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 just got my "Your personalized WiFi summary" e-mail in which the download speed was twice what i have ever gotten. There is no way I can reach anyone in customer service except by phone.

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XfinityAdrienne

Official Employee

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1.9K Messages

7 days ago

Good Morning @user_7y9st1! Thank you so much for taking the time to reach out to us here on the Xfinity Forums. I am very sorry to hear about the experience with getting in touch with our support team, and the WiFi summary of the assessment. We can certainly take a look regarding the speed concerns. How are you testing the speeds? Can you share with us any troubleshooting steps you have completed?

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user_7y9st1

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3 Messages

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?

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7 days ago

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XfinityAdrienne

Official Employee

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1.9K Messages

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

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7 days ago

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user_7y9st1

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3 Messages

8 hours ago

Well I followed the DM instructions above. It took 45 minutes just to confirm who I was and what my account # was. Average response time to anything I entered was about 8 minutes. After another 45 minutes they said they would send out a service person. He came yesterday and was very thorough checking the various connections from outside to my modem. He did find a problem with the connection outside and underground in front of my house and called in another guy to replace it. I was very pleased with both of them and the work they did. However my download speed still remains around 500 Mbps. The technician said with the service I have to my house there is no way I'd ever see the 1 Gbps. Asking why I was sold a 1 G plan and where they got the 1070 Mbps number in the e-mail he said he couldn't explain either. When someone call last evening and asked how my service call went I explained what happened (pretty much what I said in this post). I was told someone would call me to help but I haven't heard anything yet.

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user_7y9st1

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

XfinityAdrienne

user_7y9st1

XfinityAdrienne

user_7y9st1

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