U

Visitor

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3 Messages

Tue, Sep 28, 2021 4:36 PM

MBps Fraud - Getting a technician

I am going to try and describe my issue as calmly as I can but I am having a hard time calling this anything else but fraud.

I recently moved into a new apartment and signed up for Xfinity, the only provider I could chose from. I bought a MG7700 router for myself because I was tired of renting out routers from Xfinity. I signed up for the 400 MBps plan and when I first connected my new router with the Coax cable and tested the internet speed I was shocked seeing a download speed of 25 MBps. 

After calling Xfinity and them having me restart the router for three times they finally told me to call Motorola (router company). Ok, I thought, fair enough, might be the router. 

After troubleshooting there and looking at some logs no issue with the router was found (as I expected, since it was brand new) and I had to start from square one again. Another round of talking to incapable Xfinity Reps led to nothing and my internet connection got WORSE. 

I ran speed tests yesterday throughout the day and the download speed does not exceed 10MBps. Now I am aware that the fine print says UP TO 400 MBps but that discrepancy is absurd. 

What can I do to have a technician come out to my address (I live in an apt building) and making sure all the cables and wires are connected correctly? I am 100% sure this is an Xfinity issue that has nothing to do with my router and am typing this out in the hope to be heard and my issue is being looked at.

Please advise!

PS: I didn’t see an option to attach files but I can attach screenshots of the speed tests that I ran.

XfinityJoeB

Official Employee

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6.9K Messages

1 m ago

Hello user2021. I can certainly understand your frustration about not getting anywhere near the speed you should be. I would like to help troubleshoot your account and modem connectivity. I'd like to start with polling our CMTS for real-time and historical RF signal reports from your modem. I can also check your local Node/Plant for any degradation or error reports. Please reach out to us via direct message and send your full name and service address to Xfinity Support. To do so, click on the direct message icon located at the top right of this forums page. Let me know if you have any questions.

Visitor

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3 Messages

@XfinityJoeB Thanks, I just did that .. when can I expect a response?

Visitor

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3 Messages

@XfinityJoeB so I just connected my Mac to the LAN cable and the speed that I am getting is 94Mbps Download and 23 Mbps Upload. 30 seconds later I ran a speedtest with the Wi-Fi and it was faster (!!!) how is that possible? (112 Mbps Download Speed) - But still, this is after I got an email telling me that the speed was increased from 400 MBps to 600 Mbps, so nowhere near the advertised speed of 400 Mbps -  How can I get closer to the advertised speeds? It is clearly not the router so the problem must be on Xfinity's side! 

Please tell me what we should be doing next?

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