Contributor
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33 Messages
New XB10 modem: not getting symmetrical 1GB up/down speed
I received an email about new symmetrical 1GB up/down speeds available in my neighborhood. Received a new XB10 modem. The download speed is OK, but upload is capped at 400-500mbps max. Not sure if my modem needs to be reprovisioned, my plan isn't set up correctly in the system or if my house isn't really ready for the new symmetrical speed.
XfinityJeffB
Official Employee
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886 Messages
1 month ago
Hello traber, thank you for reaching out here in our Xfinity Community forum. We appreciate your time, and I will be happy to take a look at your account and modem provisioning. To do this, we will need some account information best kept private.
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:
How to Send Us a Direct Message:
To send us a direct message:
1. Click "Sign In" (If necessary)
2. Click the "Direct Messaging" Icon.
3. Click the "Start New Conversation" (pencil and paper) icon.
4. In the “To:” line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. An "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
For an example of how to send us a Direct Message, check out this link.
How to: Direct messaging within the forum | Xfinity Community Forum
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user_ae2pq8
Visitor
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2 Messages
1 month ago
I am having a similar issue with upload speeds on the xb10. Except mine are super inconsistent. anywhere from 20 up to 1000. but usually around 40-60. I was going to try the direct message but I seem to not have that icon.
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EG
Expert
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122.4K Messages
1 month ago
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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traber
Contributor
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33 Messages
1 month ago
UPDATE: It was determined by a Tech visit that the FDX/symmetrical speed upgrade process is not quite completed in my area. So even though my new XB10 modem was installed and provisioned properly, the system upgrade isn't done. I was advised to wait for further communication as to when the work is completed.
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