Slow upload speed even after requesting an Xfinity gateway for symmetric speeds

@XfinityAmandaB​ Yes. It keeps getting issues after it tells me to reboot gateway then wait 10 minutes for it to detect the gateway signal. It asks me if i want to connect to a human rep, i say yes, then it says "Sorry, something went wrong and I can't connect you with an agent right now." My internet comes back normally after the reboot but the upload speed is still slow.

@user_rgjg0d

Thanks for reaching out to us and we do apologize for any inconvenience or confusion. \If you're in the symmetrical area where you get the speeds of 1000/1000Mbps  you actually need our XB10 modem https://www.xfinity.com/support/articles/broadband-gateways-userguides

 The fastest way to get the correct modem is go to the local xfinity store and just pick up one for free

@XfinityOrlandoM​ So i was able to switch gateways to XB10 as you mentioned and i still get only up to 80Mbps upload speed. I eventually was able to get in touch with people in the Xfinity Assistant one night. They reprovisioned the XB10 gateway/modem and they said my "modem is fully online and working with a strong signal" and all i needed was to reboot it. It's still the same after reboot. They seemed to have an initial issue of seeing two accounts for my address, the old one that i replaced with this new one was still showing up. (Or two different service address with different plans, but they're the same address.) Maybe that is causing conflicts with the proper signals incoming to the gateway? The final billing cycle for the old plan ends next week. Do i wait for the old plan to fully close to check again for improvement? Early this morning when no one's using the internet, i factory reset the gateway to reactivate it again in the Xfinity App just to see if it does anything different. It is still the same upload speed.

@user_rgjg0d Send us a direct message with your full name and service address. We will want to make sure the provisioning and bootfile on the XB10 are correct. Not sure if the other account would impact this but we won't rule it out and can check that too. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "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. 

@user_vmjj8n I'm sorry to hear your connection is down. Our Xfinity App is free to download and is the best place you can check on the status of your connection. If you're signed up for our text alerts you would also receive a ext message about downtime. You can also text OUT to 277278 and receive a quick status update on your service.

Are you able to check the app or check via text message for us?