S

Visitor

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8 Messages

Sunday, January 19th, 2025 9:26 PM

Closed

Not getting appropriate upload speed

Hi Yall,
So, my promotional rate ran out and I changed my plan to save some money. I switched to the Gigabit plan from the Gigabit Extra for two reasons. 1. To save some money. 2. Whiled I'd loose 200Mbps on the download side, according to the plan information on the website, I'd go from 30Mbps to 169.62Mbps.

When the new plan went into effect, it shows in my account as only 20Mbps on the upload side. After the change, speed tests show a max of 23Mbps.

I reached out to support to figure out what was going on. I mentioned the advertised speeds on the website and what the plan was showing in my account and my speedtest results. They would not directly answer the question on the discrepancy. They did do some troubleshooting and then at the end blamed my modem as "Not being compatible and tried to steer me into getting an xfinity gateway.

1. My modem is in the equipment compatibility list. It supports Docsis 3.1. Supports Docsis channels 32 down x 8 up (there are modems in the list that are well below this spec).
2. A modem compatibility issue was never mentioned when I talked to the rep about changing my plan.
2b. When I was changing my plan, the rep told me the new speeds were 1000Mbpsx20Mbps. When I mentioned the advertised speeds on the website in the broadband facts the rep had no clue what I was talking about.

3. I mentioned to the support rep that I had critical errors in my modem.

   21:58:38
Fri Jan 10 2025
  Critical (3)   UCD invalid or channel unusable;
    16:01:13
Sat Jan 11 2025
  Critical (3)   Started Unicast Maintenance Ranging - No Response received - T3 time-out;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   UCD invalid or channel unusable;
    05:51:03
Sun Jan 12 2025
  Critical (3)   UCD invalid or channel unusable;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   UCD invalid or channel unusable;
    23:32:08
Sat Jan 18 2025
  Critical (3)   UCD invalid or channel unusable;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   UCD invalid or channel unusable;
    00:39:51
Sun Jan 19 2025
  Critical (3)   UCD invalid or channel unusable;
    Time Not Established   Critical (3)   SYNC Timing Synchronization failure - Failed to acquire QAM/QPSK symbol timing;;
    Time Not Established   Critical (3)   UCD invalid or channel unusable;
    Time Not Established   Notice (6)   Honoring MDD; IP provisioning mode = IPv6
    14:40:30
Sun Jan 19 2025
  Notice (6)   DS profile assignment change. DS Chan ID: 32; Previous Profile: ; New Profile: 1 2 3.;
    14:40:32
Sun Jan 19 2025
  Notice (6)   DS profile assignment change. DS Chan ID: 33; Previous Profile: ; New Profile: 1 2 3
    14:40:41
Sun Jan 19 2025
  Critical (3)   UCD invalid or channel unusable;
    14:45:09
Sun Jan 19 2025
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; 
    15:44:07
Sun Jan 19 2025
  Notice (6)   CM-STATUS message sent. Event Type Code: 16; Chan ID: 193; DSID: N/A; MAC Addr: N/A;
    15:46:01
Sun Jan 19 2025
  Notice (6)   CM-STATUS message sent. Event Type Code: 24; Chan ID: 193; DSID: N/A; MAC Addr: N/A; 

I provided a screenshot of these errors for clarity to the rep and they completely disregarded it.

The rep also suggested I check with the manufacture. Manufacture specs for my modem show that its capable of 800Mbps upload. Yeah that's a result in the lab..but even if you half it, that's still higher than 2000Mbps plan which advertises a 306.02Mbps speed.

So what is actually the deal here? My download, despite showing 1000Mbps in my account, does actually hit the 1141.00 Mbps advertised on the website. 

Another odd thing, ever since I've moved here, the signal coming off the pole has been screaming hot and not one tech, both remote or onsite, has ever said anything about it. I added a 6db forward path attenuator and a splitter to get it down (it was down to 1-3dBmV depending on the channel and day). At some point in the last little bit, its gone up again and is sitting at 7-8.5 dBmV (depending on the channel) which means if I removed the 6db forward path attenuator it would be 13-14.5dBmV and higher yet if I removed the splitter. Don't get me wrong, I'd rather it be too high than low as its easier to lower it than it is to bring it back up. 

I don't suspect this is the problem with the upload speeds (the dBmV seems to be in the optimal range from what I can find).

Accepted Solution

Visitor

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8 Messages

2 months ago

Final Update:

So, the issue is completely resolved at this time.

1st, My Motorola MB8611 was indeed incompatible with nexgen speeds, despite the fact that it supports Docsis 3.1. Comparing the MB8611 and Arris S34 side by side you can't tell where the incompatibility actually is. My suggestion is to go by their compatibility list, specifically the one they linked in this post as it more clearly denotes which ones are compatible with the nexgen speed tiers.

2nd. Despite going through the xfinity app and activating the Arris S34 correctly, their system only showed it as registered but not active. Xfinity corrected this on their end, reset the modem one last time, and after a traffic shaping correction on my end, I'm showing the full advertised speeds.

3rd and lastly, the mystery of the plan showing 20Mbps (upload) in my account. While not directly answered, after they marked the new modem as active, the plan in my account show the faster upload speed. The logical deduction here is that the upload speed was showing lower in the plan as that was the max they could deliver due to the incompatibility with the MB8611. 

While its a bummer that I couldn't continue using my MB8611 due to the incompatibility, it has more than paid for itself. Thanks to all who assisted here as will as the support agents in the DM chat.

Official Employee

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3.1K Messages

@sr9811 Thank you for that update. If you have any additional questions you can reach out to the Digital Care Team at any time as we are here for your convenience. We are a digital team dedicated to assisting customers with all aspects of their account needs from troubleshooting together to billing inquiries and more. We are available over Xfinity Forums 7 days a week between 6:00 am - 12:00 am EST. Please have a safe and healthy weekend!

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Expert

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109.5K Messages

@sr9811​ 

Thanks ! Glad it got straightened out ! Now closing your marked "Solved" topic.

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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Expert

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109.5K Messages

2 months ago

@sr9811

Your post with that pic of the error log entries was marked as being "Private" by the forum bot because it contains CM MAC and the CMTS MAC addresses. They are considered to be personal information. The posting of personally identifiable information is a violation of their forum guidelines. Please delete the pic. What you can do instead is to copy all of the text (instead of using an image) and paste it into your next post here, but you'll need to redact all of the CM MAC and CMTS MAC addresses. The bot will not allow your post to be seen publicly.

(edited)

Visitor

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8 Messages

@EG​ Doh, missed that. Thanks for catching that. I removed the screen shot and pasted the errors in without the CM-MAC address this time.

Expert

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109.5K Messages

2 months ago

No worries ! What is the exact make and model number of the modem ?

Visitor

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8 Messages

@EG​ Motorola MB8611

Official Employee

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1.7K Messages

Hey @sr9811, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet services. I would be more than happy to offer my assistance looking into this further for you.

 

From the looks of it, from your post, your home may be in an active Next Generation Internet area. That is awesome to hear as I am still waiting for it to come to my area. 

 

In order to take advantage of the Next Generation Internet enhancements, you would need a compatible modem that our engineers have tested and authorized for you. You can find the current list of compatible Internet devices by Clicking Here

 

The Motorola MB8611 is not a compatible and supported device for our Next Generation Internet speed tiers. With our Xfinity Gigabit Internet, you would receive 1 Gbps download and 20 Mbps upload when using the MB8611. 

 

You would need an Xfinity xFi Gateway rental or compatible owned modem from our list provided above to receive the enhanced upload speeds of 150 Mbps that is included with the Xfinity Gigabit Internet. 

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

Expert

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109.5K Messages

2 months ago

@sr9811 

Apologies that I lost track of your topic. I'll add that it is only the modems in the first list / top picture (Next Gen Speed Tier) that are compatible.

(edited)

Visitor

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8 Messages

@EG​ Thanks for this info. So, this was not mentioned at the time my plan was changed. I ordered the Arris S34 and have it installed, activated and online. I'm still not seeing the advertised upload speed and am only getting 23Mbps. Any further advise? Also, the plan in my account shows upload is 20Mbps...yet the plan shows on the website shows I should get 169.62Mbps. 

What is the cause of the discrepancy? Was the plan setup incorrectly perhaps?

Official Employee

 • 

1.7K Messages

Hey @sr9811, In order to receive the enhanced Internet speeds, you would need to be within an eligible area that has it enabled. We would be more than happy to verify your address and location to see if the home is eligible for our enhanced Next Generation Internet speeds. 

 

Please send a direct message by clicking the chat icon in the upper right corner of the page, clicking on the pen and paper icon, and then entering “Xfinity Support” in the “To” section. Please include your name and address, and I'll be happy to help.

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
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