Contributor
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64 Messages
Upload speed on 1 GB plan with Next Gen Speed Tier approved modem?
I have had a Netgear CM3000 modem which is approved for the Next Gen Speeds for a year now. On the 800/150 plan I received over that for both download and upload. Yesterday I was talked into upgrading to the 1 GB plan in order to lock in the price for 5 years for only $5 more a month. According to calls with sales and 2 tech support folks I should receive 300 Mbps upload speeds. This was announced and documented in March 2025 - see attached graphic.
The change appears to have taken effect at 5:16 AM this morning when a "docsDevResetNow" signal was sent to reboot the modem. At 5 AM I had cactual throughput of 175 Mbps upload speeds as I have had for almost a year. At 7 AM my upload speed dropped to 117 Mbps. I have a years worth of speed test resutls showing an upload speed of 175 Mbps - two regular techs as well as a bucket truck Network crew member were out during the past 3 weeks for an issue that ended up being resolved by replacing the amp and tap at the pole in front of the house. They all tested the line - watched speed tests, reviewed the modem cable connection log data, etc so know that I was seeing upload speeds of 175 Mbps. (issue was a temp related issue that created millions of errors and eventually crashed the modem when the temp dropped below 22 degrees, but when the temp rose the issue went away)
Can anybody that is using their own Net Gen Speed modem with the 1 GB plan confirm that they see 300 Mbps upload speeds?
Seems to me that they provissioned it incorrectly when they changed the plan this morning. Any thoughts on how to resolve this? Field Supervisor has looked at the line and says there are no issues. Techs that were out showed me that the line can support 2 GB with no issues. Modem admin screen says everything is great. Issue is only upload speed. See 900+ Mbps on downloads (ethernet connected computer so know I won't see anything higher on an individual coputer)
I even called in as a new customer as was told that with the Next Gen Speed modems I would see 300 Mbps with the 1 GB plan. As an FYI - last February Xfinity did something wrong and for 6 weeks I was see upload speeds in excess of 300 Mbps (have speed tests to confirm this), before they realized the mistake and reprovissioned it correctly to 150 Mbps (actual throughput of 175 Mmbps. So I know for a fact that the modem and equipment in the street/town is in fact capable of that.
Thanks in advance for any assistance.
XfinityNatalie
Official Employee
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514 Messages
1 day ago
Greetings, bob-mmk! Thanks for posting on our XFINITY Community forum with your remaining upload speed concerns. We would be more than happy to look further into this concern for you. I noticed you sent us a direct message as well. We will continue to respond in direct message for further assistance.
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EG
Expert
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115.2K Messages
1 day ago
@bob-mmk @XfinityNatalie
Be advised that sending an unrequested direct message to the support team is a violation of their forum guidelines. It may get ignored.
Please see this post about direct messaging the support team;
https://forums.xfinity.com/conversations/getting-started/direct-message/6445fb0eb9339b2013e8ff9c?commentId=6446bf50b9339b2013e93478
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bob-mmk
Contributor
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64 Messages
1 day ago
For those that might read this, it appears that Xfinity has/had offered three different plans that provide 1 Gbps service. When I was offered to upgrade to a 1 GB plan for $5 more a month than what I was paying, I was led to believe that it was a plan that would also provide 300 Mbps of upload speed instead of the 100 Mbps plan that I was given. Several Xfinity employees from different departments stated that yes, indeed I would receive 300 Mbps. Either intentionally as they do get paid by sales/upgrades as I was told by the Loyalty Department, or due to not being trained well – I was misled, with the End result – I am now paying more for less than I had.
The area Field Supervisor did some digging today – after verifying that the line is great and the lower speeds were not due to any hardware issues, he came across a chart showing the different offerings (past and present) and confirmed the boot file I had was for a plan with only 100 Mbps upload speeds.
They offer or did offer:
Plan named Gigabit Internet with 1.1 Gbps/300 Mbps
Plan named 1 Gig with 1 Gbps/100 Mbps
Plan named Gigabit Extra with 1.2 Gbps/200 Mbps
One year ago they offered 800 Mbps/150 Mbps – the plan I had - that is no longer available and they cannot/will not put me back to where I was.
Currently they do not offer a 1 Gbps service with more than 100 Mbps upload speeds. They appear to be pushing customers into a 2 Gbps plan in order to receive uploads of more than 100 Mbps. The Customer Loyalty team confirmed this with me.
While they have you agree online to any changes made, the document only shows the download speed that you are signing up for, not the upload speed.
I am told (by Network/Bucket Truck team and Customer Loyalty that they are moving to be able to offer fiber to the house with symmetrical speeds – perhaps in NH by the end of the year. No word on price though. With Fidium Fiber offering 1 Gbps up and down for $55 a month we will see how Xfinity prices there offering.
Too late for me – but want others to know that you need to ask to see in writing what the upload speeds are before making any changes if that is important too you
Good luck!
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