Internet speed on app Doesn't match plan

I upgraded my plan the other day (3/24/2026) to 1000 mbps. I have spent 2 days trying to troubleshoot, but the app still says that it is 600mbps, and speed test confirm that that seems to be right.

I talked to a live agent yesterday (3/25/2026) they said they see that I have 1000 mbps. They told me to pick up a new gateway since I was having speed problems. When I picked up the new gateway the person at the store confirmed that they see I should have 1000mbps. I set up, the new gateway and I'm still seeing the same speed on the app and in speed tests of about 600 mbps.

What are the next steps to actually get the speed that the plan says I should have?

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EG

Expert

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116.9K Messages

2 hours ago

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

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XfinityAmira

Official Employee

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4.7K Messages

1 hour ago

Hi user_8rlo1x! Thanks for joining our Xfinity Forum. We appreciate you being a customer with us, and please know my team is always here to support you. We certainly want to get those speeds closer to where they should be. For troubleshooting purposes, are you running a speed test via Wi-Fi, or directly connected to the modem with an Ethernet cable?

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user_8rlo1x

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2 Messages

It was from a wireless device.

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13 minutes ago

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XfinityDena

Official Employee

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4.2K Messages

Per your internet, I like to look at WiFi like a pizza. The more people you have to eat the pizza the less pizza you personally get. So like that the more devices connected to the WiFi the less WiFi gets to all devices. When you use an ethernet cable, that device will have priority to your connection and uses up some of the available speed to function before going to other devices. I personally have my work computer connected directly to the modem to avoid my work computer not getting a great connection. Since you have our Gateway you can test the speeds to the Gateway using the Xfinity app (https://www.xfinity.com/support/articles/test-speed-to-gateway-xfinity-app) @user_8rlo1x

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3 minutes ago

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Customer Service

user_8rlo1x

Internet speed on app Doesn't match plan

EG

XfinityAmira

user_8rlo1x

XfinityDena

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