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user_yp5bqe
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Monday, September 2nd, 2024 6:33 PM

Low Upload Speeds

Hello,

I am using an Arris S33 modem capable of achieving 2.5gbps symmetrical speeds, and approved for Xfinity higher than 40mbps upload speeds

I have called and used chat room multiple times and been told over and over that there is a problem on Xfinity's end and they will fix the issue. 

Obviously, the issue has never been fixed. I am on the 2GB/300MB plan, and I am capped at 40. 

I had a similar issue when they did the upgrade in my area where my plan was 2GB and I was still capped at 1.2GB - a few weeks later they removed my plan from being purchased and kept me at the same speed [contract]. 

What do I need to do to get the upload speeds I am paying for? Can Xfinity not just reprovision my modem to send the higher upload speeds?

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6 days ago

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BruceW

Gold Problem Solver

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26K Messages

3 months ago

The S33 is a "Recommended" device, but is not compatible with the new higher upload speeds. Only a few retail devices are. See the "Next Gen" list at the top of the "All Compatible Devices" link near the bottom of https://www.xfinity.com/support/devices (at the moment it points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.08.14%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

Also see:

You need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF:

  • Hitron Technologies CODA or CODA56
  • Netgear CM2500, CM3000, or CBR750
  • ARRIS/Surfboard G20, G34, G36, G54 or S34
  • Ubiquiti UCI 

The Reddit link lists the approved devices (although that list is out of date) as well as other requirements for faster upload speeds.

Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds.

Comcast could make all of this much simpler and clearer, but they have chosen not to do so.

When you Comment on a post (by scrolling down to "Comment on this post here...") I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

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user_9ea1f1

Visitor

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8 Messages

This statement is irrelevant since Upload speeds are capped by comcast which can fall within the operational range of the S33.   The S33 is an approved modem for Comcast as it relates to people who don't use or need symmetrical speeds.   And seeing as the S33 can attain symmetrical speeds up to 2500Mbps your statement is clearly a copy and pasted response with no care taken to actually read what the user stated as well as no valid research done.

(edited)

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8 days ago

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XfinityRichard

Official Employee

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1.4K Messages

3 months ago

Hi there, @user_yp5bqe Thank you so much for reaching out regarding your speed concerns, since it's been a few days since you last posted, are you still in need of assistance? Please don't hesitate to reach out if you need further assistance.-Richard

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user_tabee8

2 Messages

Same here pay for 100mbps and getting 29mbps over WIFI....no help at all.

Service installed 7 days ago.

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2 months ago

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XfinityThomasA

Official Employee

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1.7K Messages

@user_tabee8 - Thank you for joining the Xfinity Forum Community, and for choosing Xfinity! It's important to us that you're able to get the most out of your home network, and here are a few tips and tricks that can help as many factors can impact a Wi-Fi signal. 

Move closer to your Gateway. Speed and coverage diminish over distance. An easy to improve performance and ensure constant coverage is to move portable devices closer to your Gateway. Clear the way. Place your Gateway or router off the floor, avoided cramped spaces like cabinets, closets, or drawers. Open spaces allow your Wi-Fi signal to travel and expand for an even better coverage. Avoid Interference. Place your Gateway or router away from large household items and other electronic equipment that may block the Wi-Fi signal and limit coverage. Manually restart your Gateway by unplugging the power cable for a minute or two, and plugging it in once more. During this time, you won't be able to use your home network. If you have Xfinity Voice, you won't be able to make/receive calls, including emergency 911 calls, until your Gateway is back online. 

You can also use the Xfinity app which works great and is easy to use!


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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2 months ago

0

user_s4j8dg

Visitor

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3 Messages

@XfinityRichard​ I need help as well. Mine in Howell MI is stuck at 35mb upload

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2 months ago

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user_9ea1f1

Visitor

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8 Messages

@XfinityRichard​ 

Same issue 400Mbps / 1Mbps when I am supposed to have 20Mbs in Novi, MI

My connection was fine until about a month or two ago.  But I had previously had a connection issue at the box outside my house which was fixed a while ago.  Seems like someone needs to come out and take another look.  

I also have intermittent disconnects at least 2-3 times per day but not full disconnects quick destination unreachable errors during ping tests.  And these are full disconnects in terms of completely on / off states, but the indicator light on the modem remains connected.

(edited)

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8 days ago

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XfinityThomasA

Official Employee

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1.7K Messages

 

user_9ea1f1 - We can help. Please send a direct chat 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 forum's page.
 
Here are 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

 

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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6 days ago

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EG

Expert

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107.1K Messages

2 months ago

@user_tabee8 

What is the exact make and model number of your modem ?

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