Visitor
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1 Message
Why is my symmetric gigabit plan capped at 100mb up
I went to check my plan and saw that there was an option for 1GB up and down, but after selecting and applying the change I looked at my plan details and I'm capped at 100mb upload, where I was at 1gb/300mb before. I have a Hitron Coda56 modem, which advertises up to 1GB up, and Xfinity has certified for up to 455mb up. I was contacted by a sales rep via chat window who claimed that it was capped due to "user equipment compatibility" and then referred me to their "technical support" line, which was just the standard 1-800 robo tree. Why is my plan being artificially capped at such a disparity from the advertised product?
Attached screenshot of the plan builder display because I haven't been able to load my plan details page since the live chat.
XfinityRay
Official Employee
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3.3K Messages
2 months ago
HI there, user_ntr11! You are at the right place for further assistance with your internet speed. We want things working perfectly in your home! The Hitron Cods56 modem is compatible with our enhanced upload speeds. You would see 300 Mbps of upload speed with that plan. The X Class speed tiers require a compatible Xfinity modem. Owned modems are not able to be used with these speeds. For the X-1000 plan, we would use the XB10 modem for the service.
Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.
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
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