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user_yipic5
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3 Messages

Wednesday, August 6th, 2025

I don't get why I should pay extra fee for the technical support

I’m paying for a 500Mbps plan, but consistently receiving speeds below 200Mbps.

I did everything what the company AI assistant tells me to do like restart, troubleshooting, etc.

And it says call technician which costs extra fee.

However, since I’ve even already tested on multiple devices and ruled out local device issues, I believe the problem is not on my end.

So I don’t understand why I should pay an additional fee for technician support.

This should be resolved at no extra cost, and I just want to get the proper service I'm paying for.

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18 days ago

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XfinityGabriel

Official Employee

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2.5K Messages

18 days ago

user_yipic5, Hi there! Thanks for taking the time to reach out. As an Internet customer myself, I can definitely understand the importance of having your internet services working correctly and not having to pay an additional fee for an appointment since you have already tested multiple devices. You've knocked on the right door for help in virtual land. We are a dedicated team of experts who specialize in resolving internet service issues over social media. Let's get this fixed. If the internet service issue is a non-Comcast-related issue, there is a possibility of charges being applicable at the technician's discretion. If the issue is Comcast-related, no charges are applied. Are you using a Comcast modem? In addition to troubleshooting with the XFINITY Assistant, if you were to run an internet health test like in this link here: (https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting) via the Xfinity app, what results does it pull for you?

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user_yipic5

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3 Messages

Thank you for your response.

As I mentioned, I’ve already run the test through the Xfinity Assistant, and it reported that everything is fine and that I’m supposedly receiving 119% of my plan speed. However, that’s clearly not the case. Whenever I run a speed test, I consistently get only around 180–200 Mbps, which is less than half of the 500 Mbps plan I’m paying for. I’m using the Comcast gateway that was provided to me when I signed up for the service. I’d like to know next steps to properly address and fix this issue.

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18 days ago

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XfinityEmilyB

Official Employee

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2.3K Messages

 

user_yipic5 I appreciate you troubleshooting the internet before reaching out :). When you test your speeds, are you testing over a hardwired connection or wireless connection? You can always find helpful tips to troubleshoot your internet connection here. 

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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18 days ago

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user_yipic5

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I'm using wireless wifi and the same environment for the troubleshooting  and other connection tests.

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18 days ago

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XfinityEmilyB

Official Employee

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2.3K Messages

 

user_yipic5 I appreciate you clearifying that for me. When it comes to testing a wireless connection, the root cause it not always the signal being delivered to your modem, since several environmental factors can affect the WiFi broadcast, which are outside of our control. Do you happen to have a device with an ethernet port that you can use to run this speed test while connected directly to the modem via ethernet?

If you are getting the correct speeds over an ethernet connection, that means we can isolate the root cause to the routing capabilities of the modem and the device that's picking up the WiFi signal and running the test. If the speeds are low over an ethernet connection, we can take a closer look at the signal levels coming into your home. 

 

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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18 days ago

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