RE: WiFi Evaluation Link

Greetings, @user_cec057! Thanks for reaching out to us on the Forums! I hope you are having an amazing day! I apologize to hear that you are having issues with reaching the speeds you are paying for. If you are talking about wireless speeds, we do not guarantee those. However, have you attempted to run a speed test through a wired connection to see what speeds you get that way?

Thanks for your reply. I have and it was around 500 but may be due to it being an older computer. We rarely use a desktop computer now. Our phones, iPads and laptops are all pretty new. 
Our speeds were better on the 300 mbps plan and we were over 200 on the laptops (wireless). Now I’m lucky to get that one room away from the modem. 
Is it possible to get the review done to see if pods would help us increase our speeds? Like everyone, we are working more from home and should get better speeds if we’re paying for it. I have been told numerous times to wait for an email with a review and it’s been over 5 months and we still haven’t gotten the email. 

Thanks again for trying to help us with this. 

We do appreciate you sharing that update on the speeds. Those are definitely a lot slower compared to the Gigabit plan, especially since that is through an ethernet connection. When you sign up for our xFi Complete service, you should have receive an email within a day of activating the xFi Gateway, highlighting the benefits of xFi Complete and notifying you that the Whole Home WiFi evaluation has begun. After the initial 14-day assessment period, you would have received additional emails with information about your xFi network performance, which would indicate if things are working as expected, or if xFi Pods would be needed to help with the connection. Just to confirm, you signed up for our xFi Complete services specifically 5 months ago and never got the email update? We definitely want to ensure that is addressed for you if that is the case here!

Hi, yes, that is correct. I signed up about 5 months ago and have never received an email about the evaluation.

On Memorial Day weekend, I went to our local Xfinity store and discussed it with them. They reviewed my account, verified Complete services package and said I would hear back in 14 days. I still have not received an email from them. I have also called customer services a few times and over a month ago, a phone representative was going to expedite my case but I am still waiting to get the assessment email.

I would be thrilled if you could help us!! We are frustrated and would just like to have better speeds throughout the house. We previously have always had great service and experience with Xfinity until this issue came up.

Thank you again for your assistance.