Visitor
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2 Messages
Issue with New 1 Gig Symmetrical Plan, Only Getting 100 Mbps Upload
I just recently upgraded to the symmetrical one gig plan promotion and got the new xb8 modem. Both the guy in store and over chat ASSURED ME it was 1000 mb download, and 1000 mb upload multiple times because I asked.
I am only getting 1000 mb download and 100 mb upload.
Everytime I talk to chat they say I have the plan with 1000 mb download, and 100 mb upload. On the site my plan says the same.
But when I go to "change plan" it shows my current plan as the symmetrical, which is what I purchased! I even asked how I would even change it to be symmetrical and they didn't know. I got transferred to tech support and all he could tell me is my plan only supports 100 mbps.
I am extremely frustrated because everyone is telling me I should be getting symmetrical, and yet I only get 100 mb. And YES, my neighborhood provides symmetrical, l even got an email about that.
This is an error on the account side, not my hardware.
EG
Expert
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121.4K Messages
3 hours ago
Regardless of anything else, the XB8 can't do symmetrical speeds. You need to use an XB10.
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EG
Expert
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121.4K Messages
25 minutes ago
I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. You should get a reply here in your topic.
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XfinityJustinC
Official Employee
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2.6K Messages
12 minutes ago
Hello, @William547 thank you for reaching out over Xfinity Forums. I'm happy to see our awesome Forum expert @EG help answer some questions about the XB8 and speed capabilities. The screenshot of the symmetrical speeds being available is also really helpful. From experience when working with customer reporting that they only get the 100 MBPS, I've seen at times we may need to update some back end coding based on the internet package you'd have. Our team also has the options to get equipment upgraded, so I can also look at the XB10 availability. The next steps will require me to gather some information that we don't want here in our public conversation.
Could you please send our team a direct message with your full name and full address?
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "Start new message" (pencil and paper) icon
• In the "To:" line type "Xfinity Support" as you type the drop-down list which appears. Select the "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window, please add your full name and address
• Press Enter to send it
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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