Visitor
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3 Messages
Stuck at 5–6 Mbps Upload on Own Approved Modem After Gig Plan Upgrade (Need Bootfile / Provisioning Push)
Hi everyone,
Hoping a mods/rep here can help me clear up a provisioning issue on my account.
I recently upgraded my Xfinity plan from an 800 Mbps tier to Gigabit internet. Here is what has happened with my speed tests and hardware setup:
Old Personal Modem (Docsis 3.0): Got around 17 Mbps upload on my previous plan.
Xfinity Gateway: Used for 1–2 weeks right after upgrading to Gigabit and was getting around 118 Mbps upload.
New Personal Modem (Docsis 3.1 Approved): Activated my own newly purchased, Xfinity-approved DOCSIS 3.1 modem. Amd getting between 5 to 6 upload.
The Issue: Ever since activating my new customer-owned modem, my download speeds are fine, but my upload speed is hard-capped between 5 and 6 Mbps.
I know my new personal modem may not be rated for the full high-yield/next-gen 100+ Mbps upload tier, but it is fully rated for standard tier uploads (at least 35–40 Mbps). It feels like my account/MAC address is stuck on a default, throttled, or legacy "fallback" bootfile rather than the proper Gigabit profile for customer-owned equipment.
What I Need: Could a representative please re-provision my modem on the back end? Specifically, I need a fresh bootfile re-push sent directly to my modem's MAC address and an account refresh to clear out any residual rental-gateway configurations.
I can provide my account details and modem MAC address via Direct Message. Thanks!
user_3ak3y6
Visitor
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3 Messages
1 day ago
FYI I read other topics that were similar, I already sent a DM to Xfinity Support. Just waiting on a reply either here or there. Thanks again!
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EG
Expert
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121.2K Messages
13 hours ago
@user_3ak3y6
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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XfinityAmandaB
Official Employee
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3.5K Messages
5 hours ago
Thank you for stopping in for help with your upload speed on your new modem. We would be more than happy to help. Please note, as @EG mentioned, you do want to avoid sending unsolicited private messages; that would mean that after you make your post, you have to wait for one of our Xfinity support team to invite you into private before sending a DM. Since we do work posts in the order they were made, this ensures we are able to assist all of our community members in a timely manner and that your message is not missed once we do extend that invitation.
With that, I do need to get your personal information to check your current bootfile.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. Click "Sign In" (If necessary). Click the "Direct Messaging" Icon. Click the "Start New Conversation" (pencil and paper) icon. In the “To:” line, type "Xfinity Support". As you type, a drop-down list will appear. Select "Xfinity Support" from that list. An "Xfinity Support" graphic will replace the "To:" line. Type your message in the text area near the bottom of the window. Press Enter to send it. How to: Direct Message Within The Forum.
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user_3ak3y6
Visitor
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3 Messages
2 hours ago
Sorry about that! Thanks for letting me know how the posting process works. I was just eager to get things sorted out and didn't realize unsolicited DMs were against the guidelines. I'll send over a direct message to Xfinity Support with my account details right now. Thanks for your help!
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