Visitor
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1 Message
Gateway upload not provisioned for 2gb symmetrical
My plan is 2gb symmetrical internet. After updating to the newer Technicolor CGM4981COM xFinity Gateway, I am now able to achieve 2gb download but my upload is still capped at roughly 350mbps. After troubleshooting via the admin web interface, I believe my upstream OFDMA is mis-provisioned or misconfigured at the node / CMTS. I believe this can only be fixed by Xfinity and I am unable to get through to a human support agent via the phone or chat.
My upstream OFDMA channel is not active.
Channel 41 shows locked but the symbol rate is 0, and my upload is stuck at 350 Mbps.
This means my modem is not provisioned for OFDMA upstream.
Please reprovision my gateway with the correct multi-gig upload profile and enable the OFDMA upstream channel at the CMTS.
Given I confirmed that the OFDMA channel is in a non-operational state, a signal refresh alone won't fix this. I need a profile push or upstream provisioning refresh.
How can I get in touch with a person to help me fix this? I have found it impossible to bypass the AI chat or AI voice and receive actual help. Is there a support email? a direct number?
This is very dissapointing.
Monkeyboyzz
Contributor
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20 Messages
21 hours ago
The modem you posted is XB8 it is not provisioned for 2GIG upload. The XB10 is provisioned for 2gig upload and is included with X-Class internet. X-class internet is 2gigs up and down and X-Plus I think it is called is 2.1 gigs down and 350megs up. The modems look like these here https://www.xfinity.com/support/articles/broadband-gateways-userguides. I would check your account.
EDIT:: Model:CGM4981COM is an XB8 I just checked mine. X-class internet is only available in select areas atm. like 4 or 5 cities.
(edited)
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EG
Expert
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114.8K Messages
21 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAlyssaA
Official Employee
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2.2K Messages
21 hours ago
Good afternoon @user_vtch0t, and thank you for reaching out on our forums with your internet concerns, we appreciate it. I see that you stated you are subscribed to 2 Gig symmetrical speeds but you are not receiving the proper upload speeds and believe your gateway may not be provisioned properly. We can definitely assist with sending over a provisioning signal to ensure that it is and if needed, troubleshoot further. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?
To send a "Direct Message" ("Private") message:
Click "Sign In" if necessary
We look forward to working with you further!
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