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user_mbflux
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Friday, December 13th, 2024 4:45 PM

Xfinity Internet Upload Speed Capped at 40 Mbps

Hello!

Like a handful of others, I am having issues with being capped at 40 Mbps upload despite being on the Gigabit X2 plan with a promised upload speed of 200+ Mbps and having fully compatible equipment (Arris S34) as listed on the Next Gen Equipment list. Is there a setting to be changed or another action that I need to take to get the speeds that I'm paying for?

Thanks!

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Updated 

1 month ago

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EG

Expert

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108.3K Messages

2 months ago

First. Have you confirmed that your area has already upgraded for the new Next Gen / Mid Split speed tiers ?

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user_mbflux

4 Messages

Thank you for your answer!

I have not confirmed that - they recently started offering the Gigabit X2 plan in my area, so I had assumed that meant the upgrade was completed. How would I go about confirming that?

Thanks!

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2 months ago

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EG

Expert

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108.3K Messages

2 months ago

You should have received an E-mail stating so. I'm going to escalate your issue to the Comcast corporate employees (The Digital Care Team) who are available to these boards. They will be able to check into this for you. You should get a reply here in your topic.

Also be advised that even if your area has already been upgraded, there may be a provisioning / speed configuration file / backend database issue. They can check into that as well. Good luck !

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XfinityRichard

Official Employee

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1.6K Messages

2 months ago

Hi there, @user_mbflux ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm so sorry to hear that you are not getting the speed you should be getting. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon
  •   Click the "New message" (pencil and paper) icon
  •   The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
  •   - As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
  •   - An "Xfinity Support" graphic replaces the "To:" line.
  •   Type your message in the text area near the bottom of the window
  •   Press Enter to send it

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EG

Expert

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108.3K Messages

2 months ago

@user_mbflux @XfinityRichard 

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.

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user_mbflux

4 Messages

2 months ago

Unfortunately, the issue remains largely unresolved.

Xfinity Support confirmed that my area is upgraded for upload speeds up to 300 Mbps. They added a code to my account on their end and restarted my modem, which allowed me to see upload speeds up to 60 Mbps, so we broke through that 40 Mbps barrier. But all the troubleshooting suggestions after that have boiled down to reconfiguring the WiFi (renewing IPs, connecting directly to the modem) or resetting equipment (restarting every piece of equipment), and none of that did anything to help. So I remain at 60 Mbps upload.

(edited)

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XfinityAirelle

Official Employee

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2.3K Messages

 

user_mbflux

Hi there! Thanks so much for sharing your experience. It looks like our team offered to send a technician to further investigate the issue, but we haven’t received a response from you yet.

 

If you’d like to schedule a technician visit, please let us know through the direct messaging thread at your earliest convenience. We’re here to help!

 

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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2 months ago

user_mbflux

4 Messages

@XfinityAirelle​ Please check the chat log again. The initial date offered did not work for me, I proposed alternative dates and have heard nothing back from support.

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1 month ago

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XfinityDena

Official Employee

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2.8K Messages

@user_mbflux We aren't able to set up an appointment without you agreeing to that time and date. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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.
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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1 month ago

0

user_cqxqnb

1 Message

1 month ago

I have the same problem, but with an SB8200

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XfinityRay

Official Employee

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2.4K Messages

Hi there, user_cqxqnb! Thanks for taking the time out of your day to reach out about your modem and the upload speed. The SB8200 is not compatible with our Next Generation or Enhanced Speeds. The full list of compatible modems can be found here. The Next Generation (Next Gen) modems are listed at the top of the 1st page. To get the faster upload speeds, the upgrade needs to be done at your address, you need a current package (not grandfathered), and you need a compatible modem. 

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

Like

Reply

1 month ago

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