T

Visitor

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3 Messages

Saturday, September 28th, 2024 3:40 PM

Closed

Cant get 200 Mbps upload

I paid for the XFI complete package for over a year, nobody could seem to get the 200 Mbps upload speed to work on my configuration, just stuck with the 1200/35 (admittedly is usually more like 1300/42). The line from the ground box to the house has been replaced. I'm on my 4th or 5th modem at this point, which is an XB8 CGM4981COM. I have the XB8 in bridge mode, port 4 under Gateway > Hardware > LAN Ethernet shows 2500 Mbps link speed. My ASUS GT-AXE16000 shows 2500 Mbps link speed. The connection is via a brand new 5ft CAT 8 ethernet cable. The router has a 2x 10G ports and a 1x 2.5G WAN port (connected to XB8). One of my 10G ports is connected to an internal media server (I do video editing) with a 10G card, and I can pull 10G between media server and another hardwired desktop also with a 10G port, so I know the issue is not anything past the XB8.

Finally someone told me it just wasn't available in my area. I canceled the XFI Complete package and used my own modem for a while until it ironically blew up after having the outdoor line replaced due to water infiltration, so I decided to go back to the XFI Complete package with an XB8 again. Here we are, same issue. Phone reps said give it like 90 days to be activated fully, still no increased upload speeds.

Can someone review my account please and advise if i am doing something wrong, or is it just not available, or otherwise. It would be amazing to be able to upload my videos faster... I have the highest speed tier available under my account. It does keep giving me the option to add XFI Complete although there is a line item for it on my bill every month...

Accepted Solution

Visitor

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3 Messages

1 month ago

Solution: "Next Gen" (or whatever branding is being utilized) is not available in my area yet.

Expert

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106.9K Messages

@thebail0629 

Thanks for posting back with that update !

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Official Employee

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1.6K Messages

1 month ago

 

thebail0629 Hello and thank you for reaching out via our Xfinity Community Forums. I really appreciate you sharing the details of what you’ve been through, and I’m truly sorry for the ongoing frustration. It sounds like you've taken all the right steps to get the increased upload speeds working, and I completely understand how important that is—especially with your video editing work and high-speed needs.

Given everything you've described, including the XB8 modem, the new CAT 8 cable, and your network setup, it’s concerning that you're still not getting the 200 Mbps upload speed promised with the xFi Complete package. It's disappointing to hear that the upload boost may not be available in your area, despite paying for it and seeing it on your bill.

I’d like to offer my assistance in getting this looked into further. I will make sure your account is thoroughly reviewed to confirm whether the higher upload speeds are available in your area, or if there's a technical issue preventing the activation. To get started, please send our team a Direct Message with your full name, the name listed on the account (if different), and the service address associated with your account. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

Visitor

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3 Messages

I have sent the requested message.

Expert

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106.9K Messages

1 month ago

@thebail0629 @XfinityChristy 

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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