Visitor
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2 Messages
upload speeds 2 Mbps for 1 Gb plan
Why are my upload speeds capped at 2 Mbps when I've signed up for the 1 Gb plan?
I've tried contacting customer support many times. The automated AI keeps saying that my modem needs to be reset which I've done at least 5 times now. When I unplugged my modem and called, the AI put me on hold (for almost 30 minutes now -- I plugged in my modem 15 minutes ago).
I need to be able to upload large files for my docker images and so what am I supposed to do?
I'm thinking of cancelling the plan and going with another provider that has more sensible support. I've already spent hours over the last 2 days trying to contact anyone, someone.
XfinitySeth
Official Employee
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245 Messages
4 days ago
Hello user_bhjzvi, and thank you for taking the time to share your experience with us in our community! Above all else, we would hate to lose you as an Xfinity family member and I want to help look further into the issues you've been having with your upload speeds, especially considering the files you're uploading regularly. If you could send our team a direct message with your full name, the name listed on the account (if different), and the full service address associated with your account, we can get started from there 👍
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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user_bhjzvi
Visitor
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2 Messages
1 day ago
The issue turned out to be my computer's ethernet port. When I purchased a USB-C to Ethernet adapter the issue was resolved.
Diagnostic steps (do them in order without skipping any steps):
- Test wireless first
- Bring your laptop as close to the cable router/box as possible and try to connect from there.
- If speeds are good then
- It's not the Xfinity service to your home or cable router/box
- It's not the wireless aspect of the cable router/box
- It's not the wireless aspect of your computer
- POSSIBLE SOLUTION: Try adding a wifi extender to extend the range of your wireless
- If speeds are bad then
- EITHER it's the wireless aspect of your computer
- OR it's the wireless aspect of the cable router/box
- OR it's the Xfinity service to your home / cable router/box
- Test wired next
- Bring your computer as close to the cable router/box as possible AND connect it directly to the cable router/box using an Ethernet cable
- If speeds are good then
- It's not the Xfinity service to your home / cable router/box
- It's not the wired aspect of the cable router/box
- It's not the wired aspect of your computer
- If speeds are bad then
- TRY connecting to the cable router/box using a different Ethernet cable (in case the one you were using is broken in some way)
- TRY attaching a USB to Ethernet adapter to your computer and attaching to the cable router/box using the adapter
- TRY connecting a different computer or a newer computer
- TRY getting Xfinity to help you (good luck)
- If wired and wireless works and speeds are still slow when connecting via your home's wired Ethernet ports
- TRY investigating whether it's the Ethernet wiring in your home
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