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user_4ukfw4
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Friday, December 20th, 2024 8:50 PM

slow upload

i have been paying for 2G connection and have a modem recommended by Xfinity and my upload is capped at 40 mbps. it that a way for xfinity to get me to lease a modem from them?

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Updated 

4 months ago

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3

XfinitySheila

Official Employee

 • 

1.1K Messages

4 months ago

 

user_4ukfw4 Hi there! We do not have a way to limit speeds in any way, we recommend checking your connections and basic troubleshooting via our amazing Xfinity App. If this does not help we can take a closer look. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

2

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user_4ukfw4

4 Messages

i am quite sure you can. just restrict the upload speed defined in the firmware that is part of the provisioning. there are no one using a surfboard s33 who can get more than 41 MB/s upload speed. is that just coincidental?

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4 months ago

0

XfinitySheila

Official Employee

 • 

1.1K Messages

There are a number of factors, when it comes to 3rd party equipment we are limited to what we can access and what we can troubleshoot. Have you ensured that your firmware is up to date or reached out to the OEM?

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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
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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4 months ago

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BruceW

Gold Problem Solver

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26.3K Messages

4 months ago

@XfinitySheila wrote: "... We do not have a way to limit speeds in any way ..."

            and                 "... Have you ensured that your firmware is up to date ..."

Both of these statements are incorrect:

  • Comcast/Xfinity "limits" ALL internet plans to the subscribed speeds.
  • Firmware is updated by Comcast/Xfinity, not the customer. Neither customers nor device manufacturers have any way to update modem firmware.

@user_4ukfw4: 

Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds introduced last year.

The S33 is not compatible with those speeds. Only a few retail devices are. See the "Next Gen" list at the top of the "All Compatible Devices" PDF linked near the bottom of https://www.xfinity.com/support/devices (at the moment that link points to https://assets.xfinity.com/assets/dotcom/projects/cix-4997_compatible-devices/2024.09.18%20Full%20List%20of%20Compatible%20Devices.pdf, but this changes from time to time).

For faster upload you need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group in the "All Compatible Devices" PDF:

  • Hitron Technologies CODA or CODA56
  • Netgear CM2500, CM3000, or CBR750
  • ARRIS/Surfboard G20, G34, G36, G54, or S34
  • Ubiquiti UCI 

Comcast/Xfinity could make all of this much simpler and clearer, but they have chosen not to do so.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

(edited)

1

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user_4ukfw4

4 Messages

@BruceW​ 

my point exactly. Xfinity downloads the firmware to the device. The firmware that is downloaded during provisioning defines the speed. Xfinity tries their best to have customers lease a modem from them.  Even in that list they show the s33 as capable of doing over 400 mbps upload. This leaves me to believe that Xfinity provides firmware during provisioning that purposefully gives the customer less upload than they pay for as a means of forcing the customer to use their provided equipment for a fee.

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4 months ago

0

EG

Expert

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109.9K Messages

4 months ago

@user_4ukfw4 

FWIW. Actually, it's the speed configuration file / bootfile that is loaded into it when the modem is provisioned that determines the speeds, not the firmware load.

(edited)

2

0

user_4ukfw4

4 Messages

In any case that file is provided by the ISP. And if Xfinity wanted to provide their customers with the correct upload speeds that they pay for Xfinity would provide the proper file. 

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4 months ago

0

XfinitySheila

Official Employee

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1.1K Messages

 

user_4ukfw4 I assure you that we do our best to provide you the speeds necessary as we have many customers with thirdparty equipment that do not have this issue, we do not in any shape or form discourage you from choosing owned equipment over our leased modems, other than we are not capable of fully troubleshooting equipment that does not belong to us. We would love to assist in reviewing your service and equipment on our end, at this time we are not able to provide any additional details as we do not send any incorrect firmware knowingly or purposely. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "direct messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

Please let me know if you have any questions or run into any problems. 

 

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
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
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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Reply

4 months ago

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