P

Visitor

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3 Messages

Thu, Aug 11, 2022 2:39 AM

internet download speed varies between 50 mbs and 900 mbs

About 30 days ago, contractors installing non Xfinity fiber optics cables dug up an underground Xfinity cable on my street.  Comcast came and made a repair. Since then my download speed randomly varies between 50 mbs and the 900 mbs that I am paying for. Most of the time it is at the lower speed. How do I get a message to Comcast that their repair isn't working correctly? When I call, they just reset my modem but the problem persists.

EG

Expert

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95.8K Messages

2 m ago

Concern moved here to the Customer Service help section for greater exposure to actual Comcast corporate employees (The Digital Care Team) for assistance.

Official Employee

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191 Messages

2 m ago

Hello @PopsandLin We appreciate you taking the time to reach out to us today. I know how important it is to ensure you gat getting consistent speeds and we'd be happy to help troubleshoot with you. 

 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 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

Visitor

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3 Messages

1 m ago

It  seems to have solved itself. I have been getting high speed downloads regularly now. We see some new cables laying on the ground between two of their boxes and suspect they came back and replaced the ones they had previously buried. Now they will have to come back and bury the new replacement cables.

XfinityAmira

Official Employee

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2.9K Messages

Thanks for providing us with this update, very much appreciated. We're also delighted to hear that the speeds are looking good on your end. We would be more than happy to ensure the line gets buried. For further assistance with this, please send us a Private Direct Message. Please see the directions on how to do so in our previous message to you. 

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

Visitor

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3 Messages

Although I thought that this problem had been solved, it returned right after I wrote that it was working correctly. We continue to get slow service with download speeds of between 50-150 mbs although occasionally, it jumps back to the 900mbs that we have been paying for. We check it multiple times per day and can't find any pattern to what time of the day the speed jumps back up, but it doesn't stay there for very long before it drops back down. Most of the time, it is at the lower speed. I don't think this is a problem with our modem or our router since they are both relatively new and the problem comes and goes without us resetting the equipment.  The cables that were dug up and mentioned in my original post are still just laying on the ground up the road about 100 yards from my house. I can't figure out where to find the peer-to-peer icon you mentioned.

(edited)

Official Employee

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68 Messages

It is unfortunate to hear that your service issues have returned @PopsandLin. We appreciate you taking the time to reach out to us today to let us know. I know how important it is to ensure you get getting consistent speeds and we'd be happy to help troubleshoot with you. 

 

To better assist, could you please send our team a direct message with your full name and full address? 

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer 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 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

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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