Visitor
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3 Messages
Speed Issues after upgrading to Next-Gen Symmetrical Internet Plan + XB10
Hey all, hoping someone from the team (or anyone who's hit this) can help. For years, I have had the 2-gig plan with an XB8 modem. Recently, my neighborhood got next-gen symmetrical speeds, and I switched to the XB10 modem, but I started running into speed issues right away.
Here's a breakdown of events:
- Before: Ran an XB8 for years, got a steady ~2Gbps down and 300–360Mbps up, no matter the time of day.
- After upgrading to XB10: Uploads were great (1.5–2.1Gbps), but downloads got flaky, fine in the morning, then dropping to 750–800Mbps during evening peak hours. Swapped back to the XB8 to test, and the same download drop happened, so it wasn't the modem.
- After the line fix: Had three tech visits, then a field crew replaced the underground drop line (took about 5 minutes). Right after that, things got worse, not better: downloads are still bad, and now uploads are hard-capped at around 490 Mbps too.
Checking my signal stats at 10.0.0.1, Upstream Channel 43 shows Modulation as OFDMA, but the Channel Type is stuck on TDMA, basically the old legacy fallback mode. That would explain the 490Mbps upload ceiling. My guess is the quick line swap left something behind (a bad splice, an old filter/splitter at the pedestal) that's blocking the next-gen frequencies.
At this point, I've already done the modem swaps and had multiple truck rolls, so another standard tech visit or factory reset won't fix it. This looks like it needs someone who can pull the RF signal history on my node and send a plant/line tech back to the pedestal.
Has anyone else run into upload/download issues after moving to next-gen symmetrical with an XB10? Curious if this is a wider node issue or just my line.
XfinityDena
Official Employee
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4.6K Messages
18 hours ago
@user_0e5070
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. We appreciate your signing up to be a part of the Comcast family, and I want to be sure we can get everything figured out for with your service. Please send me a Peer to Peer message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (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
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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120.7K Messages
13 hours ago
@user_0e5070 @XfinityDena
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_0e5070
Visitor
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3 Messages
3 hours ago
I was advised to schedule a 4th tech visit in just about two weeks! Every time I have to reset the process because they keep closing the ticket as if the issue has been resolved, although the issue has NOT been resolved! This is getting ridiculous because now Xfinity is advising me that it will cost $100 for the tech visit! On what Grounds!? I am having issues with my services, and I have not yet been charged for those three tech visits! This is getting a bit frustrating, to say the least.
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