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stape2000
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19 Messages

Sunday, May 2nd, 2021 3:31 AM

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Switch from SB8200 to S33 - terrible upload speeds

I had the SB8200.  I noticed the slow upload speeds and decided to get a new modem with 2.5gbs.  I purchased the S33 and gave the SB8200 to my in laws.  My download was around 900 with 40 upload.  Prior to the switch my upload dropped to below 5mb.  I will attach my modem stats and see if someone could figure out what the issue is.  I am a teacher still working from home and uploading all these videos and content now takes me forever.  Thanks for your time.  

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4 years ago

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Accepted Solution

stape2000

Contributor

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19 Messages

4 years ago

I just wanted to add that after speaking with the rep through the private messages we were able to figure out that the system still had my old modem listed.  Once fixed my speeds improved to where they should be.  Thanks again for everyone's help.  

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XfinityRay

Official Employee

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2.7K Messages

You're welcome, @stape2000! You were wonderful to work with! Just for community awareness, we had the modem added to our system but the equipment hierarchy was wrong. When that happens our systems can't properly communicate with the equipment and get the needed signals through. That is something an agent has to adjust in the system. Please reach out anytime and thank you for being a part of our community!

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

4 years ago

stape2000

Contributor

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19 Messages

4 years ago

I would like to add that I have no splitters and its a brand new high quality coax cable coming into the modem.  I also do have a 5th upstream bonded Channel.  

5 Locked SC-QAM 40400000 Hz 3200000

45.8 dBmV

(edited)

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stape2000

Contributor

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19 Messages

4 years ago

I forgot to post my event log.  

8

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XfinityRay

Official Employee

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2.7K Messages

Hello, @stape2000! Thank you for reaching out about your service and for being a teacher! We are glad to help and want to see your service working perfectly! We appreciate the modem logs, update about the splitter, and that you have swapped your modem out. When you changed the modem out did you have the new one added to your account? Have you tried any other troubleshooting steps such as sending signals in the Xfinity My Account app?

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

4 years ago

0

stape2000

Contributor

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19 Messages

Yes I did have the new one added and have tried using the app multiple times to reset and fix the issue with no luck.  

4 years ago

0

XfinityDena

Official Employee

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3.2K Messages

I would like to look further into your account. Can you please send us a Private Message with your first and last name and service address? To send our team a private message, click the chat icon at the top right of the screen. Choose the handle "Xfinity Support".

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

4 years ago

0

stape2000

Contributor

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19 Messages

Thanks.  Message sent

4 years ago

0

XfinityDena

Official Employee

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3.2K Messages

Thank you Jake! May I have your name exactly as it appears on the account? 

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

4 years ago

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