Upload Speed on Speedtest

Greetings, @user_q87o3v! What a great plan to have the symmetrical 1 Gig speed! You should be seeing more than 120 Mbps upload speed. We are happy to further help and will get that working flawlessly! What modem are you using in your home? Do you have a separate router? Are you testing wired to the modem, wired to a router, or on WiFi? 

Details of my experience with Xfinity customer support:

1. While renewing my annual plan, was offered a 1 Gbps upload / 1Gbps download services which I chose.
2. Xfinity sent me a new modem/router. I did not check my internet speed at this point.
3. Got a message from Xfinity regarding a modem/router upgrade, opted in.
4. Got the new modem/router, set it up, and did a speedtest.
5. Results came out to ~120 Mbps upload / 1200 Mbps download.
6. Called Xfinity inquiring about the upload speed, as I had expected 1 Gbps upload speed.
7. Bounced around a few times, ended up scheduling a technician visit for 11 Nov between 2-4pm with an agent who assured me that the technician would be able to upgrade something and get me better upload speeds.
8. Xfinity’s system called me at 6:11pm on 10 Nov for visit confirmation.
9. 11 Nov 2pm comes around, no contact from Xfinity.
10. 11 Nov 3pm comes around, still no contact. I call Xfinity to inquire about the appointment. 
11. 1. Agent A tells me that they called the technician to check, and assures me that the technician will be here before 4pm.
12. 11 Nov 4:30pm comes around, no contact from Xfinity so I call Xfinity again. 
13. 1. Agent B tells me that they will call the technician to check and puts me on hold.
    2. Agent B comes back and tells me that the technician did not come because I wasn’t at home. Agent B also claims that the technician had tried to call me.
    3. In the process, Agent B created an “escalation ticket” which was immediately closed.
    4. When I asked for proof that the technician had come by and tried to contact me, Agent B hung up the phone. (4:26pm)
14. I call Xfinity for the third time immediately after I got hung up on. (4:39pm)
15. 1. This time, the agent (Agent C) I was connected to tells me that there is no way the technician tried to call me, as everything is done through text messaging now.
    2. After putting me on hold, Agent C returns and tells me that the technician had left notes saying that they arrived at 2:27pm and left at 3:17pm because I was not at home and could not be contacted.
    3. I point out that I had called at 3pm and checked with Agent A who had told me that they weren’t here yet.
    4. Agent C claims that this “it is my word against the technician’s”, and that there is nothing he can do except reschedule my appointment for 12 Nov 10am-noon. I decline.
    5. I inquire about making a formal complaint and Agent C escalates me to Agent D who claimed to be the supervisor. (~4:58pm)
    6. Agent D claims that agents cannot directly contact technicians, and that all information I had gotten before was false.
    7. Agent D claims that my appointment was cancelled at 4:53pm with a note saying that I was not home, which was during the time that I was speaking with Agent C.
    8. Agent D claims that I have a new appointment between 10am-noon on 12 Nov, which I had declined. Agent D cancels this appointment.
    9. Agent D claims that they will launch an investigation and get back to me with the results in 3-5 business days.

Do not rely on Speed Test by Ookla to solely troubleshoot your upload and download speed, there are other sites such as Cloud Flare Speed Test, DSL Reports and M Labs which can give you a better pinpoint of where your connection may go wrong. 

@user_q87o3v @XfinityRay 

Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.