." I received the confirmation email, so I know I'm on the right plan. However, my upload speed is only hitting 42.01 Mbps! I'm in my second year of law school and need fast upload speeds for submitting large case files and attending virtual classes. This is nowhere near the advertised 300 Mbps upload speed, and it's incredibly disappointing for a "Gigabit" plan. This gap is unacceptable and needs to be addressed and fixed ASAP. Has anyone else experienced this? Any suggestions or responses from the provider?

Thanks!

NETGEAR Nighthawk Multi-Gig Cable Modem (CM2000) - Compatible With All Cable Providers Incl. Xfinity, Spectrum, Cox - For Cable Plans up to 2.5Gbps - DOCSIS 3.1

This link I provided that might resolve the issue

(edited)

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Joe_Victoria

4 Messages

Hi,

I don't know if this is your issue, but my issue was that my modem/router was too old. I didn't need to change my plan or pay xfinity any more money. All I had to do was buy a new modem. A couple of representatives did try very hard to upsell me, but thankfully one swooped in and told me what I really needed to do. You can rent from xfinity but I prefer to buy and own my own. I got one from the list of compatible modems in the xfinity response above while it was on sale on amazon and it's been great. 

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4 days ago

0

ladybombshell

Visitor

 • 

8 Messages

Hi all,
I recently upgraded to the Gigabit plan, which promises "up to 1100 Mbps download speed and up to 300 Mbps upload speed." I received the confirmation email, so I know I'm on the right plan. However, my upload speed is only hitting 42.01 Mbps! I'm in my second year of law school and need fast upload speeds for submitting large case files and attending virtual classes. This is nowhere near the advertised 300 Mbps upload speed, and it's incredibly disappointing for a "Gigabit" plan. This gap is unacceptable and needs to be addressed and fixed ASAP. Has anyone else experienced this? Any suggestions or responses from the provider?

Thanks!

NETGEAR Nighthawk Multi-Gig Cable Modem (CM2000) - Compatible With All Cable Providers Incl. Xfinity, Spectrum, Cox - For Cable Plans up to 2.5Gbps - DOCSIS 3.1

This link I provided that might resolve the issue


Your plan

Speed

Download speed: up to 1100 Mbps, Upload speed: up to 35 Mbps

And when I click on change plan, this is what I get now!

"Server Error in '/buy/plan' Application.

Runtime Error

Description: An application error occurred on the server. The current custom error settings for this application prevent the details of the application error from being viewed remotely (for security reasons). It could, however, be viewed by browsers running on the local server machine.

Details: To enable the details of this specific error message to be viewable on remote machines, please create a <customErrors> tag within a "web.config" configuration file located in the root directory of the current web application. This <customErrors> tag should then have its "mode" attribute set to "Off"."
"I checked my account, and now this shows Download speed: up to 1100 Mbps, Upload speed: up to 35 Mbps"
When I upgraded, they gave me an offer of a $200 gift card, which enticed me to do it with the speeds that came in my email, which is seen below:
Gigabit | Up to 1100 Mbps download speed; Up to 300 Mbps upload speed

It's like a bait and switch, as the offer online in my email indicates what speeds I'm supposed to be getting, and if I don't receive my promotion for the gift card online, then it leaves me no alternative except to contact the FCC.

I just paid for this modem, Order placed April 13, 2023 

NETGEAR Nighthawk Multi-Gig Cable Modem CM2000

Order Summary
Item(s) Subtotal:
$253.97
Shipping & Handling:
$0.00
Total before tax:
$253.97
Estimated tax to be collected:
$17.78
Grand Total:
$271.75
Nowhere online did it show 35 MB before I placed the order, and then on top of it, I get an email confirmation
'Gigabit | Up to 1100 Mbps download speed; Up to 300 Mbps upload speed"

I prefer them to fix everything as quickly as possible, otherwise, they can explain to the FCC about: Server Error in '/buy/plan' Application.

 Application "https://www.xfinity.com/buy/plan/account?Referer=https://www.xfinity.com/buy/plan/offersfilter"

We were on the phone for over an hour and got nowhere. The agent we spoke with work for the company for 10 years and indicated that we should get the gift card promotion. All of this has been very disappointing and very much documented.

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4 days ago

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XfinityEva

Official Employee

 • 

1.7K Messages

Thank you for sharing what worked for you @Joe_Victoria!

 

Please see the list above from XfinityJamesC for newest devices for updated speeds. 

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

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4 days ago

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ladybombshell

Visitor

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8 Messages

4 days ago

I'm documenting a lot of this as it's not just me who has been down this rabbit hole. I was physically on the upgrade page and saw exactly what I was supposed to get, and even an email. confirmation showing the speeds, 300 Mbps upload speed, and nowhere did it showed that I would be locked at 35 Mbps.

"From the Comcast_Xfinity community on Reddit: Bought Gigabit 300 Mbps upload speed, then was told it would never go over 35 Mbps"

https://www.reddit.com/r/Comcast_Xfinity/comments/1kbkg0q/bought_gigabit_300_mbps_upload_speed_then_was/

(edited)

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ladybombshell

Visitor

 • 

8 Messages

4 days ago

 Xfinity may be intentionally capping upload performance to manage bandwidth, lacking transparency, and potentially misleading customers about the true capabilities of their service. Are they deliberately throttling uploads on these older devices to conserve resources?

(edited)

1

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XfinityEva

Official Employee

 • 

1.7K Messages

We do not throttle speeds, ever. Please note wired speeds will differ than the WiFi speeds as well with the different devices. You can send us a direct message with your full name and service address to see exactly what is available at your location and check for other factors like issues around the area that may also affect your connectivity. 

 

To send a direct message: 

 

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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
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

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4 days ago

0

EG

Expert

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110.8K Messages

4 days ago

@ladybombshell You are using an incompatible modem. Period. Only the ones in the top picture of your last post are compatible with their new "Next Generation" upload speeds.

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ladybombshell

Visitor

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8 Messages

@EG​ 

1. It clearly shows the CM2000 as a "recommended device" without showing upload speed.

2. When I upgraded, it showed that I would receive an upload speed of 300 Mbps, and I got an email confirmation of 300 Mbps.

3. Nobody is properly informed that you will be capped at exactly 35 Mbps upload speed with the CM2000 modem, which is a "recommended device" on the Xfinity chart.

Logic dictates that if upload speeds are displayed for "Next Generation speed tiers modems" on the chart, the CM2000 modem’s 35 Mbps upload speed could readily be included on Xfinity’s chart. The omission appears deliberate, potentially exploiting consumer inattention to maximize bandwidth allocation in Xfinity’s favor. Such misleading practices, which could be rectified with straightforward clarification on the chart, seem strategically designed to benefit the provider.

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4 days ago

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EG

Expert

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110.8K Messages

4 days ago

@ladybombshell Can't argue those points ! Things could and should be much clearer and simpler. This has been quite a widespread, common, and longstanding gripe around here ! The wheels turn very slowly, if at all. Oh well....

(edited)

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ladybombshell

Visitor

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8 Messages

@EG​ 

We visited an Xfinity retail location to acquire a new modem, where a representative informed me that my internet speed was limited to 35 Mbps. I clarified that an older modem, upon communicating with Xfinity’s network, may register a reduced speed in the account, yet our email confirmation explicitly indicated enrollment in a higher-speed plan. I suspect Xfinity is fully cognizant of this discrepancy, and greater transparency in data reported to the FCC could reveal the extent of energy savings Xfinity achieves by restricting older modems without adequate disclosure. The information provided by Xfinity representatives was neither pertinent nor helpful, compelling me to independently investigate the matter. Attached are the documented speeds achieved with the new modem, which substantiate the claims made in my original statement.

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3 days ago

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ladybombshell

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8 Messages

@EG​ 

[Edit: "Politics"]. I aim to promote open, transparent dialogue to resolve issues and enhance our community experience, especially since my previous post was removed. We visited an Xfinity retail location to acquire a new modem, where a representative informed me that my internet speed was limited to 35 Mbps. I clarified that an older modem, upon communicating with Xfinity’s network, may register a reduced speed in the account, yet our email confirmation explicitly indicated enrollment in a higher-speed plan. I suspect Xfinity is fully cognizant of this discrepancy, and greater transparency in data reported to the FCC could reveal the extent of energy savings Xfinity achieves by restricting older modems without adequate disclosure. The information provided by Xfinity representatives was neither pertinent nor helpful, compelling me to investigate the matter independently. I spent an entire day grappling with this issue, repeatedly informed that my internet speed was limited to 35 Mbps, without a clear explanation regarding the CM2000 modem being capped at that rate. This was conveyed both during a one-hour phone call with a representative and in person at the Xfinity store. After replacing the modem, my speed surged from 35 Mbps to 300 Mbps, validating the claims I made in my original post.

(edited)

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3 days ago

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