Not Receiving Advertised Upload Speeds of 200+ Mbps

@jo.h14​ thanks for the reply Jo, seems like a lot of Xfinity customers are dealing with the same thing!  Please let me know if the Xfinity tech resolves your issue!

Hello, @Cameron0390

Could you please send our team a direct message with your full name and full address? To send a direct message: 

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon 
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

Greetings, @jo.h14! Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're having the same issues with your upload speed, but you have definitely come to the right place for assistance.

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

No fix ... my appointment actually got canceled without warning.

Hi @jo.h14, I am sorry to hear that the appointment has been cancelled. Are you still currently experiencing issues with the upload speeds to your cable modem? Please let us know and we will be more than happy to go through a few steps to see if we can get this resolved.  

Good morning, @flexdabears! Thank you for reaching out to our Community Forums Team for assistance with your upload speed. We appreciate you taking steps when we have to troubleshoot your devices, I know that can be a bit of a hassel. I would be happy to take a look at your equipment and services and see what the next best step would be. So that I may access your account details, can you please send our team a Direct Message with your full name, and service address? 

Click "Sign In" if necessary
Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
Type your message in the text area near the bottom of the window
Press Enter to send it

@EG​ @flexdabears @jo.h14 @XfinityKassie @XfinityDemitrius @XfinityJamesC @XfinityThomasC 

After my tech visit yesterday and having private discussions with several Xfinity representatives, not being able to achieve the 200 Mbps upload speeds is simply down to owning a modem that is "not approved" for Xfinity's "Next Gen Speed Tier."

https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.03.14%20Full%20List%20of%20Compatible%20Devices.pdf

My modem (Arris S33) has a 2.5 GB port.  I have it connected to my ASUS GT-AX6000 router which has 2.5 GB WAN and LAN ports.  My PC is hardwired with a 2.5 GB port.  

This modem setup can easily achieve the 200 Mbps upload speeds advertised by Xfinity. 

The list linked above is misleading.  There are 3 modems listed in the "Next Gen Speed Tier" (Hitron CODA, Netgear CM2500, and the Netgear CBR750) that are less capable than the S33 and can't even achieve the Gigabit Extra speeds that I pay for, yet they're certified by Xfinity for 200 Mbps+ upload while the S33 isn't?  This does not make any sense.  The S33 can easily handle these speeds.

At the same time, under their "Full List of Compatible Devices" (this list is from March 14th of this year) the Arris S33 is highlighted as a "recommended device... to ensure the
most reliable experience based on performance and compatibility with our Xfinity 10G Network."

I was told by an Xfinity representative that "there is no definitive reason as to why the Arris S33 isn't approved. We don't have the timetable on to when other modems will be added to receive the next gen speeds, but we know it's a highly requested subject. We can only recommend to check periodically for updates."

When I asked if there is a possibility that the S33 / other customer owned modems will be approved in the future for the Next Gen Speed Tier they said "there is always a possibility more modems, maybe added in the future. I can't really guarantee anything as that is beyond [our] scope."

Thank you for posting an update, @Cameron0390! The S33 is a great modem, and a lot of people swear by it. I'm hoping it will be certified for the increased upload speeds soon. In the beginning, the Hitron CODA and CODA56 were the only two certified modems for several months. Eventually, the CM2500 was added to the list, and it was just those three for a long time. Fortunately, the list has been expanding much faster over the last few weeks than it was over the last few months, so we should see more modems being certified throughout the Spring and Summer.

Thanks again for taking time out of your day to reach out to us about this. Please feel free to create a new post if you ever need assistance with anything else. Our amazing community is always ready to help, 24 hours a day, 7 days a week.