Not Getting Advertised Upload Speeds

My plan says that I should be able to expect 200mbps upload speed, it is obvious that I am being limited to 40mbps.

I have tested from the gateway, hard wired directly to the gateway and with wifi, all tests show an obvious limit being applied to my upload speed.

Download speeds are great, it is just the upload speed that I am having issues with.

Who do I contact to flip the switch that adjusts that throttle?? I called in to support and they had me doing all kinds of restarts and the like but it didn't make any difference. I am about 6 hours into this troubleshooting effort right now and there has been no progress.

Responses

user_e89b7c

Visitor

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4 Messages

2 years ago

My home internet has been experiencing high packet loss rate since several weeks ago. What I checked were:

- Ping from my laptop to my wifi router's local port (192.168.1.1) => OK, 0% loss

- Ping from my laptop to my wifi router's internet-side port => OK, 0% loss

- Ping from my laptop to the very next hop of the wifi router (a comcast's gateway 24.xxx.xxx.xxx) => NG, 18~20% loss

So I'm pretty sure there is some problem with Xfinity service. To make it easy to imagine how it affects the internet experience, for example, when you open google and search images for cats, it takes tens of seconds to load one page (and a few images even fail to be shown up,) or if you download something big, the bandwidth is going to be <100k bytes/sec. How do I address this issue?

- Edit: additional information

If I restart the wifi router and cable modem, it recovers for a while (like 30min) but soon gets back to the bad state and starts dropping ~20% of packets. That implies it might not be caused by some permanent issue (e.g. cable in my apartment is damaged.)

Note: This comment was created from a merged conversation originally titled High packet loss rate (~20%)

This comment has been converted into a post

EG

Expert

•

109.1K Messages

Please start here if you wish;

https://forums.xfinity.com/conversations/your-home-network/connection-troubleshooting-tips/602da777c5375f08cdea3db9

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

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2 years ago

BruceW

Gold Problem Solver

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26.3K Messages

... Ping from my laptop to the very next hop of the wifi router (a comcast's gateway 24.xxx.xxx.xxx) => NG, 18~20% loss ...

Are you connecting via Wifi or Ethernet? If Wifi, it's best to switch to an Ethernet cable connection if possible for testing.

Network connection problems like this are often due to poor coax connections or damaged coax cable, usually in or near your home. Running the cable through a surge protector, a defective splitter, or too many splitters can cause signal problems as well. If there is an amplifier in the line make sure it's getting power.

If you want to troubleshoot this yourself, please see Internet Troubleshooting Tips. If you still need help, please post your Internet plan speed and the following information from your modem:

model number
downstream: power levels, SNR (or MER), error counts, and uptime
upstream: power levels
event log, if available (Be sure to remove or blot out any MAC addresses. Forum security processing considers them "personal information" and may prevent the event log from posting if these are present.)

If you can't find the problem or you'd rather have Comcast take care of it and an employee does not respond to your message here, call them at the phone number on your bill or 1-800-Comcast, or use one of the options on https://www.xfinity.com/support/contact-us/. It's not likely they can fix the problem remotely. If not, insist they send a tech out to identify the cause and correct it.

If the tech finds bad coax, splitters, amplifiers, or connections in your home (even if Comcast originally supplied them) you'll probably have to pay for the visit ($70-$100) unless you have their Service Protection Plan ( https://www.xfinity.com/support/articles/service-protection-plan, closed to customers that don't already have it). If the trouble is due to a faulty Comcast rental device or anything outside your home you shouldn't be charged.

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.

2 years ago

user_NAHDA

Visitor

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3 Messages

I'm not saying that you don't have an issue but measuring packet loss by pinging devices that are designed to pass traffic (routers or switches) is not a reliable troubleshooting technique. The primary role of these infrastructure devices is to forward the traffic that they receive rather than respond to a request to reply. You'd be better off choosing an actual host on the internet to test against. Something like 8.8.8.8 will give you more accurate results.

2 years ago

Your Home Network

user_NAHDA

Not Getting Advertised Upload Speeds

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user_e89b7c

EG

BruceW

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.

user_NAHDA

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