My personal wi-fi summary is a lie and your chat bot won't connect me to a real person even though it says it can

I have used three different speed test sites including speedtest.xfinity.com.   All give similar readings with a download speed between 500 and 575 Mbps - a far cry from the 1170 Mbps given in the summary e-mail.  The computer I'm running the speed tests on is connected directly by ethernet to the modem Xfinity gave me a few months ago.  I haven't done any troubleshooting.  Can you explain how Xfinity came up with the 1170 number?

That is certainly not what we want to see on with the speeds @user_7y9st1! The WiFi assessment determines your network health over a 14-day period by monitoring signal strength (RSSI values) between your gateway and connected devices. Then the average speeds is determined if there are any dead spots in the location.

I would be more than happy to further troubleshoot with you. Can you please send us a DM to get started?

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Message” icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message