[Resolved - Partially] Gigabit x2 - Only getting 1400Mbps download / 40Mbps upload

Good morning user_49c0d6! Thank you for reaching out on our Xfinity Forums for help with the speed issues you are seeing with the Xfinity internet gigabit connections. I understand that you already cleared up part of the issue with our support teams. I'm sorry that you had to put so much time and effort into figuring that portion out, but at least we have one issue down. I think I have the second part figured out as well. Based on the current list of eligible modems for out Next Generation upload speeds, the Motorola MB8611 is not listed as a compatible device at this time. Here is the Compatible list, the Next Generation eligible devices are listed at the top. 
I believe this is why the upload speeds are not reaching 200 Mbps. 

Any follow up on your results? I had the 1.2Gbps plan for a few years, then I noticed my bill jumped up. When I finally got a hold of a human on the phone (NOT EASY) they explained that that plan had been retired and that I am now in the 2xGigabit extra next generation blah blah plan, same as you. 2000 down and 300 up. After arguing all this there was no way to keep my old plan so I was forced into this one.

Hearing that my upload speeds were increased to 300 I wasn't thrilled about the situation but they backed me into a corner.

I have the same modem you do.

I have a direct hardwired Ethernet cable, actually purchased 3 of various types (cat 6e, 7,8) because I know that "support" likes to always blame your own wifi signal or the internet cable. So I came prepared. I have a 2.5Gbps port on my computer so I was hardwired to the modem so they couldn't play those games.

I ran a speed test and depending on time of day ect.. I would get 1500-1900Mbps, which is fine whatever good enough but the UPLOAD is where I was angry. It would cap out at about 42Mbps consistently. On my wifi router (which is normally hardwired to the modem with a 2.5Gbps port) I can run a speed test and got the same results, it keeps records of all the speed runs, and I looked back historically and I have NEVER gotten more than 42Gbps UPLOAD. I didn't notice this on my old plan, honestly at the time didn't look at what the upload was, I'm pretty sure it was way higher than this.

This is a COMMON problem people are facing, this modem in particular seems to come up a lot with NO RESOLUTION to the issue.

I made them send a tech out, signal strength was "extremely good" in his words. He was unable to do any other kind of troubleshooting, he literally looked at me like I speaking another language when I told him I have a laptop with 2.5Gbs hardwired we can test with. He had no idea what that even meant. At that point I knew this service call was just a waste of my time. I made him call in to his back-line "tech" team, who immediately started in with "have you tried another cable, have you hardwired into the modem" suffice to say USELESS. The kid (he looked young) said he couldn't do anything to which I said, "no you need to fix this or adjust my payments there's an issue here" he had nothing to offer he literally just walked out the door and left! I've a senior I.T. admin for 20 years I know my stuff.

I had one chat guy (boy that is a crazy adventure, you should try it and see how many times you randomly get a new staff support member, I think I ended with 5), one of them told me my modem was not capable of the speeds, to which I said I literally have have a 2.5Gbps WAN port on my modem, could could it not support it? Also the manual says the modem is good for up to 800Mpbs upload. So he just dropped and transferred me. Finally the 5th support guy was somewhat helpful, he confirmed that my MODEM IS NOT THE ISSUE AND IT IS SUPPORTED. He ran some tests and confirmed there is "some issue" hence I got the tech sent out.

The problem I have is as follows:

1. I work from home, and my internet (hardwired) will drop randomly for a few minutes every day multiple times per day. I can't have that happening. This started with I was forced into this new plan.

2. Forced upgrade = more money, I didn't want this nonsense. But if you are going to bill bet I better get what I pay for (I know it wont be exactly 2000/300 but 40 up is horrible)

3. The MB8611 modem - shows issues when you log into it, I researched those issues and could not find a direct root cause. Motorola isn't going to help and anyways Xfinity is pushing the programming to the modem so...

4.After searching the web I stumbled across a page that says with this next gen multi gig internet that ALL CUSTOMER OWNED MODEMS ARE NOT COMPATIBLE. That's right even though they are on the compatible webpage it appears those are just lies.

5. To resolve this you MUST rent one of their XFI modems for $15/month. FLAT OUT NO OTHER WAY AROUND IT.

Quote:

Our next-generation network is more reliable and allows you to upload content faster than ever. In some areas, it even allows us to deliver equally fast upload and download speeds, so you can connect hundreds of devices at the same time at peak hours. Stream, work and play like never before.

• The new upload speeds in enhanced markets are up to 5–10 times faster than before, ranging from 75–200 Mbps.
• X-Class Internet (X-300, X-500, X-Gig, X-2Gig) offers equally fast upload and download speeds above 200 Mbps.  
  • These speeds are available in limited areas, and customer-owned modems are not currently compatible with X-Class speeds. 

Sometimes, our network upgrades and improvements exceed retail device capabilities. You may be unable to take advantage of the latest improvements in speeds and features if you own a device (cable modem, eMTA and/or gateway) that isn't certified for our enhanced speeds.

Here's the URL to this garbage situation:

https://www.xfinity.com/support/articles/upgraded-areas-leased-equipment-required-for-upload-speeds

So basically Xfinity has upgraded my area to X-class internet, and made my previous plan/price unavailable and dumped me into this one. Now with my Motorola Modem I am not getting the UPLOAD speeds, you can see its capped when running the tests. Plus my internet now randomly drops throughout the day. The only solution is to rent a modem from them for $15/mo.

Can you believe this nonsense?!? I'm hoping to see if you figured out a solution, I am thinking of trying out some other modems and hoping they work. NO WAY I am renting a modem from them. I have specialized equipment on network that would not work with their junk router/wifi combo. They offered to give to me for free but I have to sign a 2 year contract!! Heck no!! I hate contracts and I refuse to be in them, because the second another ISP is available here I am GONE. Or I may move in a year when my lease is up and again I'm GONE if there's any other ISP available. So I would  get hit with a cancellation fee!

Its unreal to me. Clearly all they need to do is program the modems to support the speeds but instead nah lets force them in our junk modem/router combo.

So I'm going to buy a new modem and hope it works, if not I can return it, I've seen forum posts that even the newer modems have the same type issues.

If that doesn't work I am going to bluntly ask them what level of speed tier is my modem fully supported for UP and DOWN speeds and likely change over to that tier.

The whole situation is garbage, shameful what they are doing. No one directed me to that link or shared those exact details, that would have saved me time.

So  it looks like the Motorola MB8611 modem with the 2xGigabit / 300 down plan does not work right, multiple disconnects during the day + upload speed capped at around 42 Mbps. I do get the download speed around 1500-1900.

I hope this helps others out there dealing with this nonsense. Maybe you're the type to just go for the 2 year plan for the free modem you rent and get the speeds, but I'm not the type of person that likes to be bullied into paying more and forced into their rules. So yeah I'm not giving up. I would bet eventually Xfinity will start to program more modems to work, but right now its a monopoly cash cow for them. Please if someone has a found a modem that works correctly please take the time to share with the community. I created an account here on the forums just to post this message because I know others, many others, are in the same boat. The biggest issue is the random disconnects throughout the day, I simply can't have that I work from home!

Long post I know but I wanted to share what I've been through and my plans. So as of now 1/18/2025 if you have the "X-class" 2Gbps up and 300 down on a Motorola MB6811 it's NOT going to work right. I just finished typing this and I see that there is a response from an employee. LOL we'll I guess I wasted my time, and I am sure as heck going to try the modem's they claim work. I'm going to leave this post in case someone else Google's their way onto this post. At least I am giving more background info.

Take care all, band together do not let Xfinity bully us!