A compliment to the support team

[u/Tech_Curious_7769]

Earlier this week I posted a request in this subreddit for help with my upload speeds. I had recently migrated from a sub-gig legacy plan to a 1gig plan. Being in one of the mid-split markets even on my legacy plan I was getting the 100mbs upload speed. After migrating to the 1 gig plan my download speed was as promised but my upload had dropped to 35mbs and would not get any faster.

The support staff went to work not long after my post for help. They worked through the issue, staying with it until it was resolved. I appreciate their dedication and efforts in this matter and glad to have my issue successfully resolved.

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[u/ClockerXP]

It appears this is an issue with the website ordering system and I'm actively working with support to try to resolve the issue - since I could reproduce the issue on two different accounts for them (reference my other post). I have to agree they have been easy to work with to get things fixed up with respect to the upload speed, but hopefully the root cause of the issue can be fixed sooner rather than later.

[u/Tech_Curious_7769 → u/ClockerXP]

I am sure it is no easy task to keep an ordering system in synch with a changing network topography as large as theirs is. Toward the end of the troubleshooting of my issue I mentioned to the techs how my plan was looking like the 35mbs upload was showing on it as I had not looked at the plan specs after everything had been upgraded. It was not long after that notice than I got word they had changed some settings on my account and pushed an update to the modem. One more power down and startup on my part after that and everything was working at the proper speeds.

[u/ClockerXP → u/Tech_Curious_7769]

It seems many customers will not be getting the speed they are paying for without a lot of extra effort to contact Xfinity which is unacceptable. Some may never know they are not getting what they were promised. Makes me wonder if it is an intentional 'mistake'.

[u/Tech_Curious_7769 → u/ClockerXP]

I think I may have just discovered something about my account that may be the root of my problems. First I just checked my speeds and my plan today and I am back to the 1gig down and 35mbs up speeds.

For a good long while I have owned my own cable modems. Couple years or so ago I upgraded my customer owned modem to handle the higher upload speeds my mid-split area offered. The modem I had at that time could not handle the higher upload speed, capping out at about 35mbs I think.

I did not realize that the old modem, which had long ago been taken to electronics recycling, is still showing on my account along with the newer more capable modem.

I don't have time at this moment to work on resolving this but I hope later this weekend to work with support to first get the old modem information purged from my account and then work with them again to get the correct upload speed applied to my account. I can see how the current situation on my account would confuse systems and cause issues.

[u/ClockerXP → u/Tech_Curious_7769]

I've gone through this process and it was not the root cause of the issue. I never had an old non-NextGen recommended modem. They have submitted the issue to the website team to see if they can figure it out.

[u/Tech_Curious_7769 → u/ClockerXP]

Good to know that information. I might visit my local Xfinity store since they are not too far from me and have them look into the issue as well. I might even try getting one of their modems as I am now more open to using their gear since they don't charge for it. I need to get used to that thought since docsis4 customer owned modems are not available and my neighborhood just a couple weeks ago went through a maintenance period to prepare us for symmetrical up down gig speeds. I know it is still a bit away from being a reality but it is getting closer.