Unable to Upload Large Files over WiFI

I have an XB8 gateway and speed is not an issue (app diagnostics show I'm getting 118% of plan speed to gateway). However, if I try to upload a large file (anything over 100MB) the upload fails. I've tried with different devices and uploading to different targets. If I am not on my home network I am able to complete the upload without an issue. I am also able to do uploads when connected directly to the gateway.

I work from home and it is imperative that I be able to upload larger files for clients. Maintaining a continuous direct wired connection to my gateway is not an acceptable alternative nor is having to go somewhere else when I need to upload large files.

Wi-Fi diagnostics on the app show no issues and that I am getting a strong connection from my work laptop. Seriously considering ditching this gateway for my own device.

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MikeB39A

Problem Solver

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694 Messages

2 months ago

The easiest way to share large files online is often by using a cloud storage service like Google Drive or Dropbox, WeTransfer or Filemail. These services allow you to upload the file, generate a shareable link, and send that link to the recipient, who can then download the file.

user_nbdwh5

Visitor

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5 Messages

That's not the issue. The issue is getting files uploaded to those services. How can I share a link if I can't upload the file?

2 months ago

NoNoBadPuppy

Problem Solver

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714 Messages

2 months ago

I have seen similar issues with laptops I have worked on, and it is usually the processor getting too hot from the extend period of use. Try adjusting your power settings for processor speed to 10% low and 90% max. If you get better performance, it would indicate that it is your problem. You may have to adjust the max settings even lower, depending on your laptop. When they get hot, the system throttles the processor and chipset, and this can cause the issue you are having. Please give it a try and circle back with the results.

user_nbdwh5

Visitor

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5 Messages

There's not a heat issue with the processor. This is my work laptop so there's not anything going on that would cause consistent significant CPU usage. The only things running are Outlook, Teams, Edge and all the necessary background processes and the CPU shows about 25% utilization. The CPU is a single socket Intel Core i7 with 14 cores. I use Core Temp to monitor the temperatures and across the board, they are all hovering around 40 degrees Celsius. After shutting down everything other than Core Temp and all the background processes, the CPU is now below 10% utilization. I then tried to upload a 10GB file to my company's internal SFTP site and it failed after only transferring less than 1% of the file with a network error. Temps for all the cores stayed below 45 and CPU utilization never got above 10%.

I'm certain this is an issue with xfinity. I have seen too many posts in this forum with others having the same issue. I was travelling last week and was able to do this same upload successfully using both my hotel's wi-fi and the wi-fi at a colleague's home (not an xfinity customer).

2 months ago

XfinityJustinC

Official Employee

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1.5K Messages

2 months ago

Hello, @user_nbdwh5 thank you for reaching out over Xfinity Forums. Working from home myself, I completely understand the importance of having your home network performing optimally especially if you're uploading larger files regularly. I appreciate all the information you have provided, and answering the great forums' problem solvers questions as well, and would like to help continue to troubleshoot.

The XB8 does have our advanced security option, have you happened to notice if this feature is turned on for the XB8 or any security errors when the upload fails?
https://www.xfinity.com/support/articles/using-xfinity-xfi-advanced-security

Have you checked to see if there are any background processes running on the device, or other devices connected to the network?

Working with customers other upload speed issues we've uncovered were associated with corrupted software or drivers on devices, have you checked those?

Please follow up at your convenience, I look forward to hearing back from you.

user_nbdwh5

Visitor

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5 Messages

Hi -

Thanks for your reply. I did have advanced security turned on. Once I turned it off and restarted my laptop, I tried an upload and, while the upload did progress further than before, it did ultimately fail. Previously, I did not see any security errors when uploads fail.

This is my work laptop so there are quite a few background processes they require for internal security, etc. plus the normal ones for Windows, networking, etc.

I've checked for corrupted software and drivers but nothing there.

A reminder that this only happens at home when I am connected to the XB8 gateway. I was out of town last week and tried uploads over two different networks where I was signed on as a guest and both times they completed without issue. I uploaded the same file to the same site (an AWS S3 bucket) those two times as well as on today's attempt.

1 month ago

user_nbdwh5

Visitor

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5 Messages

An update. After restarting my gateway, I am happy to report some partial success. I am now able to upload files up to 600MG without issue. However, attempts to upload anything larger fails with the same sort of error (I simply get some sort of generic network failure message). The majority of the uploads I need to do will be in the 500MB to 1.5GB range. So, while the solution provided has helped, it is not a complete resolution to my problem.

1 month ago

XfinityPeterH

Official Employee

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2.1K Messages

user_nbdwh5 Thanks for the update. Let's take a look at your account and make sure everything is correct. Please send us a Direct Message with your full name and complete address.

How to Send Us a Direct Message:

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1 month ago

Your Home Network

user_nbdwh5

Unable to Upload Large Files over WiFI

MikeB39A

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NoNoBadPuppy

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XfinityJustinC

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