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MarkAH
1st Topic

Visitor

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4 Messages

Tuesday, July 1st, 2025

Having issues with my network and the AI Assistant mentioned "my gateway can't keep up with my internet speed". How do I fix this?

So, I'm reaching to get some direction on my current problem. For the last week I've been having trouble at late night gaming where my network drastically slows down to point of a crawl. Over the weekend I experimented by restarting the modem for any luck but failed to make a difference that evening. I ended up reaching out to the AI assistant to help troubleshoot the issue and it came back with the response "that my gateway can't keep up with my internet speed". Looking at gateways in greater detail I'm unsure if its just a firmware needs to be updated (I tried using the Xfinity app but was having trouble signing in) or if the modem in question needs to be updated. I'm looking for some tech assistance on what I need to do so I can enjoy my evenings without these interruptions.

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Updated 

2 months ago

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XfinityMarshante

Official Employee

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438 Messages

2 months ago

Hello @MarkAH, Thank you for taking the time out of your day to leave a post. Sorry to hear that you are having issues with your internet connection. Are you using the Xfinity gateway or your own modem? Are you hardwired or wireless when you are having these issues? 

(edited)

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MarkAH

Visitor

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4 Messages

Thanks for the response. I'm using Xfinity gateway and wireless when having these issues.

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2 months ago

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XfinityMarshante

Official Employee

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438 Messages

@MarkAH, have you tried directly connecting to the modem to test the connection that way? 

(edited)

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 months ago

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MarkAH

Visitor

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4 Messages

Unfortunately, I don't have any outlets in my room nor a connection cable to reach from downstairs all the way upstairs to my room to be able to test it.

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2 months ago

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XfinityMarshante

Official Employee

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438 Messages

@MarkAH  If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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 months ago

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MarkAH

Visitor

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4 Messages

Found it! Thanks for directing me to it. I will get that conversation going shortly. Have a good rest of your day!

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2 months ago

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XfinityJustinC

Official Employee

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1.6K Messages

2 months ago

@MarkAH thank you for your time working with me, and glad to hear that service has been working well completing troubleshooting with us and giving it a few days to test. We're available 7 days a week between 6am - 1am ET for employee support here or Reddit. Have a great rest of your day, and a safe upcoming 4th holiday. 

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