4 Messages
Extreme slow speeds and Unable to get through to support
I am getting speeds over the last few hours that typically test out at around 11.9mbps... considering I pay for 1.2gbps... that is pretty atrocious. On occasion I might get up to about 19mbps.... this is all while connected directly to the cable modem. Modem has been restarted multiple times, Ethernet cable has been swapped multiple times, even have tried 3 different computers. Your automated assistant insists it is a problem with my equipment.... I can assure you it is not my equipment... I have worked for a major cable and internet provider for the past 20 years supplying the same equipment and services as xfinity.... unfortunately my office is located in the Denver Area, and my company does not provide service here... so I buy service through xfinity.... in any case, those 20 years have been spent in Field Operations, tech support, network engineering and now Operations Analysis.... so I can say for certain I know how to troubleshoot service issues and how to eliminate the possibility of my own equipment being the problem. When trying to call in to customer service I am advised that there will be an hour and a half wait time. I do not have an hour and half to spend waiting on hold for this. And since I used to do tech support... I already know all the things the agent is going to ask me to do again, even though all of those things have already been done multiple times.
Based on what I am seeing, I seriously doubt that I am the only person having this issue right now. And an hour and a half hold time for help makes me think a lot of people are having a similar issue. If there is a widespread issue... I can understand that, and would be fine with waiting for you guys to fix it... however your automated system insists there are no issues on your end. And if there really is no issue with the service itself.. then there is something affecting the lines to my location or something like that, but I can't spend a couple of hours on the phone just to try to schedule a trouble call..... so can you give me any solutions or info to help with this issue?
XfinityJeniece
Official Employee
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3K Messages
1 year ago
Hey there, @cvkuehner thanks for reaching out through Xfinity Forums regarding the issues with your speeds. We would be happy to help you with troubleshooting your speeds. I rely on my connection for work and I completely understand wanting to ensure it is working properly.
To send a "Direct Message" to Xfinity Support:
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
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list
- An "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_5c42ac
Visitor
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13 Messages
1 year ago
Xfinity should start acknowledging problems but they rarely do so (unless they have a major outage) making up B.S. about it is your equipment. Like swapping out the cables ever fixes anything. LOL.
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cvkuehner
4 Messages
1 year ago
In all truthfulness... 9 out of 10 times when a customer reports slow speeds.... it actually is on their end. 20 years of working for one of the other major cable companies has taught me this fact.
Yes, a lot of the time switching ethernet cables does fix a lot of issues... they do go bad for various reasons even when you never touch them....
Troubleshooting slow speeds can be very tiresome.... first step... reboot your PC... if that doesn't work, reboot the cable modem, if that doesn't work, connect directly to the cable modem via ethernet bypassing any potential issues with your own equipment, if that doesn't work, try a new ethernet cable..... lots more things to try.....
In my case.. I tried all of those things and even tried multiple different computers and even multiple cell phones connected wireless.... I double checked all connections including unscrewing the coax and reconnecting it (because yes, in my experience... a simple coax connection being loose or a bad connector can cause these issues)
Essentially I eliminated every possibility on my end and tests from the modem itself indicated that speeds from the internet to the modem itself were very slow. This indicated to me that the issue was on the Xfinity side... could have been a line problem of some sort, such as bad piece of coax between me and the plant, bad node in the neighborhood, issue with a network switch somewhere, any of 1,000 possible things on their network.
Temperatures at the time were around -6 degrees..... so could even be something like a tiny bit of moisture got into a chunk of coax somewhere in the line because of an abrasion in the shielding of that line, and the extreme cold cause it to expand just enough to cause an issue..... like I say, there are thousands of possibilities..... but they needed to be aware of potential issues in order to track them down.... which they did eventually....
I do not know if a permanent solution is in place or not, but they did find some signal issues in my area, and my service itself has returned to normal. Time will tell if the issue has truly been resolved... but for now all is good.
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user_5c42ac
Visitor
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13 Messages
1 year ago
Okay so the guy who presented this problem confirmed what I just stated in my post. I guess just waiting till the service improves is the best action to take. Certainly if you are on 800M internet service you can get by with 30M for a few days until the issue clears on its own. You will hardly notice the change especially if you stop speed testing. LOL
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