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user_g7uyn0
1st Topic

4 Messages

Sunday, August 4th, 2024 6:50 PM

Closed

Internet Much Slower than Plan

I'm paying for 500 Mbps and for several days have been lucky to get 150 Mbps, when it was routinely 300-400 Mbps.  I've attempted to complete the troubleshooting steps using the Assistant, but the Assistant eventually glitches out and forces me to start all over.  Yes, I've physically rebooted my modem/router and also had the Assistant restart it several times after finding no outages or signal issues, and no improvement.  What can I do to get some actual help to figure this out?  Thank you.

Question

 • 

Updated 

9 months ago

46

1

0

XfinityChristy

Official Employee

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2K Messages

9 months ago

 

user_g7uyn0 Hello and thank you for reaching out via our Xfinity Community Forums. I’m really sorry to hear about the issues you’re experiencing with your internet speed. It sounds incredibly frustrating, especially after troubleshooting multiple times without success. To get this sorted out as quickly as possible, I would like to take a look at your connection. To get started, please 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. 

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that 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

 

6

0

user_g7uyn0

4 Messages

Thanks for your reply.  There is no "text bubble" or other link to Direct Messaging that I can see, on either this support/service forum, or on the standard Xfinity site.  Yes, I am signed in to both.  All I see at top right is my user icon and the Notifications "bell" icon.

9 months ago

0

XfinityChristy

Official Employee

 • 

2K Messages

 

user_g7uyn0 Do you see a bell in the top right corner? 

 

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
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
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

9 months ago

0

user_g7uyn0

4 Messages

Yes - top right is a bell next to the user icon

9 months ago

0

user_g7uyn0

4 Messages

Now the DM icon just appeared... <shrug>

9 months ago

0

XfinityChristy

Official Employee

 • 

2K Messages

 

user_g7uyn0 LOL  that is great! Go ahead and send a DM and we will go from there! 

 

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
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
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

9 months ago

0

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