Visitor
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2 Messages
Arris G36 slow upload speeds
I signed up for 1gig service in a mid-split upgraded area. I should be getting 100mpbs+ upload but I only ever get 40mbps, consistently. Upstream OFDMA seems locked and operational and has an acceptable power level (Upstream OFDMA at 47 dBmV). I have no splitters in my house. I don't understand why I'm not getting higher upload speeds. I've talked with support and they've reprovisioned and rebooted my modem but the upload speeds are still slow.
If the modem is directly connected to the rg6 coming in my house, and the signal seems acceptable what else could be the problem?
I can get 855 mbps download on wired ethernet, but the upload speeds are always capped at 40 mbps.
Is there a filter or something that has to be changed outside of my house?
Thanks.
EG
Expert
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117.2K Messages
4 days ago
It may be a speed provisioning / configuration file issue. I'm going to escalate this to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the Modem and backend database to check. You should get a reply here in your topic. Good luck !
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XfinityEricB
Official Employee
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3.2K Messages
4 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" If necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person".
Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "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
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user_wn4auc
Visitor
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2 Messages
8 hours ago
For future people that find this:
Xfinity support has been very helpful trying to get this to work. I have only praise for the techs and support people that have helped me with this issue. However, Xfinity was unable to properly configure my G36 to utilize mid-split speed, which is entirely their responsibility and not that of the manufacturer. The only resolution I have is to use Xfinity equipment instead of my own G36 modem.
The signal to and in my house is great. The tech was able to get 350mpbs upload using his equipment. The G36 is has a locked and operational upstream OFDMA channel but is unable to get the advertised upload speeds due to having an incorrect BOOT file, which is a configuration file that determines whether the device utilizes mid-split or sub-split communication. The tech confirmed that the modem has the wrong BOOT file. Xfinity confirmed that my account is configured correctly in the back-end system and my G36 should receive the mid-split BOOT file. However, Xfinity was unable to get the G36 to load the mid-split BOOT file. Xfinity claims that the G36 is approved and will work with Xfinity next-gen speeds, but they have been unable to properly configure the device. Arris, the maker of the G36 has no ability to intervene; it is entirely up to Xfinity because the device is on the Xfinity network.
I found several other instances of an Arris modem (the S34) that was unable to utilize mid-split speeds and required a "special code" in order to receive the mid-split BOOT file. It seems that people with the Arris S34 have had success getting mid-split speeds.
https://forums.xfinity.com/conversations/your-home-network/upgraded-internet-plan-to-2-gig-cable-modem-stuck-on-previous-config-file/68a67b479f2255512cca9929
https://old.reddit.com/r/Comcast_Xfinity/comments/1fkay76/arris_s34_is_finally_working_for_nextgen_fast/
I don't know if this "special code" would get my G36 to load the mid-split BOOT file. Can someone tell me if this "special code" process has been tried or will work with the G36?
I've also read reports that if the modem was used on another account, it can interfere with activation on my account. Is it possible to check if my modem is somehow attached to a different account?
Thanks.
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