Visitor
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6 Messages
Upload speeds dropping badly
I'm about at wit's end with Xfinity and the support experience I've received to address my issue. I will post this here, hoping I can get in touch with someone who can help.
I have gigabit internet with Comcast, and my upload speeds are fine at around 35-40Mbit/s most of the time. However, once a day or so, the speeds randomly drop, and stay down for an extended amount of time, anywhere between 10-20 minutes to even 2-3 hours or more. Sometimes my upload speeds drop to 10-12Mbit/s, sometimes to 4-6Mbit/s. As my work heavily depends on uploading data at fast speeds for the majority of the day, this is completely unacceptable to me.
I have contacted Comcast and they sent out a technician to my location, for him only to tell me that there was nothing wrong at my location. I was charged the service fee and a franchise fee, which is absurd considering Comcast is addressing its own issue.
The worst part is, of course, that none of this has helped my situation, and the upload speeds remain fluctuating badly throughout the day. I offered to provide the exact times when these fluctuations were happening so that they could troubleshoot the issue, but they declined.
So Comcast's solution is once more to send a technician to my house, which I'm pretty sure is going to end the same way - the technician not being able to find any issues in my house and me getting another service call charge.
I need someone to take a better look at the connection leading to my house and figure out why am I getting such a significant upload bandwidth limitation so often and then fix it.
Here's an example (note: I can live with slower download speeds [still unacceptable], but I absolutely cannot live with slower upload speeds)
CCShaina
Problem Solver
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393 Messages
2 years ago
@User_9021 Thank you for reaching out to us today over our Xfinity Community Forums regarding these ongoing upload speed issues. I can only imagine the frustration at being unable to find the source of the speed issue, and I apologize that assistance from a technician appointment thus far has not resolved the problem. Rest assured you are in good hands to pinpoint the problem with our team of specialists. To start, I just want to ask a few clarifying questions about your connection. I see you noted you've had both upload and download speed issues per the screenshot you've shared. Are you currently utilizing one of our Xfinity gateways for your Gigabit connection, or a personally owned modem, if the latter, what model?
I see that you have also sent us a Direct Message, however, please note that sending unsolicited direct messages to an Official Employee of the Xfinity Help & Support Forums is a violation of our Forum Guidelines. You must first create a public post requesting assistance (which you have done) and, once a Comcast-verified employee responds and only if they ask you for a private message to be sent, may you then proceed with doing so.
(edited)
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User_9021
Visitor
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6 Messages
2 years ago
Hi! Thank you for the response. My apologies, I was not aware that reaching out through DMs was in violation of guidelines, and I will not be doing so in the future prior to being asked.
Yes, I am utilizing the Xfinity XB7 modem.
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EG
Expert
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110K Messages
2 years ago
@User_9021 @XfinityCam
Please circle back here and post any possible solutions for the issue here in the open 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.
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User_9021
Visitor
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6 Messages
2 years ago
So far the following has been done:
- One tech came over, checked the lines and modem, no issues found
- Next tech came over, no issues found. Replaced the line from the house to the tap.
The issue manifested itself again this afternoon.
Called xfinity again, the rep saw some issues with the line, will do the following next:
- Replace the tap.
- Replace the modem with XB8.
Will keep this thread updated with new developments.
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User_9021
Visitor
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6 Messages
2 years ago
Got set up with the XB8 today. Swapped them out and will keep monitoring the line.
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EG
Expert
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110K Messages
2 years ago
Thanks for the updates. Good luck with it !
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User_9021
Visitor
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6 Messages
2 years ago
This happened again yesterday and lasted for about 30 minutes. These are the speeds I saw during the slowdown:
Xfinity scheduled an appointment, then today I got a call that the issue has been addressed and the appointment would be canceled. So I'm back at square one where these problems are still cropping intermittently, and nobody knows why or can help me with them.
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