Internet speed has not increased after plan upgrade.

I recently upgraded to fast plan to get up to 300 mbps from the previous cap of 100 mbps. It has been over 2 months since it has been changed but I only get 80mbps like before and recently it went down to 50 mbps. I am not getting the service that you are billing me for.

Responses

XfinityBillie

Official Employee

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3.3K Messages

3 years ago

Hello @user_67d522 and thank you for taking the time to reach out to us here on our Xfinity Forums. This definitely isn't the experience we want for our valued customers and we would love to further assist you. Can you confirm if you have already attempted these basic troubleshooting steps:

1. Have you already checked that the connections at both the modem and the wall plate are secure?

2. Removed any unnecessary splitters?

3. Attempted to reset the modem manually or via the Xfinity My Account app? When you do it via the app it will also attempt to provision the modem. That's my go to when I have slow speeds or connection issues and 9 times out of 10 it resolves the issue.

4. Are you using an Xfinity Gateway or your own modem? Are you using a standalone router as well?

5. Have you attempted to run speed tests while hardwired directly to the modem? If so can you tell me what the speeds are? This helps determine if it could be an issue with the Wi-Fi itself or with the speeds coming into the home.

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user_67d522

Visitor

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3 Messages

@XfinityBillie

1. Yes I have.

2. I don't have splitters.

3. I reset via both methods today.

4. I am using my my own bought modem along with a standalone router.

5. I've tried direct connection with ethernet to pc and get the same speeds of 50 mbps direct about the same as wifi speed.

3 years ago

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XfinityBillie

Official Employee

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3.3K Messages

I can't thank you enough for filling me in on what you've tried. At this time I would like to get a look at the signal levels from our end and do some more in depth troubleshooting. Please send us a direct message to "Xfinity Support" with your full name and address to get started.

To send a direct message you may need to:
Click "Sign In"
Click the "direct message" 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

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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

3 years ago

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XfinityBillie

Official Employee

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3.3K Messages

3 years ago

Thank you so much for trying the basic troubleshooting steps for me! The direct connection to the PC, is that hooked to the router or have you disconnected the router to connect directly to the modem itself for that speed test? Bypassing the router helps to rule out the router as part of the speed problem.

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user_67d522

Visitor

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3 Messages

@XfinityBillie Directly between the modem and pc, not using the router at all.

3 years ago

0

Customer Service

user_67d522

Internet speed has not increased after plan upgrade.

XfinityBillie

user_67d522

XfinityBillie

XfinityBillie

user_67d522

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