Visitor
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3 Messages
Arris S34 Upload Speed ~40 Mbps versus ~100 Mbps on 1 Gig Plan
Hi,
I recently upgraded my modem to the Arris S34 and changed to the 1 Gig plan with 100 Mbps upload speed. After setting up the new modem with Xfinity and changing from my old plan (1.2 Gig download, 35 Mbps upload). My upload speed did not change from about 40 Mbps. I have spent 3 hours or so with various Xfinity support people and was ultimately told that I had to reach out to Arris to fix a software issue on the modem. I explained that Xfinity does the firmware for the modem and was informed that is not true and I needed to contact Arris. Well surprise surprise, Arris confirmed that Xfinity is responsible for pushing firmware to the modem. For some reason my account shows upload speeds up to 35 Mbps, where I just changed plans on October 27 to get 100 Mbps. Support would not even confirm if there was a 35 Mbps cap put on my account for some reason. I was informed by a member of the technical team that my upload speed should be 100 Mbps. So, I have an unresolved conflict, and support would not even comment if there was a cap on my upload speed any why if there is. I was encouraged to get the Xfinity modem and even upgrade to the 2 Gig plan with 200 Mbps upload speed. I spent a lot of extra time turning down offers and not getting my questions answered. FYI, I am in the 01970 area code.
I have never been more frustrated dealing with a support group who did not listen to my questions and at least attempt to provide answers.
XfinityAngie
Official Employee
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2.1K Messages
1 month ago
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
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EG
Expert
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114.7K Messages
1 month ago
@user_71bwqx @XfinityAngie
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_71bwqx
Visitor
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3 Messages
19 days ago
I received a call from Comcast corporate support. Everything went so much better than my earlier experiences. I was listened to and got confirmation that the signal did not meet standards. An offer was made to send out a technician at no cost to me. The technician confirmed the signal was not what it should be an replaced a splitter in the hallway box in our condo. That improved the signal. That and disabling QoS in my router fixed the upload speeds. Everything seems to be working as expected since the technician finished up.
A side note, being in a 45-year-old building doesn't help. There are too many splitters being used, that would be helped if/when more ports were added for the building.
Bottom line, my faith in Xfinity has improved. It did take getting to the right support.
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