Upload locked at 40mbps

Good day,

Long story short, ever since signing up with Xfinity at my apartment my upload speed has been lock to 40mbps. I'm currently on the Gigabit X2 plan and I own the Ubiquiti UCI modem so i should be getting the full 200mbps upload advertised. I've worked with chat support multiple times and all they've done is re-provisioned the modem with no change?

This seems to be a common issue (https://forums.xfinity.com/conversations/your-home-network/gigabit-x2-package-speeds/664a3a24bce5316321a8a104)

Anybody have any idea whats going on?

Responses

XfinityAlfonso

Official Employee

•

1.2K Messages

2 months ago

Hello user_vgfa1n this sounds like a frustrating situation, and re-provisioning is part of that troubleshooting process. Besides, that, have you had an on-site visit to check all external connections? That would likely be the most next reasonable step in trying to resolve this.

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user_vgfa1n

3 Messages

2 months ago

Thanks for your response. I did request a tech to come out using the app thinking that was the issue but before the scheduled date the tech had cancelled. Ever since then I've been too frustrated to continue the process. So to answer your question no one has been on site yet to diagnose the issue.

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XfinityBradM

Official Employee

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621 Messages

That would be quite frustrating to have a pending appointment canceled and you're still experiencing the issue. If you could please send me a DM with your first and last name along with your full-service address, we can take a look from our end and ensure there are the correct mid-split codes on the account and assist with rescheduling an appointment if needed.

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

Click the "New message" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

See https://comca.st/3KQF8q9 for an example.

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2 months ago

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user_vgfa1n

3 Messages

@XfinityBradM Done, thank you!

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2 months ago

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user_vgfa1n

Upload locked at 40mbps

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