Visitor
•
1 Message
Upload Speeds
My account is supposed to have 2.5Gbps download and 250Mbps upload speeds, which I can see on my account page.
Download is at an acceptable speed level. However, Speedtests shows my upload speeds are capped at 15-16 kbps using the Comcast supplied XB8 gateway. I have used speedtest.net, fast.com, connect either to Boston Comcast, NJ Comcast, etc. The upload speeds are consistently very low.
Two Tier 1 agents have failed to understand the problem. The first tried to transfer me to level 2 and instead disconnected me. The second claimed he could handle provisioning even though I asked 2 times for escalation. He then told me it was a problem with the XB8's wifi blaster, which is utter nonsense and proves he didn't understand what upload speeds and what I meant by provisioning. He tried to set up an appointment and said I would get a text with available times.
Surely there is a better way than waiting for a technician to tell me there is nothing wrong with my device, or for him to swap it out for a new one which doesn't address the issue I called about.
This is not an equipment issue. It is provisioning. I just want the cap to not be so artificially low. I don't expect full 250Mbps, but something a lot closer than 6% of the max.
XfinityChristy
Official Employee
•
3.1K Messages
3 months ago
Hello, and thank you for taking the time to share what you've been experiencing. I can certainly understand your concern, especially after reaching out multiple times and feeling like your upload speed concerns weren't fully understood.
If your account is showing eligibility for up to 250 Mbps upload speeds and you're consistently seeing uploads around 15–16 Mbps, we'd like the opportunity to take a closer look. There are several factors that can affect upload performance, and we'd be happy to review the modem's provisioning, signal levels, and account configuration to help identify what's going on.
Please send us a Direct Message with your full name and service address, and we'll get started. We appreciate the detailed information you've already provided and will do our best to help get this resolved.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "Start new conversation" (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
0
0
Jasonh1974
Visitor
•
4 Messages
8 hours ago
“500 Mbps plan, 100 Mbps promised upload. New Xfinity gateway. Gateway receives ~589 Mbps download. Phone receives ~150 Mbps download but only ~10 Mbps upload. Same phone gets ~150 Mbps upload on cellular. Please check the modem’s upstream provisioning/bootfile and whether it is locked onto the mid-split OFDMA upstream channel.”
That's my problem in a nutshell.
5
0