Visitor
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3 Messages
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
XfinityVianney
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.
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XfinityTy
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!
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BeeCore
Visitor
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4 Messages
6 months ago
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