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Thursday, July 3rd, 2025 4:10 PM

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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