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raybilla
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4 Messages

Thursday, July 24th, 2025

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Slow Upload Speed of only 6 Mbps

Hello all! I am looking for support on an issue with my internet, and would greatly appreciate any and all support. Thank you in advance.

I upgraded back to the 1 Gig plan after a year on the 500 Mbps plan. Speeds on the 500 plan, on a hard-lined PC, were normally 550-650 down, 25-30 Up. Previously, on Gig, hard-lined PC would pull 850-940 down and 20-25 up. Speed after upgrade back to Gig, 650 - 690 down 40 up.  I called in to support to trouble shoot. I don't know what they did, but I ended up with slower upload speeds, upload speed was now between 5 and 6 Mbps. I work from home and video conference most if not all of my day. Someone is scheduled to come out as they now are seeing "trouble" but after reading some of the posts in the forum, I believe that it simply needs to be addressed at higher tech level. Possible provisioning or speed configuration issue? 

For context my home network equipment remained the same

  • Modem - Motorola MB8600 
  • Router - Ubiquiti AmpliFi Alien connected with Cat 5e
  • Switch - Netgear  5 port 10/100/1000 Gigabit Ethernet Unmanaged

UPDATE:

Tech came out and said nothing wrong on their end. Did ask me what plan I was on, since he saw the 600 plan boot file on my modem. He called in to some department and asked to update boot file. I heard the agent tell him that my modem was not compatible with the new speed and that I need a new modem. However, based on the compatible modems list, my modem supports wired speeds of up to 949 down and 35 up.  

Question

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Updated 

26 days ago

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XfinityAmira

Official Employee

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4.3K Messages

29 days ago

Hi raybilla! Thanks for visiting our Xfinity Forum and taking the time to reach out to us about the lower speeds you've been experiencing since you upgraded. We appreciate you being a customer with us, and I certainly know the importance of receiving the speeds you're paying for. My team is here to support you. 

 

Thank you for all the updated information, and I am happy to hear the tech made it out. For troubleshooting purposes and to confirm, did they attempt to update the boot file with your current modem? What did the technician inform you before they left (what was their resolution)?

 

Please also note that sending unsolicited direct messages is a violation of our forum guidelines. You must first create a Public post requesting assistance, and once a Comcast-verified employee responds and asks for a direct message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you. 

 

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raybilla

Visitor

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4 Messages

Hello, and thank you so much for replying. To the best of my knowledge they did not do anything in terms of the boot file, but I can't say with certainty that the phone agent did not. The only thing that was made clear was that the onsite tech was told that I needed a new modem as my modem was not compatible. Before he left the onsite tech recommended either get a new modem on my own or visit the Xfinity store to get a modem directly from the company. After the technician left, I factory reset my modem hoping that would help, but I am still only getting between 4-6 up.

(edited)

29 days ago

0

XfinityAmira

Official Employee

 • 

4.3K Messages

Got it! Replacing the modem may be our only option, but we would love to further troubleshoot this with you on our end. We will respond to your direct message and go from there. Thank you! 

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

29 days ago

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raybilla

Visitor

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4 Messages

I appreciate your support, thank you!

29 days ago

0

raybilla

Visitor

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4 Messages

Update: I purchased a new modem, and the speed issues have been resolved. To be fully transparent, I was set up with another tech appointment, but cancelled the appointment after testing the new equipment. That being said, it is possible that the tech could have found something to be wrong with the modem I had (MB8600) or it could have been something that could have been remedied, as at one point I was getting 700 down and 40 up with the gig plan.

Ultimately, I decided that in the long run, I would benefit from the newer modem since I work remotely, and needed to upgrade my network anyway as I will be adding many smart devices to my home network. 

I am now getting up to 1100 down, and 120 up. I work for a national retailer and took advantage of loyalty programs and employee benefits for the below.

New Equipment:

  1. Modem-NETGEAR CM3000
  2. Router-NETGEAR RS500

Also tried my old router and got 1000 down and 120 up. 

(edited)

26 days ago

0

XfinityJustinC

Official Employee

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1.5K Messages

@raybilla thank you for your time working with us over Xfinity Forums, I'm glad that the speeds are now more consistent, working from home myself I rely on my home network to be working well. If you do experience issues and don't have time to reach out to us here, you can log into the Xfinity App and run some troubleshooting where remote fixes will first be attempted, and if unsuccessful would recommend a technician visit: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting

We're available 7 days a week between 6am - 1 am for employee support here at Xfinity Forums as well as Reddit if you use that platform also. Have a good rest of your day. 

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

26 days ago

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