Visitor
•
1 Message
Absolute Garbage Service and Support.
I am beyond frustrated. I pay $140+ for internet alone. I am supposed to have 1.3GB. I rarely get above 400Mbps but lately for the past couple of weeks, around 9pm every night I get 40Mbps down if I am luck - have seen lower than 3. And far less than 0.1 (seriously.. like 0.01Mbps) up. Can't stream anything, can't work, can do anything that requires a connection. Literally turn my phone wifi hot spot on and use that.
I've contacted support 3 times. Done all the usual [Edited: Profanity]. And I can tell you for a fact it's not
Not Wifi Signal strength, I'm wired.
Not someone downloading something huge and hogging bandwidth, it's just me and I can see all the devices on the network,
Not a loose connection that only gets loose at 9pm and tightens up at 6am
Support say they can't contact my modem, yet I've rebooted it.
First guy said, and I quote, "It's one of our poles is very busy and an engineer has been dispatched to fix", second guy said that wasn't the issue, third guy [Edited: Inflammatory].
They're sending new equipment but I am more than sure that will not solve this problem.
What is going on with this company??
XfinityBenjaminM
Official Employee
•
2.8K Messages
4 hours ago
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
0
0
EG
Expert
•
116.7K Messages
2 hours ago
@XfinityBenjaminM
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.
0
0
286sUser
Visitor
•
4 Messages
5 minutes ago
I've been having the same issue since December 2025. I have done some checking around and have seen that the issue appears to be one of a few things not related to my home network:
1. "Node congestion": This happens most notably during peak hours. Latency will start to increase as other subscribers start to use their services. Sometimes, latency will fall back to normal amounts after around 5-30 minutes, once the Xfinity node is able to provide consistent access to the modems all requesting it at the same time.
2. "Upstream signal noise": This happens when there may be other subscribers (sometimes it can be yourself), or even non-subscribers, are unknowingly introducing noise into the signal path of your connection. In the industry, this is called "ingress". Lots of ISP's will say that most of the noise (up to 80%) is 'usually' chalked up to something like a loose or corroded connection in the household, or a bad service drop to the subscriber from the ISP. Anecdotally, I had an issue in a place a used to live where there were terrible fluctuations in my upstream bandwidth, and when a tech finally came out, there were able to find corrosion on the overhead drop at the utility pole serving my home, which they had replaced and fixed many issues.
3. "Plant issues": This is what I speculate is causing the issues in your scenario, because it's what's causing the issues in mine. "Plant" means equipment in the field that keeps the connection between you and I and Xfinity working. "Plant" is constructed of copper cables, nodes, amplifiers, equipment, etc. It's difficult to substantiate exactly what piece of plant equipment may be causing issues, and it's very simple to make sure it's not your end of the equipment.
Here's what I suggest as this is the path I'm on:
1. Document everything. I've been writing in notebooks, logging internet speed test information, noting when these issues start and when they end, logging speed tests inside and outside of these event windows, calling and complaining, who I spoke with, what they said. It is exhaustive, and necessary.
2. Download a program called PingPlotter and use the 14-day pro trial and start leaving a traceroute running so that it can log and display to you the packet loss at each network hop the traceroute hits. The first hop is always your connection to the first ISP node, so if your traceroute request gets to the node, you won't lost any packets. If you start losing packets at hop 2, that's not something within our control and will help your ISP be able to track where they might be having issues. Just leave PingPlotter running for several days because it will catch something if something is happening.
3. Make sure that you check your modem's signal levels along with upstream and downstream power levels and channels to make sure those are all within spec as well. That can help you understand, and your ISP understand, if there are issues with the level of signal your modem is or is not receiving.
4. Document everything. This is always the most important step, and it's how I have a Corporate Escalation ticket instead of waiting on the phone for 5 more hours of my life, and a tech that will just close a ticket because when they come out the issue isn't happening.
I hope this clears up quickly with appropriate action from the ISP, friend. Cheers!
0
0