Visitor
•
4 Messages
Internet speed drop down
I updated my internet to a 2 Gig plan 1 month ago, and at the beginning, I tested the speed through the Xfinity app: download speed is 2000 Mbps+, upload speed is 250 Mbps+, everything looks good!
But today, I tested again, the download speed has dropped to 1200 Mbps, upload speed has dropped to 40Mbps!
I restarted my device many times, but the issue is still there.
I checked my current service, the plan is:
1.2 Gig Plan
Upload speeds: up to 250 Mbps
Online xfinityassistant said "It looks like there is an issue with your internet connection and you are not getting the full speeds possible." But the AI assistant can not do more.
Could you please help me resolve the issue?
Thanks!
[Edited: Personal information]
XfinityJustinM
Official Employee
•
401 Messages
6 hours ago
Hi @user_r2epa4, thanks for filling us in! We certainly want to get you back up to your top tier speeds, 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" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
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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