2 Messages
Internet Speed Significantly Slower Than Plan Speed After Moving
I currently pay for Connect More which should give me up to 300 Mbps download speed. I just moved to a new apartment and transferred my service to my new location, and on every device that I run a download speed test on I'm getting a maximum of 120 Mbps down. I'm fine with my plan, but I want to make sure that I am getting the download speed that I'm paying for.
There appears to be two accounts/addresses still connected to my plan however (the new one I transferred to and the old one I transferred from) so I'm wondering if my speed is being split between the two. I just want to make sure I'm getting the speed I'm paying for at my new apartment, and the second address on my account (which I don't live at anymore) isn't causing my download speed to be limited.
If a support agent could help me figure this out that would be great. I'm having trouble getting in contact with support over the phone.
XfinityJeniece
Official Employee
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3.1K Messages
9 months ago
Hey there, tomblue11, thanks for reaching out through Xfinity Forums regarding your account and speeds! I want to ensure you are getting the right speeds as I know how important it is since I work from home myself! We would be happy to help you with troubleshooting and taking a look at your signals!
Please send us a [Modmail](https://www.reddit.com/message/compose?to=/r/Comcast_Xfinity) message with your first and last name, along with your physical address.
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BruceW
Gold Problem Solver
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26.4K Messages
9 months ago
"Modmail" is the private message facility used on the Reddit web site. Here in the Xfinity Forums, the equivalent is Direct Messaging. Once again, the employee has given incorrect instructions.
To send the requested information in a private Direct Message ("DM") from any forums.xfinity.com page:
• Click "Sign In" if that prompt is visible
• Click the "Direct Messaging" icon above or https://forums.xfinity.com/direct-messaging
• On the DM page click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person" but don't do that. It won't work.
Instead, type Xfinity Support there. As you are typing a drop-down list appears.
• Select "Xfinity Support" from the list. An "Xfinity Support" graphic replaces the "To:" line.
• Type your message in the text area near the bottom of the window
• Press Enter or tap the > icon to send it
See https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e for an example.
Regrettably the "pencil and paper" icon is a pale grey that is active even though it does not look active. Go ahead and select it. But if a red circle-slash appears when you try to select the icon it means that DMs are disabled in your user Profile. If that happens, go to your Profile Settings, clear the "Opt Out from Direct Messaging" checkbox, click Save, and try again.
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tomblue11
2 Messages
9 months ago
Despite the incorrect info from the employee, I was able to get in contact with the main Xfinity call center. After about an hour of basic troubleshooting that I'd done already before the call, they sent a "reactivation signal" that fixed the problem. Thanks @BruceW I appreciate it
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