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davemass
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Friday, March 8th, 2024 12:22 PM

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New modem - Same upload speeds

I got notice from Xfinity my modem wasn't allowing for the best speeds available in my area. So I purchased a new modem, one on the Xfinity recommended list , the Hitron CODA Docsis 3.1 modem.  Even with the new modem, upload speeds are topping out at 50 Mb. I thought up to 200 Mb was available now.

Any suggestions on getting to the 200 Mb speed? 

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3 months ago

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user_u1aaq0

16 Messages

9 months ago

You'll only be able to get that if 1) it's been rolled out, for your city/town and 2) if that particular modem is on the 'improved' speed listing, which is separate from the compatible and approved list, that folks typically talk about. My current modem can go higher than the 40+mbps that I see on speedtest results, but the only city, currently, in my state that has the faster upload speeds, is Indianapolis.

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BruceW

Gold Problem Solver

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26K Messages

9 months ago

... upload speeds are topping out at 50 Mb. ...

There are additional requirements for higher upload speeds besides having an approved device, see https://www.reddit.com/r/Comcast_Xfinity/wiki/knowledgebase/next-generation-internet/ and https://www.xfinity.com/support/articles/upgraded-areas-leased-equipment-required-for-upload-speeds.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. 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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XfinityThomasC

Official Employee

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2K Messages

9 months ago

Hello, @davemass  we will continue to assist you in Private messaging. Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future, we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.” 

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user_xf6btv

1 Message

7 months ago

Hi there, I have a similar issue. Chatted with 5 agents on 4/19 and asked if the higher upload speed of 100 Mbit/s speed would be possible at my address. Was on Superfast. Got this confirmed. Got the new CODA 56 modem as well. Changed the plan to Gigabit. Nothing happened. Then chatted again and was told a technician needed to do some outside work first on the street and that would be done 4/29, and I would get a note. Nothing happened. Now the bills says Gigabit, the account app says ultrafast, and the upload speed is still 20-ish instead of 100 Mbps. Tried chat support again twice, and with all due respect, that is pretty useless. How can I get help to either get this fixed or a final answer and then revert the account back to where it was 4/18 if not possible, because this is just too much hassle to deal with.
Do I need to go to a store? Thank you.

4

XfinityRay

Official Employee

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2.2K Messages

Hello, user_xf6btv! Thanks for reaching out about the enhanced upload speeds. We would be happy to check on this further for you. If your address has been upgraded already, we can get them working for you. One way to find out if the upgrade has been done is to sign in at our Plan Builder and see if Gigabit X2 speed is available. That is an enhanced speed exclusive so will not show if your address has not been upgraded. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's 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.
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7 months ago

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user_c2r4ng

1 Message

I am having the exact same issue and this is super frustrating. I am paying for 100mb upload and capping at 25mb. I have spent COUNTLESS hours with a handful of agents going from zero knowledgeable to decently knowledgeable. The first ones will push for me to upgrade my plan, which then ends on me schooling them on the plans and capabilities of each. The second group have all tried to help, either following the script or improvising. They all seem to help at the beginning, bit at the end, efforts prove fruitless.

A month ago, after several of those sessions, I was finally transferred to a manager (?) and he ended up telling me about the secret list of approved modems. To which I answered my BRAND NEW Surfboard SB8200 was in and more than technically capable of such speeds. He then proceeded to confess there was only a tiny list of modems Xfinity allowed to work with those upload speeds. The best value there was the Hitron CODA56 which I purchased. (I've got a 2-month old SB8200 for sale if anyone is interested).

Upon activation yesterday, I did see the 100mbps, but within minutes it dropped to 50mb and stays that way until I restart the modem and/or the signal. So to the chat I went. After dealing with frustration of the machine trying to save techs' time, I finally was able to work around it and get to an agent. Such agent, naturally, tried to push for plan upgrade ... . This one left me hanging after my no-plan-upgrade explanation and a second agent picked up after a while. He tried to be much more helpful, and did some stuff like loading up a new bootfile (?). Then he had me coax disconnect my modem and power cycle. Of course, everything came back great at full 100mb UP, and we were all happy and hung up. Guess what. not even an hour later, I'm back at 50mb.

Dealing with Xfinity has been a highly discouraging experience. Not only do they want to sell sell sell what I don't need, but their automated system is USELESS. Secondly, I don't believe the majority of users have to go through this hassle. Of course, the regular user is content with paying and counting on having what they paid for and with Xfinity's modem and rules. I guess this is the penalty for using my own devices regardless of having to pay $30 for unlimited internet so I'm not stuck with their modem. All of which I have enough material for several pages worth that I will leave for another post.

I'm paying for 100mb Upload and would like to actually receive it. Xfinity, do your part. I have done mine.

3 months ago

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XfinityMarcus

Official Employee

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1K Messages

user_c2r4ng thank you for taking the time to reach out today. I know how important it is to receive the speeds you anticipate receiving. Let's take a look at your account together to get a better idea of what is going on with your upload speeds. Please send us a direct message with your full name and complete service address.

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

3 months ago

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