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Need Escalation: No Upstream OFDMA Channel, Upload Capped at 40 Mbps on 2 Gbps/300 Mbps Plan
Hello Xfinity Support Team,
I’m seeking help with an ongoing issue that regular support channels haven’t resolved.
Situation:
I’m subscribed to the 2 Gbps down / 300 Mbps up plan.
My modem is an ARRIS SURFboard S34 (DOCSIS 3.1), which is on your approved list and fully supports these speeds.
I consistently get only ~40 Mbps upload, the same as my previous 1 Gbps plan.
My modem’s status page does not show any upstream OFDMA channel—only legacy SC-QAM channels.
There are no splitters or amplifiers in my home, and all connections are direct and secure.
I’ve rebooted, factory reset, and tested with multiple devices.
What I’ve Tried:
Multiple speed tests (wired and wireless, different times of day)
Direct connection to the modem (no splitters)
Reboots and factory resets
Contacted support via chat and Twitter; they report “all signals healthy” and suggest a technician visit, but the real issue seems to be backend provisioning.
Request:
Can you please escalate this to your network engineering or provisioning team to:
Confirm my account is mapped to a mid-split/OFDMA-enabled node
Ensure the correct “Next-Gen” boot file is pushed to my modem
Verify that upstream OFDMA is enabled and active for my node and modem MAC address
I’m happy to provide my MAC address, screenshots, or any other info needed. I want to avoid unnecessary technician visits if this is a backend issue, as I suspect.
Thank you for your help and attention to this matter.
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