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user_tgfybr
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Sunday, October 29th, 2023 12:54 PM

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Upload speed lower than advertised

I have Xfinity Gigabit Extra (1200 down / 200 up). I'm able to get the 1200 down - sometimes it even goes to 1400. But the upload seems to be limited to 40 or 45. I've gone through all the usual troubleshooting steps with the chat bot and none of it has helped. The signal levels appear to be good. I'm thinking it might be an account setting or a provisioning issue. How do I escalate that to customer support to check on?

Question

 • 

Updated 

1 year ago

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Accepted Solution

user_tgfybr

6 Messages

1 year ago

This has been resolved!! Someone from the advance (something something technical team) called and they had resolved the issue on their side. 

Thank you all for helping.

8

XfinityGabriel

Official Employee

 • 

2K Messages

We are happy to hear it, @user_tgfybr! Just a quick recap. You reached out yesterday about not receiving the correct upload speeds. We sent a signal and set up a tech appointment to assist with a solution. Today, someone from our Advanced Repair team resolved the issue on our side. Would you like me to cancel the appointment today?

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

1 year ago

0

user_tgfybr

6 Messages

Yes. The appointment can be canceled. 

1 year ago

0

XfinityGabriel

Official Employee

 • 

2K Messages

Awesome, @user_tgfybr! I have now cancelled the appointment. Thank you again for your business and time. We will check back in with you in a few days to see how everything is working. In the meantime, please feel free to reach out with any additional questions or concerns. Have a great rest of your Monday.

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

1 year ago

0

XfinityGabriel

Official Employee

 • 

2K Messages

Happy Friday to you, @user_tgfybr! I just wanted to check back in with you one more time today to see how the services are holding up. 

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

1 year ago

user_tgfybr

6 Messages

@XfinityGabriel​ So far they have been good.. with one little exception..

At home on the Xfinity network.. running various speed tests (fast.com, speedtest.net, speed.cloudflare.com, speedtest.xfinity.com), I'm getting the full advertised speeds - 1400/200mbps. But if I'm uploading to YouTube, speeds seem to be limited to 20-40mbps. At my work on the corporate internet connection (100/100mbps), I'm able to upload at 100mbps to YouTube.

But.. I just tested an upload to Vimeo and that went up to 180mbps. So I'm not sure if YouTube has a limit or if there is something on the Xfinity side that's limiting it.

Overall, I'm please this was resolved. I don't upload to YouTube often so it isn't much of a priority to dig in to. I'll do some work on my side to see if there is a setting that's holding that up somewhere.

Thank you for assisting and the quick response!!

1 year ago

0

EG

Expert

 • 

108.3K Messages

1 year ago

What is the exact make and model number of the modem that you are using ?

1

0

user_tgfybr

6 Messages

It is the Xfinity XB7 modem.

I've done some additional digging around and I'm guessing that the faster upload speeds aren't setup or ready for the area I'm in.

1 year ago

0

EG

Expert

 • 

108.3K Messages

1 year ago

If you look at the XB7's user interface pages here http://192.168.100.1  or here http://10.0.0.1 (admin is the default username and password is the default password). Once you log in, and are at the main screen, you will need to select the dropdown menu for Connection under Gateway. Then select XFINITY Network. Scroll down to find the downstream power, the SNR, and the upstream power information, do you see a locked-in Upstream OFDMA channel ? The channel / signal table should look similar to this;

<tabindex=-1>Upstream OFDMA Channels</tabindex=-1>
Channel Lock Status Modulation / Profile ID Channel ID Frequency Power
1 Not Locked Unknown 0 0 Hz 0 dBmV
2 Not Locked Unknown 0 0 Hz 0 dBmV

(edited)

0

0

user_tgfybr

6 Messages

1 year ago

Downstream
Channel Bonding Value
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
193
Lock Status
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Locked
Frequency
555 MHz
513 MHz
519 MHz
525 MHz
531 MHz
537 MHz
543 MHz
549 MHz
561 MHz
567 MHz
573 MHz
579 MHz
585 MHz
591 MHz
597 MHz
603 MHz
609 MHz
615 MHz
621 MHz
627 MHz
633 MHz
639 MHz
645 MHz
651 MHz
657 MHz
663 MHz
669 MHz
675 MHz
681 MHz
687 MHz
693 MHz
699 MHz
957000000
SNR
43.9 dB
45.0 dB
45.0 dB
44.9 dB
44.6 dB
44.1 dB
44.0 dB
43.7 dB
44.0 dB
44.1 dB
44.0 dB
44.1 dB
44.2 dB
44.0 dB
43.8 dB
43.7 dB
43.8 dB
43.8 dB
43.9 dB
44.0 dB
44.0 dB
43.9 dB
43.8 dB
43.6 dB
43.4 dB
43.5 dB
43.6 dB
42.8 dB
43.8 dB
44.0 dB
43.8 dB
43.4 dB
40.5 dB
Power Level
6.5 dBmV
8.4 dBmV
8.3 dBmV
8.2 dBmV
7.8 dBmV
7.1 dBmV
6.7 dBmV
6.5 dBmV
6.8 dBmV
7.1 dBmV
7.2 dBmV
7.4 dBmV
7.6 dBmV
7.5 dBmV
7.2 dBmV
7.1 dBmV
7.1 dBmV
7.2 dBmV
7.4 dBmV
7.6 dBmV
7.6 dBmV
7.3 dBmV
7.2 dBmV
7.0 dBmV
6.7 dBmV
6.9 dBmV
7.0 dBmV
7.1 dBmV
7.2 dBmV
7.3 dBmV
7.1 dBmV
6.7 dBmV
2.0 dBmV
Modulation
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
256 QAM
OFDM
*Channel ID 20 is the Primary channel
Upstream
Channel Bonding Value
Channel ID
1
2
3
4
41
Lock Status
Locked
Locked
Locked
Locked
Locked
Frequency
16 MHz
22 MHz
29 MHz
35 MHz
36 MHz
Symbol Rate
5120
5120
5120
5120
0
Power Level
42.5 dBmV
42.3 dBmV
42.3 dBmV
42.3 dBmV
34.2 dBmV
Modulation
QAM
QAM
QAM
QAM
OFDMA
Channel Type
ATDMA
ATDMA
ATDMA
ATDMA
TDMA
CM Error Codewords
Channel ID
20
13
14
15
16
17
18
19
21
22
23
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
193
Unerrored Codewords
376306515
1149777440
1149783049
1149787974
1149793241
1149799451
1149805154
1149810161
1149815324
1149820701
1149824847
1149830794
1149835732
1149841247
1149847244
1149851980
1149858053
1149860114
1149864930
1149870544
1149875197
1149880681
1149885617
1149890709
1149895220
1149900395
1149905430
1149910797
1149916087
1149920817
1149923466
1149924350
376306515
Correctable Codewords
76972754
0
0
0
0
0
0
0
0
10
14
11
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
76972754
Uncorrectable Codewords
0
0
0
0
0

1

0

XfinityAlyssaA

Official Employee

 • 

1.8K Messages

Good afternoon and happy Sunday @user_tgfybr, we'd be happy to ensure your modem is provisioned correctly. To get started, can you please send us a Direct Message with your first and last name along with the service address on the account?

 

To send a "Direct Message" ("Private") message: Click "Sign In" if necessary

  • Click the "Direct Message chat" icon
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

 

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

1 year ago

0

EG

Expert

 • 

108.3K Messages

1 year ago

Channel 41 is the upstream OFDMA channel. And it shows that it is "Locked" in, but the power level is very low so I'm not certain that it's valid, sorry.

I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to poll the XB7 to check and confirm that the speed configuration file that is loaded in is the correct one for the gen-2 upload speeds. You should get a reply here in your topic. Good luck ! Keep in mind that it may not actually be available in your particular market area yet.

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