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user_s23ir0
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Visitor

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2 Messages

Thursday, April 16th, 2026 1:54 PM

Slow and constantly interrupted internet service

For at least the last two weeks, our internet service has been extremely slow and sometimes is cut off entirely.  I want to know why this is happening when we pay extra for high-speed internet?  

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2 hours ago

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XfinityRaul

Official Employee

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2.7K Messages

4 hours ago

@user_s23ir0 Thank you for making us aware about the internet issues you've been experiencing the past two weeks. I would be more than happy to help find a solution to this problem you're having.

 

So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

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user_s23ir0

Visitor

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I've tried all of that.  Xfinity makes it impossible to speak with a live agent about this issue because they view it as an outage that they are working on.   But these "outages" are occurring frequently and last for days.  Most of the time we have a connection but the speed is extremely slow.  I see Xfinity trucks and crews who I assume are "working" to fix something, but either the problem is very serious or the crews are incompetent.  I filed an FCC complaint today because Xfinity refuses to engage with customers to let us know what's going on, and seems unable to fix the problem.  Ironically, you just raised the monthly fee and I was told mine is so expensive because we have "high speed" LOL.

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2 hours ago

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XfinityRaul

Official Employee

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2.7K Messages

@user_s23ir0 I'd like to take a closer look at your account to see what's going on in the area. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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2 hours ago

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