Constant Slow Speeds - No Actual Relief / Help

Why does support seem so clueless on technical issues?
Why do I pay over $150 a month for something that Fiber providers around me can provide for only $65 a month with NO price hikes?
Why do I even bother at this point?

I have attempted to contact support more than once, to which they don't seem to understand the issue.

I should be receiving "up-to" 1000 mbps down
I should be receiving "up-to" 150 mbps up

My download speeds typically range between 1 Gbps / 1.1 Gbps down, which is more an acceptable for an "up-to" service.

What I don't get is why support can't seem to understand that I have an upload speed issue. I have explained this issue on numerous occasions, and I either get passed around or disconnected due to lost connectivity of them "sending a signal" to my modem. Then, I either have to go back through the SAME steps or they just pass me around with no resolution and I just get tired of fighting them.

The EQ I have:

xFinity XB7 Modem (Bridged)
Ubiquiti UXC-Max (Gateway / Router - Supports 2.5 Gbps across ALL ethernet ports)
1. I have the cloudkey+ to manage and gain advanced metrics of my network

What troubleshooting steps I have done:

Rebooted Modem
Checked cabling between Modem and Router
Checked port negotiation speeds on router (Uplink shows 2.5 Gbps Full Duplex to modem)
Plugged PC in directly to Modem (PC shows 2.5 Gbps Full Duplex)
1. Configured computer to current IP / DNS / Subnet of Comcast, ran speeds.
  1. 1. Maximum 1.1 Gbps Down / 25 Mbps up (My computer has a 2.5 Gigabit ethernet adapter, shows 2.5 Gigabit Full Duplex directly to orange modem port)
2. Plugged Router back in. Checked speeds, shows similar to PC.

Speed Test(s) Done:

Ubiquiti Speed Test(s) - Maximum 1.1 Gbps Down / Maximum 25 Mbps Up
Fast.com - Maximum 1.05 Gbps Down / Maximum 25 Mbps Up
Speedtest.net - Maximum 1.1 Gbps Down / Maximum 24 Mbps Up
xFinity Speed Test - Maximum 940 Mbps Down / Maximum 23 Mbps Up

So... One of three things here.

My modem isn't provisioned correctly
My area isn't capable of providing the upload speeds
Something is going on with the cabling up-to my house.

That said, no-one seems to know what the actual issue is and I can't seem to get anyone to actually be scheduled to come out to check as they seem to think it's a billing issue vs a physical / hardware issue.

Responses

tsn59

New Poster

•

5 Messages

2 months ago

Having similar issues. After trying to get an actual live agent by saying Agent multiple times by calling Xfinity, they just run a few tests and say everything is great!

ag25

New Poster

•

4 Messages

After nearly two hours of fighting last night, I had finally scheduled a service technician to come out. (Or, so I had thought.)

I wake up, checked my emails and noticed that I had a pending order for a professional install, and a modem swap. The modem swap, I knew I needed to get done. I have an XB7, the XB8 update will "hopefully" help. But, still not sure why this needs to be a professional install. So, I get on chat and ask. They don't know what I am talking about apparently as it shows they were supposed to send the modem out as a self-install.

After taking care of that mess (as far as I am aware of...), I then attempt to confirm that the tech is supposed to come out on Tuesday still just to be safe. Apparently, no as the service call was cancelled shortly after my chat session was completed. So, can someone tell me why I just wasted almost two hours last night for someone to just cancel the service call? No, not according to the agent as there are no notes / reason for cancellation.

At this point, I very much wish I had another hard-lined option that I could swap too. The only other option I have is from ATT, and that's a 10 Mbps / 0.5 Mbps connection, otherwise it's LTE / 5G, or Satellite. At this point even though I feel like its not going to make much of a difference, I will be attempting to file some sort of official report / complaint. I am entirely fed up with Comcast / xFinity, there should be absolutely no reason this should be happening to anyone. And I have seen so many complaints / posts / etc.

(edited)

2 months ago

XfinityAmandaB

Official Employee

•

2.1K Messages

@ag25 Thank you so much for stopping in for help with your upload speed concerns and sharing your experience. This is not the experience we want any customer to have and would appreciate the change to help make sure you are taken care of. The higher upload speeds are only available in areas that have already been upgraded to our Next generation network. Once that upgrade is done as long as you are using compatible equipment the upload speed would be updated automatically. The Xb7 is one of our rented Xfi gateways and would be more than capable. I would be happy to confirm if your specific location has been upgraded to our Next Generation network for you. If you could 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, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

(edited)

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2 months ago

Your Home Network

ag25

Constant Slow Speeds - No Actual Relief / Help

tsn59

ag25

XfinityAmandaB

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