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user_ycy9me
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Saturday, December 7th, 2024 2:56 PM

Upload Speeds Throttled

Anyone else’s upload speeds getting throttled? This week Xfinity had a “planned outage” in my area and coincidentally after that, my upload speeds were reduced from 150mbps to 20mbps. I switched to the xfi gateway last year from my personal modem to utilized higher speeds but now I’m back to where I started. What do we do here?

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15 days ago

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XfinityMarcos

Official Employee

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2K Messages

17 days ago

Hello user_ycy9me, thank you for reaching out to our Forum with your upload speed concern. I can see how a dip like that would be noticeable, and I'd love to work with you on this. We never throttle any speeds, we want all of our customers to be able to enjoy the speed tiers they subscribed to. Are you testing through a hardwired ethernet connection or Wi-Fi? Also, are you using a standalone/personal router along with your gateway? 

 

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user_ycy9me

3 Messages

I’m on the Ultrafast plan where upload speeds were increased from 100mbps to 150mbps about 6 months ago. As I mentioned, there was a planned outage this week and upload speeds were dropped to 20mbps. I assumed it was the gateway so I replaced it at the Xfinity store. Then I noticed my account was reduced to 1000/20 this week with no notice. All of these speed tests have been done hardwired. 

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17 days ago

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XfinityMarcos

Official Employee

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2K Messages

 

user_ycy9me, Understood, thank you for sharing some addtional context. I'd like to review your account to confirm your speed tier and run some targeted troubleshooting steps. In order to get started can you please send a direct message to Xfinity Support with your full name and full address by clicking the chat icon in the top right? Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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17 days ago

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user_mqr9xm

2 Messages

17 days ago

Same issue here. There was a planned outage last week in my area and when service was restored 5 hours later, my upload speeds had dropped to 20mbps from the previous 300mpbs. Tech support has been of zero help. 

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XfinityKei

Official Employee

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1.2K Messages

@user_mqr9xm I'm sorry to hear your upload seeds are lower than expected. I would like to troubleshoot with you to resolve this. How many devices do you have connected?

Do you have a separate router, splitter, any amplifiers etc. connected as well?

What steps has you taken previously?

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

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15 days ago

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