Been dealing with upstream issues with Xfinity for over a year - screen sharing + camera kills my upload. Looking for insight.

Hey everyone - hoping someone here has seen this before because I’m pretty stuck at this point.

For over a year now, I’ve had a very specific issue with Xfinity: the moment I start screen sharing + I turn on my camera on Zoom, Meet, Teams, Huddle, or ANY call, my upload falls apart. Calls become choppy, unstable, and I freeze or drop entirely. I work from home in a client-facing B2B SaaS role and I’m on about 5–7 calls a day - I’ve had to leave my apartment and take most of my calls from a coworking space just to get through the day.

The added challenge is that I’m on a bulk account through my building (MDU). For a year and a half, I’ve been paying extra to “upgrade” my speeds, but I’ve recently learned that bulk plans don’t provision upgrades the same way as standard residential plans. My leasing office didn’t even know this.

Regardless of the bulk plan limits though, my upload should not be collapsing like this under light use.

What I’m seeing in my router logs looks like:

• collapsing upstream throughput

• heavy jitter

• sudden drops under minimal load

Which makes me think this is one of the following:

• upstream congestion

• noise on the line

• node saturation

• plant-level issues

To rule out anything local, I put my XB7 modem into bridge mode and ran everything through a UniFi router. The same upload drops still happen, which confirms this is not a home network issue. I’ve attached screenshots from my router while on calls showing the instability.

I’ve asked Xfinity multiple times to:

• review upstream signal levels and errors

• check node congestion

• confirm how my speeds are actually provisioned under the bulk plan

• escalate this to plant or maintenance

…but I’ve gotten no response. Two supervisors have stopped replying entirely.

I’m honestly beyond frustrated. If this doesn’t get resolved, I’ll have to break my lease and move somewhere with better infrastructure - which I really don’t want to do.

If anyone here has:

• experienced something like this

• knows what actually fixes it

• knows what language gets Xfinity to take this seriously

• or knows how to tell if you’re on a bad/saturated node

…I’d really appreciate any advice. Thank you if you read this far <33 (for added context -I  have a M3 / 16G 2024 Macbook Air)