VERY Slow upload speeds at night

Hello! I live in Sacramento and have Xfinity internet, the top tier plan with unlimited data added. Every single night since it has gotten colder our upload speed drops from the 20-30 we normally get to 0.9-3.5 and stays there until daylight (making the internet almost unusable). Download speed remains very good all night. But upload is throttled until it is light outside again on every device in the house both ethernet and wifi. Now, there is some backstory to this. I used to live in Fairfield and had Xfinity there too. This exact same thing would happen there as well. Download remains great, upload goes to almost nothing. I called over and over (did the old RESTART THE MODEM routine more times than i could count over the 2 years or so I tried to find a solution to this problem.) Finally got them to come out and he did fix some issues he saw but sure enough the problem persisted. Now I am in a different city, different house, different modem, different devices, and the exact same thing is happening. Since I do not want to spend another 2 years trying to fix the same problem here, does anyone have any idea what is going on and how I can fix it?

Responses

XfinitySara

Official Employee

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1.6K Messages

5 months ago

Hello, @user_dj955n! Thank you for taking the time to visit our Xfinity Community Forum and for posting your upload speed concerns. I'm sorry to hear about the trouble you've been experiencing, and I'd love to see what we can do to help! We can definitely expedite our efforts so that you're not spending too long trying things on your end, though we will start with some basics just to rule a few things out. Then, we'll go from there! If we need to schedule a Trouble Call (tech visit), that's also something we're happy to help with. Our team is awesome because we'll always do whatever we can to review and resolve concerns quickly, so you've come to the right place :) First, have you recently reviewed these Connection Troubleshooting Tips? If not, I highly recommend that as a great place to start. You may notice something that can be adjusted on your end. If not, let us know, and we'll probably prompt you to send us a direct/private message so that we can take a closer look at your account, service, and equipment. Thanks again!

user_dj955n

3 Messages

@XfinitySara SO update. I got the xfinity gateway because I knew if I called and had my own modem the answer would be "it's your modem, and we will charge you for a tech visit if it is your modem.". So to remove that variable I now have the xfinity gateway. While it does drop speeds to unusable LESS, it does indeed still do it randomly same as my personal modem did. It is now 12:02 at night and i am getting 0.5-3.5 upload speed making the internet pretty much unusable. This speed is across all devices in the house both wired and wifi so it is NOT the devices. A restart of the modem made no difference either. It is truly frustrating paying so much for service that is completely unusable due to unstable upload speeds. When I moved in to this house (a newly built 2024 smart townhouse) the only cable outlet was downstairs. I called and xfinity hired a third party company to come out and install a new cable outlet in my office. The "technician" was not very professional. Tried to change the appointment 6 times before coming at the agreed time. He proceeded to tell me there was no way to install a new outlet unless he ran a wire from the existing outlet in the living room down the wall, outside of the house and up the side of the house in to an outlet in my office (instead of just doing a new outlet properly). I have a huge feeling what he did is part of the issue. I also believe it is when everyone in my area is using the net it gets unstable, so some sort of signal booster may be needed for my neighborhood to get stable internet. Any help please?

(edited)

4 months ago

XfinityThomasC

Official Employee

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2.4K Messages

Hello, @user_dj955n

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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4 months ago

EG

Expert

•

109.9K Messages

4 months ago

@user_dj955n @XfinitySara

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.

user_dj955n

3 Messages

4 months ago

So thus far! I've had a tech come out yesterday which did not fix the issue. He replaced some wires going to the house and my modem. I was given the supervisor's number to call in case the problem continued (which it has). The supervisor said they think it is a network in the area issue since we have ruled out my home and equipment as the culprit. He said they need to check the line when the issue is actually happening (which it starts 6-8pm every single day) but since it happens outside of their usual business hours he wasn't sure that will be possible. Business hours or no, it does not negate the fact that it happens and I have completely unusable service from 6PM-around about 6AM daily. I understand this is inconvenient for them to have to work outside of business hours, but for me personally, I work until 6:30PM everyday. So by the time I get home the internet is completely unusable until far past when I need to go to bed for work the next day. So essentially I am paying for the top tier service and their modem for a service that plainly doesn't work. The supervisor said he is scheduling a network tech to come out between 8-10 AM tomorrow. I told him by then the problem will have cleared so they won't be able to SEE it happening as the he said they need. He said he understands this but needs the ticket and service visit to happen anyway to start trouble shooting what is happening. I have high hopes tomorrow they understand they need to boost the network in this area because it can not take the amount of people who are on it every evening. But I will post what happens tomorrow.

EG

Expert

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109.9K Messages

4 months ago

@user_dj955n

Thanks for updating your topic ! Best of luck with it !!

Your Home Network

user_dj955n

VERY Slow upload speeds at night

XfinitySara

user_dj955n

XfinityThomasC

EG

user_dj955n

EG

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