Thank you, I went ahead and checked your signals and can confirm your upstream signal is out of spec. Can you please send us a direct message? With the updated speeds in the area we want to make sure you are taking advantage of these.
To send a direct message:
Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it
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.
I apologize, I was not able to find a previous DM that was sent. Could you please try and send us another DM, so we can assist you?
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.
Thank you so much! Can you please tell me if your modem is plugged into a power strip or directly to the wall outlet?
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.
The coax from the wall is connected directly to the modem. The modem power supply is plugged into a wall outlet. I have had the power supply on a surge protector, but it didn't affect the performance.
Hello @malbanese45 Thank you for reaching out for the trouble you are seeing with the slow upload speed. There is a great resource provided by our community experts for issues with speed here How long have you been experiencing the slow upload? Are you on a wireless connection? Have you tried to restart your modem/router? I would love to help out and there are many factors that can contribute to slow speeds, but I will troubleshoot everything we can to figure this out.
I recently upgraded my service to 1000/100. My down speed is acceptable at 700+ but the upload speed is the same directly from my modem (24mbps) as it is from the LAN port on my router and my wireless. I've tested the speed at various time of the day and result is always the same. I have restarted all my equipment multiple times. I have an ARRIS S33 docsis 3.1 modem, the router is an ASUS rt-ax86 pro. My next test would be taking the modem outside the cable connection and testing there. This leads me to believe my service is bottle necked or capped at 24. Could the coax splitter be the limiter ? I have an xfinity installed PPC EVO1-9-U/U . Amp / Splitter EVO1-9-U/U (ppc-online.com)
Thank you for this information @malbanese45 Can you please confirm the speeds here speedtest.xfinity.com (vs. the app) Are these the same?
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.
malbanese45
Visitor
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9 Messages
2 years ago
How long does it take for support to reply to a DM ?
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XfinityPaula
Official Employee
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1.4K Messages
2 years ago
Hello @malbanese45 Thank you for reaching out for the trouble you are seeing with the slow upload speed. There is a great resource provided by our community experts for issues with speed here How long have you been experiencing the slow upload? Are you on a wireless connection? Have you tried to restart your modem/router? I would love to help out and there are many factors that can contribute to slow speeds, but I will troubleshoot everything we can to figure this out.
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malbanese45
Visitor
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9 Messages
2 years ago
Thanks for your time.
I recently upgraded my service to 1000/100. My down speed is acceptable at 700+ but the upload speed is the same directly from my modem (24mbps) as it is from the LAN port on my router and my wireless. I've tested the speed at various time of the day and result is always the same. I have restarted all my equipment multiple times. I have an ARRIS S33 docsis 3.1 modem, the router is an ASUS rt-ax86 pro. My next test would be taking the modem outside the cable connection and testing there. This leads me to believe my service is bottle necked or capped at 24. Could the coax splitter be the limiter ? I have an xfinity installed PPC EVO1-9-U/U . Amp / Splitter EVO1-9-U/U (ppc-online.com)
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