is 200Mbps upload actually available at my location?

On 21 December 2023, I received an email that the "next gen speed tier" was available, but that I'd have to upgrade my self-owned modem to receive the benefit. There are only 5 supported devices at the moment. I got an Arris G54 ($$$$$).

Works fine, except my upload speed remains at 35Mbps nominal (up to 42 in use).

I've been round with Comcast (overseas) support. A tech came by this afternoon and told me that the new service isn't available at my location yet. I checked with customer support, who assured me that if the service is shown as available, the tech was mistaken. I was referred to a US support person, who stuck to that line and offered some rather dubious suggestions about a cause for the problem. (One was the Ethernet cable, connecting the modem to my desktop PC. I asked her if it was possible that the cable supported 1.2Gbps down but would fail less than 200Mbps up. She admitted that it would not.) My [Edited: "Language"] detector was fully activated.

Someone is giving me false information. Who is correct?

Responses

bobkn1

Regular Visitor

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8 Messages

1 year ago

Follow-up on Saturday, 30 December:

Comcast referred me to Arris support, suggesting that there might be settings to permit 200Mbps up. (I thought that was nonsense. No modem I've ever seen has exposed those settings.) Arris support said that things like modem firmware updates and speed settings were handled by the ISP (Comcast). I'm confident that is correct.

Two companies, both avoiding responsibility.

In desperation, I acquired an Xfinity gateway rental (XB8). It does 200Mbps up, no problem.

So: the tech who said that 1200/200 isn't available in my neighborhood was incorrect.

Comcast saying that an Arris G54 is supported for 1200/200 also appears to be incorrect, at least for me. (I can't generalize.) I'll return the G54.

I've been given enough misinformation in the past two days to fulfil my quota for the next few months. I should have counted the modem restarts: must have been at least a couple of dozen.

I hope that others have a more pleasant experience. I am allergic to equipment rental, but Comcast has won.

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XfinityKrista

Official Employee

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1.5K Messages

Hello @bobkn1, thank you for taking the time to reach out on social media. I understand your concern with the internet speed, and I'd like the opportunity to check into that for you.
To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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1 year ago

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bobkn1

is 200Mbps upload actually available at my location?

bobkn1

XfinityKrista

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