Sk8world87's profile

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3 Messages

Sunday, May 19th, 2024 5:43 PM

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Gigabit X2 Package Speeds

Long story short I've been a Gigabit customer for over 2 years, my promo ended and my price jumped 25%. It appears you can no longer reach a real person over the phone, so through chat I was sold this Gigabit X2 package at the increase cost, with the benefit of 2000mbps down and 200 mbps up.  My home network is gigabit mesh network and CAT6 over commercial Cisco switch.  I get 950mbps at every PC in the home.  The download speeds were not a concern, but my uploads have always been "locked" at 40mbps.  I've never dug to deep into this, but now with my advertised 200mbps, I wanted to see much more than 40mbps.  I was told there is a physical issue with wiring we need to send a tech.  I disagreed but fine, a real person I can talk with.  When he arrived, he was calling my package gigabit plus at 1200mbps, which exists but is not what I was sold.  He's never heard of the Gigabit X2 package.  He confirms over Coax at the back of my modem I can get 2000mbps down and 500 mbps up.  Great, but at the model 2.5gbps port only 1000down and 40up.  He says well it is what it is, I can see the boot file on the modem and its right.  I'm not sure if this is true or not, but I find it hard to believe that my docsis 3.1 Motorola MB8611 Multi-gig modem cant do more than 40mbps up.  I asked for advise, none, not sure if a comcast rented modem would achieve the correct speeds.  He basically said my speeds are better than most and left.  I switched back gig speed package as I got nothing out of this gigabit X2 package.  My modem restarted, now I'm locked at 20-24mbps with this new boot file.  On paper I should be getting 100mbps with package.  Why am I being throttled at such a low upload speed??  I used to be able to speak with a real technical resource and they would push the boot file for me and the speeds would change. Now I'm not able to solve this as all.  Paying more for less.  Very frustrating.

If a customer owned modem is the bottleneck to achieving more than 40mbps upload, why is this case.  The compatibility guides are all over the map as to which models are compatible.  2 years ago m $300 modem was on this list and still meets all the technical requirement.  I shouldn't need to pay another $15 just to receive advertised speeds.

Hitron CODA56 appears on a list of next gen compatible modems, its the same tech specs as my motorola, but I purchased one to test.  The fact that my upload went from 40mbps every time to now 20-24mbps every time after a pushed restart is a clear indication that the new gigabit package boot file is capping my upload at this new lower speed.

Accepted Solution

Official Employee

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1.7K Messages

6 months ago

Thank you again @Sk8world87. I know there were interactions that caused some confusion with the device that qualifies for the Next Gen Speeds. I appreciate you giving me the chance to help clear this up. I'm glad the new device was able to get the full speeds you expected. 

Visitor

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4 Messages

What was the solution? Im running into the same issue, capped at 40 mbps upload, and my AC WiFi 5ghz devices cap at 600 download. I know the limitation on my hardwire NICs are 1000/1000, but I hit 950 mpbs down on those consistently. I just dont see anything over 600 down on WiFi, and nothing over 40mbps upload on hardwire or WiFi

(edited)

Official Employee

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376 Messages

6 months ago

Hello @Sk8world87! Thank you for taking the time to reach out to our team on Forums and also providing us with such detailed information. We greatly appreciate it! I apologize that you have been having issues with your speed. We definitely want you to get the best service as possible. Have you disconnected both the coaxial cable and unplugged the power cord from its power source for about 1 minute before reconnecting everything? If not, can you please do that for me? This will force any pending firmware updates and boot files to download to your equipment, and tends to resolve many issues. I appreciate your time! 

Visitor

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3 Messages

I did several times both before and after the service tech was at the house.  I've also just replaced the modem and activated the recommended (by comcast agent) modem Arris - S33 from the current approved modem list.  After complete activation and restarted my home net work.  I get the identical 950mbps down and 40mbps up.  Also after talking to multiple agents I was switched back to Gig speed plus which 1200mpbs down and 200 mbps up.  Which is why my upload is back to 40mbps and not 25mbps that it dropped to at the gig speed package.  The modem is clearly not the problem.  The speed quickly climbs to 40mbps and pegs at exactly 40.  My question is why is it throttled 160mbps slower than the advertise speeds I'm paying for.

Official Employee

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1.7K Messages

 

Sk8world87 I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

 

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Visitor

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3 Messages

Sure I sent a message to Xfinity Support. Waiting for a reply there.

Visitor

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4 Messages

5 months ago

I am having the exact same issue, with almost the same network architecture in my home. I've been a Gigabit (Performance Pro w/ Speed Upgrade) customer for several years, I recently upgraded to to the Gigabit X2 package to increase speeds to 2000mbps down and 200 mbps up. My home network is gigabit WiFi 6 mesh network and CAT6 in every room over tp-link switch. The download speeds are 1000 mbps on hardwire due to NIC limitations, but the same as user "Sk8world87" my upload speed is "locked" at 40mbps. I reached out to the Comcast chat, but it didn't resolve my issue.
I would like to start with confirming my S33 modem has the correct boot file that enables 2000 download speed and 200 upload speed before looking into any hardware being the issue.
Maybe XfinityVianney can shed some light on how this customer issue for user "Sk8world87" was resolved?
A forum post titled "Gigabit x2 upload speed issues" from member "user_ydtp3d" reached a resolution by getting a tech to replace the splitter that takes the line from the pole to the house, because the old splitter was not compatible with the newest speeds. Maybe XfinityKrista can shed some light on how this was resolved?
Thank you so much for looking into this, and I look forward to hearing back from you

Official Employee

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1.7K Messages

Hi @BeeCore

Thank you for reaching out. I see you are having a similar issue with your speeds as well. I was the specialist that was able to help the OP on this thread. In this case, we discussed the Next Gen equipment list and they were able to achieve better uploads when switching to the CODA56 mentioned in their post. The enhanced speeds would require another device as the S33 isn't compatible at this time to get the uploads speeds you seek. The OP saw an immediate increase in their speeds after making the switch. You can find the current list here https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.05.17%20Full%20List%20of%20Compatible%20Devices.pdf, and I would focus on the Next Gen Speed Tier list at the top. 

I am an Official Xfinity Employee.
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We ask that you post publicly so people with similar questions may benefit from the conversation.
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4 Messages

Thanks @XfinityVianney for your quick reply! Just my luck, we purchased this S33 at the end of April, so not long ago. lol. Does this also mean the S33 cannot get the 2000 download as well? I've connected directly to the modem, and I only see 930-950 Mbps, and on wireless AX 5GHz 160MHz standing right next to my equipment, I don't hit 1000 mbps, which my end device should be able to see. Thats why I was hoping to see if my device needed a quick re-provision. :)

Official Employee

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1.7K Messages

I'm glad I could help @BeeCore. The Gigabit x2 tier is part of the Next Gen Speed Roll out, and you'd need a compatible device to get the full speeds you pay for with the S33. I can confirm you have the correct boot file, so you're all good. If you can acquire a modem from the Next Gen List, I'm confident you'll see improvements. You could always switch to an Xfinity Gateway if you'd like to test this out before buying another modem. I know getting another after just purchasing the S33 isn't ideal, so this would be a good route as well in the meantime. 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

Visitor

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4 Messages

We will probably just get the CODA56. Again, I really appreciate all your assistance and taking the time to look at my boot file (for my peace of mind. Haha) Hope you have a great day!

Official Employee

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1.7K Messages

If you need us again, don't hesitate to reach out. You can also create your own post if you have any questions down the road. Glad I could help. Have a great day @BeeCore  and thank you for being an Xfinity customer

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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