Visitor
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2 Messages
2 Gig plan, upload stuck at 40 Mbps since activation, Tier 2 ticket CR262645787 unresolved
I activated a customer owned Arris SURFboard S33 yesterday on my 2 Gig plan. Billing confirms the 2 Gig tier, which should deliver roughly 2000 Mbps down and 250 Mbps up. I am getting about 1.2 to 1.3 Gbps down and only 22 to 40 Mbps up. The upload has never come close to the 2 Gig rate since activation. This looks like a provisioning or DOCSIS service flow mismatch on the network side, not my equipment.
Details:
Modem signal is healthy. SNR 43 dB, downstream power 11 dBmV, internet connected.
I am running a UniFi Dream Machine SE with a 2.5 GbE WAN port, no VPN, so my LAN is not the bottleneck. The S33 connects to the 2.5 gig WAN port directly.
The S33 is on the approved 2 Gig device list, and it delivered full 2 Gig speeds previously on an S34 before that unit failed.
Troubleshooting already completed with support:
Front line chat reprovisioned the modem multiple times and re-added the 2 Gig plan to the account, line, and modem. No change.
Upload actually dropped into the low 20s Mbps during each refresh attempt.
A National Tier 2 ticket was opened, CR262645787, with instructions for the backend network team to send refresh signals and provision to the 2 Gig profile within a 120 minute window.
That window has now passed and the upload is unchanged, still 22 to 40 Mbps.
What I am asking for: please have the backend network engineering team verify and correct the DOCSIS upstream service flow and bootfile profile assignment on my line so it matches the 2 Gig tier.
I have the full chat transcript and ticket details available, I have ticket CR262645787 and can provide my account details by direct message., and modem MAC by direct message.
Accepted Solution
BruceW
Gold Problem Solver
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27.4K Messages
6 hours ago
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 "enhanced" upload speeds.
The S34 is compatible with those speeds, but the S33 is not. Follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned, and then check the devices listed under the "Compatible modems for enhanced speeds" heading. The S33 is not on that list. "Front line chat" and "National Tier 2" really should have know that.
As I read the specs, the UniFi SE has a Gig+ WAN port, but its LAN ports are only 1 Gig. Or am I missing something here?
How are you measuring your download speeds?
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