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user_t5nusl
1st Topic

4 Messages

Friday, January 19th, 2024 6:06 PM

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throttled upload speed

I recently upgraded my modem to a Hitron Coda56.  I was initially able to get upload speeds of 110 Mbps consistently, with a provisioned speed of 100 Mbps, but they have since slowed to a maximum of 70 Mbps.  I am an experienced network engineer and I have been through every troubleshooting procedure multiple times, wasting a lot of time with both first and second level technical support people who tell me that the provisioned speed is still 100 Mbps.  The second level team finally said there's nothing wrong and "enjoy the 70 Mbps speed."  I do enjoy it.  It's much better than before the equipment upgrade, but I know that more is possible, having seen it with my own eyes.  And I rankle at tech support that refuses to either investigate or give a satisfactory technical explanation for what's going on when, clearly, something changed for the worse.

Having lots of experience with speed testing, every speed test exhibits behavior consistent with throttling around 70 Mbps.  

Please at least be honest about what's going on here even if you have no intention of fixing it.

Question

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Updated 

1 year ago

 • Edited

170

1

0

XfinityKrista

Official Employee

 • 

1.5K Messages

1 year ago

Hello @user_t5nusl, thank you for taking the time to reach out on social media.  I understand your concern with the upload speeds, and I'd like the opportunity to check into that for you.

 

To access your account, will you please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.

Here's the detailed steps to direct message us:

  • Click "Sign In" if necessary
  • Click the "Direct Message” 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

4

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user_t5nusl

4 Messages

Been there, done that.  Not wasting more time doing that.  Completely unhelpful.

1 year ago

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

We apologize for the frustrating experience @user_t5nusl. Our team wants to do what we can to help. If you change your mind, please don't hesitate to send us a DM. If you have any other questions, please let us know. 

 

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.
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1 year ago

0

user_t5nusl

4 Messages

Everything I've been through should be in your records multiple times.  Part of the problem is starting over with each new agent.  No one ever consults the records and starts from square one.  Their script always says, "Don't worry, I will take ownership".  No one ever does.  Care to step up?  Consult your records on this case, please.

1 year ago

0

user_t5nusl

4 Messages

@XfinityAlyssaA​ If your team truly wants to do what it can to help, then just help, rather than constantly throwing up hoops for me to jump through.  I've jumped through all of them multiple times, but the answers I have received are very suspect and nothing changes.  You're on the team, and you want to help, right?  So help, already.  That's what I'm here for.  That's what you're here for.

1 year ago

0

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