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Sunday, August 18th, 2024 3:45 AM

Upload speed 7x slower than what I am paying for

I unfortunately feel that I am out of options but to let others know about my current experience.

I must have spoken to 10 different xfinity support agents, and I either get transferred after 30 minutes of (the exact same) troubleshooting with every other agent, or assured that 'my issue will be resolved', and then offered to upgrade my subscription to a faster speed. No...I want to get the speed that I currently pay for!

I pay for 1000/150 currently (bay are, CA). My account page shows this plan with exactly these numbers. I use my own modem (ARRIS Surfboard S33 DOCSIS 3.1) and pay extra for unlimited data.

I get 1000 download speed consistently - this is the good news!

I get no greater than 25mbps upload speed, most of the time 20mbps or so. It appears to be a cap in speed, or some error in provisioning my plan for my address/cable hookup.

I am tired of chatting with xfinity agents with no resolve, and have no other options for cable or fiber internet in my community, so posting here to get any feedback or attention possible.

Accepted Solution

Gold Problem Solver

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26K Messages

2 months ago

... I pay for 1000/150 ... ARRIS Surfboard S33 ...

There are only a few retail devices on their "Next Gen Speed Tier" list that are compatible with the new higher upload speeds, and the S33 is not among them. See:

Realize that although Comcast calls some devices "Compatible" and some "Recommended", for all but a few devices those designations only mean "compatible/recommended for use with their Internet service", and not necessarily approved for the new upload speeds.

You need one of Comcast's newer rental gateways (XB6, XB7, XB8) or one of the few retail devices shown in the "Next Gen Speed Tier" group with an upload speed rating in the "All Compatible Devices" PDF.  Also see the Reddit link, which lists the approved devices as well as other requirements for faster upload speeds.

Comcast could make all of this information much clearer and easier to find, but they have chosen not to do so.

Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.

2 Messages

2 months ago

Thanks for the detailed answer. Is there any way to know if I’m in the enhanced service area?

3 Messages

You can go here https://www.xfinity.com/broadband-labels If you see the 2000Mbps Gigabit x2 tier option for your address, then your address is upgraded to Mid-Split. If you see the 1200Mbps Gigabit Extra tier option, then your not upgraded to Mid-Split.

Official Employee

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1.5K Messages

 

user_oq25as Hello! Thank you for reaching out to us here on our Community Forum. We'll be happy to check and see if you are in an area that is providing our Next Generation Speeds. Can you please send us a Direct Message with your full name and address? Here are instructions on how to send us a DM in case you need them:

 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

 

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Gold Problem Solver

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7.9K Messages

2 months ago

The S33 is currently NOT supported for the higher mid-split upload speeds. If you see the higher upload speed on your plan, then you are in an area that can support it. It's unknown when, if ever, the S33 will be supported. The newer S34 is.

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