Visitor
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Arris G36 Only Getting 42Mbps Upload Speed for Superfast Plan
Hi,
I have an Xfinity Superfast Plan. The speed mentioned in my plan is
Download speeds: up to 800 Mbps
Upload speeds: up to 150 Mbps
This is a screenshot from my Xfinity homepage after logging in (Notice it doesn't mention my modem as Arris G36):
I have an Arris G36 modem. I checked on Xfinity site and saw it is an Xfinity NextGen Speed Tier Modem model as of Sep 2024. Please see https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf
Below is a screenshot of the doc
This doc is directly linked from the Xfinity website after I logged in under "All Compatible Devices".
I visited an Xfinity store and the customer representative verified that my address is compatible with the Next Gen Tier.
Given I see that the Arris G36 is one of the Xfinity Next Gen Tier modem, I expect to see upload speed for at least 100Mbps. I'm seeing upload speed max at 42Mbps. I tested the speed by directly connecting my laptops and PC to the Arris G36 via an ethernet cable. I have restarted the modem many times hoping I can get a new firmware update.
How can I get this faster upload speed? I already called Tech Support but it didn't really help. Do I need a technician to come to my house in this case?
Can someone at Xfinity take a look at this issue?
XfinitySara
Official Employee
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1.6K Messages
13 hours ago
Hey there, @CloudGuy! Thanks for taking the time to create a post in our Xfinity Community Forum regarding your speed concerns. I'm sorry to hear about the trouble you've had, and I'd love to see what our team can do to help! It looks like you also created a post on our subreddit, to which we've also replied. To avoid duplicate efforts, I want to see how you'd like to proceed (working with us here or on Reddit - it's the same Digital Care Team either way!) Something I like to start with for speed concerns is this list of Connection Troubleshooting Tips. There may be something else you haven't checked or tried yet, so please let me know if you notice anything else you can adjust on your end. Otherwise, as mentioned on your other post, we may have to take a closer look at your account to confirm Enhanced Speeds and see what else can be done to increase those upload speeds for you.
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