Skip to main content
user_ndjoi3
1st Topic

Visitor

 • 

2 Messages

Tuesday, August 4th, 2026 5:04 PM

Corporate Complaint

My service is poor, connectivity is poor and I am paying for one of the highest gig plans at almost $300 a month - which is being offered for $50 a month for new customers. They have replaced the outside lines, inside cabling, two new modems and now I had to go buy extenders on my own. That does not include multiple tech visits and chats. I have been working from home since 2020 with no issues like this. So there is no problem with my location. The representatives that have assisted me are helpful, I am not being given the gig speed promised and what I am paying for. Considering a complaint with the FCC and department of consumer affairs for California at this point. I believe that the speed and service I am paying for is metered or so unreliable that it is untrue what Xfintiy is saying it will provide in terms of my agreement and zero accountability from my store visits or tech calls. In fact - I am super kind despite my frustration. I feel I am being taken advantage of. Not even an offer of a credit or better plan only - let us know if you want to cancel - WHERE is the customer loyalty service and care?

Question

 • 

Updated 

7 hours ago

26

1

0

Oldest First
Selected Oldest First
XfinityDilary

Official Employee

 • 

3.6K Messages

9 hours ago

 

user_ndjoi3 I can certainly understand your frustration. After multiple technician visits and equipment replacements, it's understandable to feel disappointed that the service isn't meeting your expectations, especially given the cost of your plan. To help isolate whether the speed issue is affecting the connection itself or primarily Wi-Fi performance, could you test a device connected directly to the modem/gateway with an Ethernet cable and run a speed test? It may also help to compare those results with your WiFi speeds in different areas of the home using the Xfinity app. You can find additional tips for improving connection performance and troubleshooting speed concerns in our support article here: Managing and optimizing your WiFi network. We appreciate your patience and the feedback you've shared regarding both the service experience and pricing concerns.

 

2

0

user_ndjoi3

Visitor

 • 

2 Messages

I have tested and the speeds on all devices and they vary from

65/288 (Mbps) to 1201/1201 (Mbps) and even lower than that or in between. I have been kicked offline in the middle of meetings and unable to even view simple websites. I am paying for the gig plan so these variations in speed and download are unacceptable. I am on the third modem in two months. I have not changed anything in terms of my work setup or location in my house and in fact since 2020 there were two of us working full time from home in the same household in virtual meetings all day. Now only one 4 days a week. 

Like

Reply

8 hours ago

0

XfinityDilary

Official Employee

 • 

3.6K Messages

Thanks for clarifying, user_ndjoi3. I'd be happy to check the signal on our end to determine what could be causing this. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

 

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

 

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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 as Best Answer.tick

Like

Reply

7 hours ago

0

forum icon

New to the Community?

Start Here