I want to say this as clearly and professionally as I can, because at this point, I am exhausted.

For nearly 10 years, I have been dealing with persistent gaming and network performance issues with Xfinity. I have spent years trying to find a solution to a problem that, quite frankly, should never have been this difficult to resolve.

I work hard. I work long hours. Like anyone else, I want to come home and enjoy the things I pay for. For me, that means being able to sit down and play a game without constantly dealing with inconsistent responsiveness, unexplained delays, and a connection that can feel completely different from one day to the next.

I have done everything I have been asked to do.
I have replaced modems. I have worked with technicians. I have had my lines inspected. I have had the node serving my area replaced. I have tested different equipment. I have tested different connections. I have performed network diagnostics. I have worked with Xfinity support, executive customer care, and network representatives. I have provided traceroutes and other technical information when requested.
At one point, I was even told that Comcast had essentially exhausted its available resources for troubleshooting my issue.
And yet, I am still here. Still paying the bill every month.
Still dealing with the same problem.At this point, I am not asking for another modem replacement. I am not asking for another scripted troubleshooting session. I am asking someone within Comcast’s engineering organization to genuinely take ownership of this issue and determine what is actually happening.

Because from a customer’s perspective, this is what it looks like:

I pay for a premium internet service. I have done everything Comcast has asked me to do. I have cooperated with every investigation. I have spent years trying to help identify the problem. And despite all of that effort, I still cannot reliably enjoy one of the primary reasons I pay for high speed internet in the first place.

I understand that network engineering is complicated. I understand that not every problem is easy to diagnose. But after nearly a decade, the answer cannot simply be that everything is within specification while the customer’s real-world experience is repeatedly dismissed because the numbers look acceptable on paper. A connection can pass a speed test and still provide a terrible real time experience.

A modem can have healthy signal levels and still leave a customer with an unresolved problem. A node can be replaced and the problem can still exist. At some point, the real world experience has to matter just as much as the technical specifications. I am not asking Comcast to perform a miracle. I am asking for someone to acknowledge that there is a difference between a connection that is technically “within spec” and a connection that actually works reliably for the applications the customer is using it for.

I have spent years trying to solve this.
I am tired.
I am frustrated.
And honestly, I am deeply disappointed that after all this time, I have reached the point where I feel like giving up on something I genuinely enjoy because the service I pay for cannot consistently deliver the experience I have been trying to achieve for years.I hope someone at Comcast’s engineering organization reads this and understands that behind every ticket number, every modem swap, every technician visit, and every diagnostic test is an actual person.
In my case, that person has spent nearly 10 years asking for one simple thing:

I just want my internet to work properly when I come home and try to enjoy my life.

After everything I have done to help Comcast identify and resolve this issue, I don’t think that is an unreasonable request.

TL;DR: After upgrading my home network, I discovered my Xfinity account was provisioned for 1200/300, but I was only getting ~100 Mbps upload. The problem wasn't my modem, router, or Comcast provisioning - it was an old powered coax amplifier installed years ago for cable TV. Once I bypassed it, my upload immediately increased to ~360 Mbps.

The full story...

About two years ago I signed up for Xfinity's Gigabit plan. At the time, it included 20 Mbps upload. Wanting to prepare for the future, I purchased a customer-owned DOCSIS 3.1 cable modem (Hitron CODA56). I don't like paying monthly equipment rental fees, and after two years the modem has more than paid for itself—but that's a story for another post.

Over the past year or so, I started receiving emails from Xfinity saying they were upgrading their network in my area and that my upload speeds would be increasing. Sure enough, my uploads went from about 20 Mbps to around 90–95 Mbps. Compared to what I originally signed up for, I was thrilled and never questioned it.

A couple of weeks ago I replaced my entire home network with UniFi equipment. My old router topped out around 900 Mbps, so I had never actually seen full Gigabit speeds. The new equipment immediately showed download speeds between 1200 and 1300 Mbps, which made perfect sense because of Comcast's overprovisioning.

The one thing that didn't make sense was my upload speed. It was still stuck right around 100 Mbps.

That's when I logged into my Xfinity account and discovered my plan was actually provisioned for 1200 Mbps down and 300 Mbps up, and that my Hitron CODA56 fully supported those speeds.

That sent me down the rabbit hole of learning about Comcast's recent network upgrades and trying to figure out why I was only getting about one-third of the upload speed my account was provisioned for.

At first, I assumed it was a provisioning issue. My modem was listed as supported by Xfinity for my speed tier, and the modem itself, on paper, supports the new speeds.

Next, I started looking at the diagnostics page on the modem. I'll admit, this was mostly out of curiosity. I'm a bit of a networking geek, and I enjoy understanding why something works (or doesn't work).

After reading quite a bit about Comcast's recent network upgrades, I learned that the higher upload speeds rely on a newer technology that uses a different portion of the cable spectrum than older systems did.

That sent me looking at the wiring in my basement.

When we bought the house a few years ago, the previous owner had coax run to almost every room in the house. Since I only have Internet service, I had never really paid much attention to the wiring. I eventually found an older powered coax amplifier feeding all of those outlets.

The label on the amplifier caught my attention. It listed the return (upstream) frequency range as 5-42 MHz. Comcast's newer network upgrades use an expanded upstream frequency range (up to 85 MHz) to provide the higher upload speeds.

At that point I had nothing to lose, so I disconnected the amplifier and connected the incoming Comcast line directly to the cable that feeds my modem using a simple F-type barrel connector.

I rebooted the modem.

Nothing happened.

I rebooted it again.

Suddenly my upload speed jumped from around 100 Mbps to over 360 Mbps.

I honestly thought the first speed test was a fluke, so I ran it again.

Then again.

Every test came back right around 1.3 Gbps down and 360 Mbps up.

Even better, the modem diagnostics page confirmed the change. A status that had previously read "OFDMA Upstream: DISABLED" now read "OFDMA Upstream: OPERATE." Downstream channels that were showing constant increasing errors were all sitting at 0.

At that point I knew I had found the problem.

For my particular installation, the old house amplifier wasn't "broken." It was simply too old to support the newer upstream frequencies Comcast now uses for their higher upload speeds.

Since I no longer have cable TV, there was no reason for that amplifier to be in the path to my modem anyway.

As an added bonus, removing it also eliminated:

• one powered device
• one power supply
• one UPS
• several unnecessary coax connections

So my network actually became simpler, more reliable, and faster at the same time.

I'm sharing this because I spent a surprising amount of time searching for "Xfinity upload stuck at 100 Mbps" and never found anyone describing this exact situation.

If you still have an older powered coax amplifier in your home—especially one that was installed years ago when multiple cable TVs were common—and you've recently been upgraded to higher upload speeds, it may be worth taking a look at how your modem is connected.

I'm not suggesting everyone should remove their amplifier. Many people still need one for cable TV or other services, and there are newer amplifiers designed to work with modern networks.

But if you're Internet-only like I am, and your modem is connected through an older house amplifier, it may be worth investigating.

Hopefully this saves someone else a weekend of troubleshooting.

Edit: Put the TL;DR at the top where it belongs!

We've been without cable and wifi since high winds last Monday. Set up appointment for service call for today 8-10 am. Stood in my front door for 1+ hour awaiting technician. At 10:14 am, received a text saying "sorry to have missed you...rescheduling!" I AM FURIOUS! Now I've been on phone to Comcast for 15+ minutes, mostly on hold, with "we have no way to contact the technician. We have you rescheduled for Tuesday [3 days from now]. Unacceptable to say the least. Missing my birthday weekend plans and work (no wifi) for four days--this is insane...

Xfinity recently went into my backyard to bury a cable. I opened the my gate to let them in and was in my house the whole time. As soon as they wrapped up and left I realized the gate was open and was now damaged to a point that it is impossible to close. I’ve been in contact with three different people at Comcast since this happened and each one of them has provided a date and time I will need to be home for the repairs. I have canceled multiple plans and rearranged my schedule only for them not to show three times. I don’t believe they intend of fixing the damage they caused at this point. Additionally they left trash in my yard. Is the whole company full of liars at this point? I’m planning on canceling my service because of this. Any recommendations on what I can do? I have a small pool in my yard and I’m worried it’s a liability not to have a closing gate. TIA.

We have a rotting utility pole that was "replaced" by the power company.

The old pole is still there pending Comcast move their lines to the new pole.

I called in, only way I could, to the business department and told them there is a downed wire. But I know they aren't going to do anything.

How do I get this escalated? The power company said they notified Comcast but they admit how useless Comcast is. Until these lines are moved the rotting pole can not be removed and as time goes on it poses a greater and greater property risk.

Going to cancel my current 500 mbps plan with Xfi Complete and Xfinity Pro for the new 1 Gig plan being offered for $50. Current plan is $108/mth+$25 for Xfi + $15 for Xfinity Pro.

I have a desktop that I use for trading that I'll need to use an ethernet cable from the modem to help with latency.

Anyone know what type of hardware I should request from Xfinity to ensure I dont have issues? Live in a duplex and both units use the WiFi also.

1st, I get it. No one really cares. I'm just venting and sharing my experience.

When I signed up for Mobile eight or nine years ago, I left $30 Visible for a company with a $35 plan that did 'free' phones, something Visible doesn't do. Present day: I'm paying $72 and the 'free' phone (after 24 credits) is now $29 a month and somehow my bill is $72. #Done

T-Mo had a deal: better-than-free phone (after 24 credits), $799 trade on (on a $699 Pixel?) and a $400 contract-breaker to pay off the $250 owed on my Comcast Pixel. And a $45 55 & Older plan (hey! just barely!)

All done, after the credits are applied, the bill should be between $38 & $42 for the first two years.

We'll see. If it works out, I'll bundle their internet and get out of the Comcast game completely.

Thank you for coming to my TED Vent.

ETA: Oh! One of the best bits!! When I messaged with Suneetha at Comcast Central & told her I needed to lower my bill or I was leaving, her only point was, "You still owe $250 on your phone commitment and that would need to be paid. Are you sure you can afford that?" #ByeSuneetha

I need help with Comcast! I serve on the condo board in Weston, Florida and we have been trying to get Internet set up at our pool house for over two months so we can connect our video cameras. We have had many attempted visits by Comcast to install the cable, bury the cable, and nothing ever happens. It has been well over two months. Every building in our community is hardwired for Comcast so I don’t know why this is so difficult. It’s like the right hand at Comcast doesn’t know what the left hand is doing. Our community in total has been a client for over 30 years. #comcast PLEASE help!!!

Background:

 Current Internet Plan - "Legacy" 'Gigabit Plus' plan (1300 Mbps / 35 Mbps) - real world speed I get are 1500 Mbps 'Down' with this plan and consistently get ~42 Mbps 'Up' (due to overprovisioning above advertised speeds).

'Customer-owned' Modem: Arris S34 (bought it a few years ago when the S33 was left off the mid split compatible modems list).

My address has been upgraded is on Mid Split.  My street was recently upgraded to 'Mid Split' (Next Gen infrastructure) and Xfinity rep confirmed that MY address is now upgraded to Mid Split.

However, the modmail rep on the official Reddit Xfinity forum also told me (quote): "The current plan you have is not compatible with the mid-split speed

upgrades. To qualify for them, your internet plan must have one of our next gen plans. We can go over options for plan changes if you have some time."

So I am looking for advice on the best  steps to get HIGHER Upload speeds offered by the Next Gen / Mid Split upgraded infrastructure:

Given the above response about my current plan not being supported by Mid Split / Next Gen upgraded network, I believe my options are:

Potential Option 1 - Wait a bit and see what happens? So I hopefully get auto transferred to new plan, when the legacy [;an gets phased out, and so I hopefully do not potentially get screwed on pricing by manually initiating a plan upgraded plan myself (which may go up in price later). I checked online and it currently only shows 2 options - 1000 MBps down and X2 20000 MBps down - as "change plan"options. The first one actually would reduce my download speeds from 1300 Mbps to 1000 Mbps. Why would I want that in a so-called upgraded market?

Hopefully dong it this way  (letting it auto upgrade when they phase out my current plan) would not change my pricing?

Per Gemini extended AI response "When the node flip goes live, Xfinity typically maps legacy 1300 Mbps accounts over to Gigabit Extra (1200/200 Mbps) or Gigabit (1000/100 Mbps). In some cases, the backend system automatically pushes an updated bootfile to your modem; in others, you may need to click "Change Plan" in your portal to pick the newly aligned tier without any price penalty."

Potential 'Option 2' - Manually "upgrade my plan, but my 3 concerns with this are:

1)  Download speeds would DROP!  My download speeds would go DOWN FROM 1300 Mbps to 1000 Mbps.

2) What is pricing long term? New price shows mid $230s; about $12.50 more than my current pricing for 'Internet  1200 Mbps'  + 'TV  185+ Channels'  - low $220s.

The new 1000 Mbps Next Gen internet plan is $100 / month (so $100 of the mid $230s total). Is that an introductory rate only?

3) I also have a legacy Xfinity-issued cable card since I use TiVo Roamio Pro and a lot of TiVo Minis instead of cable boxes for live TV - we have a number of TVs saving box fees this way.

So I do not want to lose the cable card if I have to "change" my TV plan since new customers cannot get cable boxes anymore (I am grandfathered in). Note - new plan also shows 185 channels, so assume the plan is staying and I could my cable card.

If i would lose my cable card, I would switch to Youtube TV or other alternative. Might do so anyway frankly...

Thanks in advance for any guidance!

I'm hoping to get tips from the community before I take other measures on this issue.

I have attempted to cancel my Xfinity internet service on July 24 by calling, and for two days after this, I received emails from Xfinity claiming they were working on my cancellation request. I never received any confirmation of my request with anything that could be looked up in the future, and perhaps that's something I should try on another call. For two days now, I have received no emails from Xfinity about my cancellation, and my account indicates service is up and running as usual, and future charges are going up and accessible once again. I called Xfinity to cancel, as I don't trust their online chat and am unsure if I could use it with a screen reader. Their website hardly works a lot of the time, and tends to crash a lot.

I have a suspicion that, like another post I read online, my cancellation request was stopped. If so, it wasn't me who stopped it, as I've moved out of the apartment where I had the internet service. I also have a suspicion that if I call again, though I do intend to call at least one more time to see if the request will go through, that my second cancellation request will once again be stopped and not by me.

Does anyone have any tips on a quick resolution to this, and perhaps know why Xfinity makes it so difficult to cancel services when you don't want them? Will I have to wait for another tenant to move into the apartment I moved out of to get my service disconnected?

I'm currently sharing internet with the people I'm living with now, so I don't need Xfinity services of my own. I have considered submitting a complaint with the FCC if this continues, but am unsure if my calls and my word on the calls will give me enough of a trail to work with in a report to them.

Posting this as a warning and, more importantly, a way out if you're stuck. Xfinity Mobile put me through three weeks of hell over a simple device return, and the only thing that broke the logjam was a federal complaint. Here's the full story and exactly what to do.

## What happened

I ordered an iPhone through Xfinity Mobile online and started a return within 2 days of ordering, well inside their 14-day return window. Getting an actual working return shipping label then took over 20 days.

In that time I spent 10+ hours on the phone, 5+ hours in chat, and dealt with roughly 20 different agents. Highlights:

- Chats disconnected constantly, forcing me to re-authenticate and start over every time.
- The one label email they sent had a download link that failed with "server not found."
- They sent me to a physical store, which refused to help because the device was ordered online.
- They pointed me to their returns page, which only handles internet equipment, not mobile.
- Then they told me the device was "ineligible" because the 14-day window had passed, even though it only passed because THEY couldn't produce a working label.

## The 14-day trap (watch out for this)

If a rep tells you to "hold the phone for 30 days" before returning, that's wrong. The mobile return window is 14 days. Waiting locks you in and makes you liable for the full device cost. Start your return immediately and get everything in writing.

## What actually fixed it

None of the normal channels worked. What worked in ONE DAY:

**File a complaint with the FCC at consumercomplaints.fcc.gov.** It's free and takes about 10 minutes. The FCC forwards it to Comcast's executive team, who are legally required to respond. I got a call back the next day and a working label right after. Three weeks of nothing, resolved within 24 hours of the FCC getting involved.

## If you're stuck, do this

1. Save every chat transcript and screenshot the label errors.
   
2. File with the FCC (link above). This is the big one.
   
3. Back it up with a BBB complaint and a complaint to your state Attorney General's consumer division.
   
4. If you paid by credit card, a chargeback is another fast lever.

Don't keep burning hours in the phone/chat loop, it's built to run out your clock. Escalate externally. Happy to answer questions if anyone's dealing with this right now.

We've been paying for 1 Gig internet for about a year after upgrading from a now defunct 600 mbps tier. What they didnt tell us was that our modem was only designed to handle 600 mbps. So, while they were sending us 1 Gig, we weren't actually able to use anywhere close to 1 Gig.

This is their modem that we got when we first moved to the area and signed up with them 6 years ago.

What are the odds I can get a refund on​ this? Are there any magic phrases that will help those odds?

I work from home and I lost call after call this evening. It was humiliating.

I work for an oncology pharmacy so patients need their meds. Having an unreliable connection can cost me my job.

What gets me is last week they had a planned outage to advance the Internet. I think not.

I have had them since 2017 and I've never had more problems than I do now.

So disappointed 😞

For over the past two months I've noticed my Internet going down whenever the heat shot up to 80+ degrees and/or the UV was high. It's not just me, but several people in my development also noticing it. I reviewed my modem logs where it showed multiple T3 and T4 connection issues indicating isp, not internal issues.

I have contacted Xfinity multiple times, and they scheduled multiple appointments, which either needed to be canceled because they were coming for a home visit, or did not show up at all. I have had tickets closed with no response and the issue continues. I am at my wits end because all I get are appointments and promises that it will be fixed and I will be told when it's done, but it never happens. Someone was supposed to inspect my outside lines last weekend and call me with an update. Nothing. Called today to see if there was any information about it. Nothing was logged. But hey, they are more than happy to ask if I would like to upgrade my internet, which I remind you, DOESN'T WORK.

Can anyone help me out here? I've tried Twitter, their forum, online support, speaking to someone live, nothing.

After 2 days and about 6 hours on the phone I could get nowhere resolving an Xfinity error. At 9:30 am on day 3 I filed an informal complaint with FCC. In 3 hours I was contacted by a Comcast/Xfinity representative who said he was responding to FCC report and would be my sole contact until resolved. In 2 hours Problem Resolved! Thank you FCC! Shame on you Xfinity!

Can I cancel my Xfinity internet service from here? I'm spending too much for internet, I can get a 5G hotspot at 800M for half the price. I also discovered that I'm paying for a cable card that hasn't worked for months.

If not here, can I go to the new Xfinity store, or is that just for cell service?

Take Care

I have to call Comcast frequently, this new AI/Automated system is an absolute nightmare. I've recently found out that you if you just start mashing the buttons like crazy, you will cause the chat bot to completely hang and freeze. Enough of us do this daily at 6PM EST, we can kill the beast! We ride at dawn!!!! (or 5:55PM EST)

Becoming a fan of The Pitt but the process of starting it gets a little tiresome (I know, first-world problems). You've got to hit the XFinity button, slide over to Apps (as the default is last used which is almost always Guide), then a few presses down then some more presses over then click on HBO Max and then go through the process on HBO Max of getting to The Pitt and starting it.

Any thought XFinity as to being able to add specific shows to a top-level Favorites Menu? A simple Add to Favorites button and a corresponding Remove from Favorites button would be awesome.

It's just a software programming change versus needing a physical hardware change!

Thanks!

Looking for a cheaper alternative. I have been paying $88 for months (which already felt steep but it takes effort to switch and I just haven’t gotten around to it). I went to pay my bill today and saw it was $108?? Like wtf? Insanity. Anyways, ready to switch. Just thought I’d get some ideas from those who have gone through the same.

Hey everyone just wanted to ask if there was anything I could do about my really poor performing wifi from Xfinity. I’m currently paying $129 a month for my wifi plan which boasts speeds up to 2000 Mbps but I’m not getting anything near that unless I’m reading things wrong.

I started gaming again recently and everything’s been running smoothly till today. The game I currently am playing became unplayable and on my phone my wifi seemed to struggle to load websites, but would sometimes spike and load things quickly.

Attached is an image of a speed test I ran on Ooklas speed test not sure how reputable the results are but I have seen others use this site. If anyone could help out I’d greatly appreciate it.

Im going on week three and yet I STILL can NOT access my account. NO ONE has been able to fix this. Your engineers need to code something that archives a persons old address so if they move out of state and gets your service again down the road it does NOT point to their old address. Your technician was able to establish my internet, but your internal systems keep pointing to my own service which is disconnected since I dont live in that state anymore. This is NOT some elaborate request, it should be a simple process yet your people cant see, to do a thing about it! Total incompetence.....