4 Messages
Can't get more than 23 Mbps Upload When it should be closer to 115 (per Broadband Facts Sheet)
I've tried getting help via the chat and via phone but it's been a waste of time (I can bake multiple pizzas in the time it takes to 'refresh' a modem).
The chat person was actually nice and tried to be helpful, but was seemingly unable to be. They had someone call me to clarify things over the phone, but that person just wanted to get off the phone as soon as possible and upsell me on a better internet plan. Seriously, it was him personally apologizing and saying he's going to make it better by providing me a discount on the 2Gbps plan and I'll only have to pay $20 /month more. The slow upload was blamed on the work being done nearby, but it has been like this since I renewed the contract last year. The answer to that was, "use our modem because it can completely utilize our network unlike the other modems" and I know that isn't true.
I'm not here to vent though. I just want to get the upload speed that I'm supposed to be getting, but I can't seem to get any real help from this company.
I have a Motorola SB8600 and a Motorola SB8611. Neither get more than 23 Mbps Up, which happens to be close to the rate my previous contract had. I renewed my contract a while ago to get a higher upload speed because that's what was advertised.
Speed test history: https://imgur.com/a/W4Np8pd
Broadband facts: 
BruceW
Gold Problem Solver
•
26.3K Messages
5 months ago
Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds.
Neither the SB8600 nor the SB8611 are compatible with the new higher upload speeds. Only a few retail devices are. See the "Next Gen" list at the top of the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time). Also see:
For faster upload you need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF:
The Reddit link (if they ever get the page back online) lists the approved devices as well as other requirements for faster upload speeds.
Comcast could make all of this much simpler and clearer, but they have chosen not to do so.
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suprsaw
4 Messages
5 months ago
Thanks for the information.
It really bugs me that they consider 115 mbps "nextgen" as if that's a fast upload speed when compared to literally all other ISPs.
Also, how is it not considered an anti-competitive business practice to reduce internet speeds when using other brands of modems?
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user_ycy9me
3 Messages
4 months ago
I had the same issue happen this week. They definitely throttled the speeds. I was regularly getting 150mbps upload with the xfi router and now I’m getting 20mbps. I also noticed in my account that they changed the upload speed to reflect the change. Don’t know what to do here but they definitely [Edited: Profanity] us over. I changed to the xfi modem last year so get higher upload speeds too and am paying extra for that now.
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suprsaw
4 Messages
4 months ago
So I bought and installed a Ubiquiti UCI but I'm still getting 22-24 Mbps upload. I've recently received emails about network upgrades and faster speeds so I think my area has Enhanced or X-Class speeds now (I don't know how to check). I've contacted xfinity support agents and they don't want to or can't do anything to provide me the speeds they say I should be getting.
Is there some other way to get it to work? This company frustrates me to no end.
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suprsaw
4 Messages
4 months ago
It's a Christmas miracle! I'm going to follow-up on this post like a good internet citizen.
Solution for anyone with the exact same issue as me:
TL;DR - 1. Make sure all old modems are removed from the account (not sure if this helps or not, but it can't hurt). 2. Reactivate the modem (not reload nor restart).
Somehow, one of the chat or phone agents started scheduling an appointment for a tech to come out. I don't remember anyone suggesting it, but whenever I would call in the robot would ask me if I wanted to complete the scheduling process. The system never sent me a confirmation text, but when I called back again, it knew I had issues scheduling and transferred me to a human who scheduled a time. I did receive a text confirmation this time.
Prior to scheduling the appointment I had a chat agent remove the old modem from my account, which I'm not 100% sure worked. It is still showing up in the list of supported devices, but maybe it was removed somewhere else?
The tech showed up! I was surprised by this after reading other posts where they never received confirmation texts after scheduling appointments and the tech wouldn't show up. This was similar to my experience, hence my surprise.
He did a bunch of troubleshooting stuff and eventually reactivated the modem. It worked after that! So, maybe in the future, we can reactivate the modem on our own and that might fix the problem. I don't know if their means of reactivating modems is different from a customer's, however.
I know that my area is upgraded and that my modem should have been receiving faster upload speeds based on the emails I've received and this page. In case that page changes, here is a quote from the relevant section:
Devices certified for enhanced speeds required in recently upgraded areas
We're evolving our network to deliver the speed, reliability and performance you need.
Our next-generation network is more reliable and allows you to upload content faster than ever. In some areas, it even allows us to deliver equally fast upload and download speeds, so you can connect hundreds of devices at the same time at peak hours. Stream, work and play like never before.
The new upload speeds in enhanced markets are up to 5–10 times faster than before, ranging from 75–200 Mbps.
X-Class Internet (X-300, X-500, X-Gig, X-2Gig) offers equally fast upload and download speeds above 200 Mbps.
These speeds are available in limited areas, and customer-owned modems are not currently compatible with X-Class speeds.
Sometimes, our network upgrades and improvements exceed retail device capabilities. You may be unable to take advantage of the latest improvements in speeds and features if you own a device (cable modem, eMTA and/or gateway) that isn't certified for our enhanced speeds.
If you've read all that then feel free to PM me if you want a tip to getting through to a human fairly quickly (via Xfinity Assistant).
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