Visitor
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2 Messages
ARRIS G36 – Slow upload speeds
Hello Xfinity Support,
I'm experiencing an upload speed issue that appears nearly identical to the issue described in this thread:
Current setup:
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Internet plan: 1 Gig Download / 1 Gig Upload
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Modem/router: ARRIS SURFboard G36 (DOCSIS 3.1)
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Connection: PC connected directly to modem/router via Ethernet
Speed test results:
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Download: ~551 Mbps
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Upload: ~41 Mbps
I found the previous G36 discussion particularly concerning because the customer experienced very similar symptoms where the upload speed seems to be consistently around 40 Mbps instead of the expected 100+ Mbps. In that case, Xfinity eventually confirmed that the G36 was receiving an incorrect DOCSIS BOOT/configuration file.
This has been an on going issue for months of troubleshooting on my end, so as a last resort I am reaching out here.
Thank you in advance for your help!
BruceW
Gold Problem Solver
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27.8K Messages
7 hours ago
As I understand it, no customer-owned modems are compatible with symmetrical speeds. Only Comcast/Xfinity gateway devices are.
AFAIK Comcast/Xfinity has never said how they provision devices operating on speed tiers they're not compatible with. All I can tell you is that many customers who tried it have reported that they don't get full speed. There's a tendency to think the device will operate at the maximum speed it is capable of, but that doesn't seem to be the case. Instead, incompatible devices often seem to be provisioned to run at speeds well below what we would expect.
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