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
2 days 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.
(edited)
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XfinityJustinM
Official Employee
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1.2K Messages
6 hours ago
Hi @user_51q7s9,
We can certainly check to ensure that you are receiving the correct midsplit bootfile, your months of troubleshooting should end here. Although, I am a bit surprised that you don't want to take advantage of the symmetrical speeds. Please ensure that you review the "last updated" date at the bottom of any PDF files that we publish. The file you shared is from 2 years ago, and is not the most recent. With that being said, let's head over to our secure direct message channel so that we may gather some account level details to locate your account. Please send our team a direct message with your full name and service address.
How to Send Us a Direct Message:
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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BruceW
Gold Problem Solver
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27.8K Messages
2 hours ago
For the current list of compatible devices, follow the "See all modems" link near the bottom of https://www.xfinity.com/support/internet/customerowned. The G36 is listed under the "Compatible modems for enhanced speeds"/ "Arris" headings.
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EG
Expert
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122.7K Messages
2 hours ago
@XfinityJustinM
That outdated file should be taken down.
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