1 Message
Customer owned modem speeds purposely slow?
I recently purchased a new CM2000 modem, activated it and now I don’t get the speed I am paying for. I have had issues trying to speak to a real person over the phone and using chat isn’t ideal. The modem is on the approved list and I have tried all the troubleshooting steps but my speeds have not improved, they have gotten worse. I don’t like being forced to pay for equipment when there are options and the people over chat think everyone is an idiot. How do I get in contact with a higher level of support, if that’s even possible.
EG
Expert
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110K Messages
1 year ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityShawn
Official Employee
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1.4K Messages
1 year ago
@user_pzmqhy My team can definitely help you with your internet speed concerns today. I know you mentioned chat isn't ideal for you, but we are more than capable of helping you. If you prefer to speak with a phone representative, then you would need to call in at 1-800-934-6489 as that is the only way for phone support. If you decide you want to chat instead, then you can send us a DM. To send a direct message, please click on the chat icon in the top-right corner of the screen, and select "Xfinity Support" to initiate a live chat.
Click "Sign In" if necessary
Click the "direct messaging" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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
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user_9kffpf
2 Messages
1 year ago
Same here. I replaced their rental modem with better equipment, and now I'm getting service interruptions and slower speeds even though I have better equipment. It's certainly appears intentional. Next stop is the Federal Communications Commission (FCC) to report this. If true and widespread, it's the definition of coercion... and extortion.
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Gilkfrog
1 Message
1 year ago
I too am having severe issues since upgrading to their X2 plan. I had a Arris S33 that supports multi-gig connections yet after the upgrade, my upload speeds stayed at 40 Mb/s when they should be 200 Mb/s. Round and round with Customer Service over and over through chat, over the phone and had a tech come to my house. They uploaded a boot and firmware update to my modem and the speeds dropped even further both up and down. They installed one of their Gateways and with a little coercion we were able to get the multi-gig speeds. I too do not like leasing this type of equipment and prefer my own, so since I am pretty sure my Arris is not going to function like it has in the past, I spent the $300 and bought the Netgear CM2000. Now, I am on the line with a tech and he is not able to find the issue with my connections speeds being drastically slow. The best I get is 750 Mb/s down and 6 Mb/s up. I don't know what to do, they better make this right. Either fix the Arris they [Edited: "Language"] or make the new CM2000 get the connection I pay for. I've had the X2 plan for about 6 weeks and the only time I had the speeds I am paying for is the 2 days I had their Gateway installed.
(edited)
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