Horrible Internet Speed

Has anyone been successful in making Xfinity improve internet speed? I pay for 800m download and I get 28.6 on a GOOD day when it's not bouncing all over the place. Upload MIGHT be 18 or 19. HELP! I'm trying to work and this makes it impossible. Thinking about going Starlink and taking all of my services away from Xfinity.

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XfinityJustinC

Official Employee

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2.1K Messages

12 hours ago

Hello, @user_0z819g thank you for reaching out over Xfinity Forums. Working from home myself I completely understand needing to have your home network working to the best of it's capabilities, and would like to investigate further. It is helpful to know if you've already attempted any troubleshooting so far, we do have this great post that has tips to get the most out of your network and can check to see where signal levels should be running: https://forums.xfinity.com/conversations/your-home-network/internet-troubleshooting-tips/602dae4ac5375f08cde52ea0

The Xfinity App or status center: https://www.xfinity.com/support/status are good places to check if there are any reported issues with area equipment. If there is any planned upcoming maintenance it will be posted in there as well.

You can also run some self-help troubleshooting directly through the Xfinity App, and if any issues are detected. It will first attempt to fix remotely, and if unsuccessful would recommend a technician visit: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting

- Have you checked to see if there are any know issues in the area?
- Have you run through any troubleshooting?
- Have you recently had a technician visit within the past 30 days?

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user_0z819g

Visitor

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4 Messages

Hello,

I have checked everything multiple times. The online chat says "It's HEALTHY!" NOT. Trouble shooting tells me I'm at 28m19m up and 17.92 down. When I do a test by a third party it comes in around the same. I even tried testing at 2:00am when there should be very few users. Have not had a tech out, that will be my next step if I get nowhere - I am not getting any help from tech support. The guy yesterday put me on hold for 10 min and never came back.

What else do you recommend?

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11 hours ago

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XfinityJustinC

Official Employee

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2.1K Messages

@user_0z819g I appreciate the follow up, and what has been checked and attempting to troubleshoot with an agent previously. When you have time these questions would be helpful to know more about your network set up:

- Are you connecting your device wirelessly or with an Ethernet hardwired connection?
- Do you connect with a VPN?
- Have you checked to see if any Apps or programs on your device may be running in background?

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.
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11 hours ago

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user_0z819g

Visitor

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4 Messages

Hello again,

My desk top is connected via ethernet back to our closet. My husbands laptop is wireless and have the exact same issues. Service bounces up and down no matter the time of day. My desktop is new as of last week. I am not even able to download apps I need for business as the signal is so inconsistent. Next step will be tech visit, and of course they will find a way to blame it on something irrelevant.

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3 hours ago

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user_0z819g

Visitor

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4 Messages

Just now: Xfinity's SUPER FAST INTERNET Down 35.5 Up 23.6

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3 hours ago

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XfinityLinda

Official Employee

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2.4K Messages

@user_0z819g We'd like to take a closer look and run some diagnostics. Please send us a Direct Message with your full name and complete service address. We look forward to hearing from you.

To start a Direct Message: 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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2 hours ago

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Horrible Internet Speed

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