Slow Download Speed, Upload Speed is Almost Zero

I've had a reoccurrence of an issue I had about 2 weeks ago. The issue is that suddenly the download speed drops (I pay for gigabit service) and upload speed goes to almost zero. The download speed drops to about 450mbps (when it's normally at least 950mbps). The big issue is the near zero upload speed. Normally I get around 40mbps. I just spent a frustrating evening using the automated Xfinity assistant, then finally getting an agent on the phone who was unable to help. Ultimately, I was passed to a supervisor and all he was able to do was setup a technician appointment. It seems odd to me that this same problem that I had a couple of weeks ago was not able to be resolved remotely by correcting a problem on Comcast's end (i.e., there weren't any problems with my equipment). I pointed this out to the supervisor agent, but he didn't seem to listen or investigate what the corrective action was when I called about the same problem a couple of weeks ago.

On a side note, the virtual assistant is not robust at all, and its simplicity causes a lot of frustration for customers. There should be an easy option for customers to exit out of the AI based system at any time and revert to a live agent. In my case, the live agent may not have been able to solve my issue, but I would have wasted much less time.

As of now, my issue is not resolved. Any input would be greatly appreciated!

Responses

XfinityKei

Official Employee

•

1.5K Messages

2 days ago

@User_JK Thanks for bringing your speed concerns to our attention! Two weeks is too long to have issues. Our team is here to help! Can you tell us more about your connection and setup? Are you in the same room with your modem? Do you have any splitters, amplifiers or separate routers connected?

When your upload speeds drops to 0 are you streaming, gaming surfing etc.?

User_JK

7 Messages

@XfinityKei your questions suggest that the problem I'm having is on the user end instead of on the Comcast service end. As I mentioned in my post, this is the exact same problem I had about two weeks ago, and it was resolved by Comcast remotely on the service side. There were no equipment issues on my side (i.e., my modem and router are not the issue). But to answer your questions:

- Yes, I am in the same room as the modem.

- No, there are not any splitters in the line.

- Yes, I have a router that is connected to the modem, but I am certain that the router is not the cause of the issue.

- No, I am not surfing or gaming when the upload speed drops to zero. I noticed the problem while sending an email with a 2mb attachment. The message just sat in the email client outbox and would not send. Also, if I try to upload a file to MS OneDrive, the file does not synch on the server.

It would be ideal if a knowledgeable person from Comcast would reach out by telephone to help me resolve this issue. The Xfinity AI Assistant will not fix this issue, as I've already gone through the steps multiple times. To fix this problem, it will take a Comcast person to investigate the issue on the service side. Trying to fix this problem through chat or by exchanging messages on a public forum is just agonizingly slow and inefficient!

1 day ago

XfinityKei

Official Employee

•

1.5K Messages

@User_JK The effective way to resolve this would be through troubleshooting and to check things off as we go to find the issue. Our XFINITY app is free to download, and we have a tab available were you can always leave feedback.
Can you please direct message me your first and last name along with your full service address so that I can assist
Here's 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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1 day ago

User_JK

7 Messages

Tried the DM option and it does not provide a practical, live agent way to address customer issues. The response times are ridiculously slow. Comcast - please do something to provide customers with better live support options. The current system is TERRIBLE!

1 day ago

Customer Service

User_JK

Slow Download Speed, Upload Speed is Almost Zero

XfinityKei

User_JK

XfinityKei

User_JK

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