Slow internet / poor support

For some reason in the past 6 months my download speed went from 360Mb/s to 100. Nothing has changed on my end. When I reported that to Comcast 11 days ago, they said that a tech would be in touch with me and verified the phone number. I still have not heard from anyone.

As an engineer in the tech field, I would never be able to ignore a client having issues like that .... and keep my job.

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Responses

Accepted Solution

unixfreak

Contributor

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19 Messages

4 years ago

Yesterday I finally spoke with a human and he was working to get through the dialog that those tier one guys do, and was very helpful. He wasn't asking silly questions like " what color is the cable coming out of your modem." Sorry ... that was from a Vontage tech years ago. Just to close this out, I was able to get this resolved. There was a setting in my EdgeMax router that was cutting my speed way down. Oh ... and btw - we were disconnected and I never heard from Comcast again.

2

XfinityGabriel

Official Employee

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2.4K Messages

Hi, @unixfreak. Thanks for using our forums page and for your time spent reaching out. I am sorry to learn of this experience and that you never received that call. I am very glad to hear that you were provided with a solution to the slow internet service issue. We are very grateful for your long-time loyalty and business. Please feel free to reach out if you have any additional questions or concerns. We are here to serve you at any time for your convenience.

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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4 years ago

0

unixfreak

Contributor

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19 Messages

Thank you. Let me be clear that Comcast didn't offer a solution, we were disconnected and I never heard back from them. If this helps someone, the steps that I took was I connected a laptop directly to the modem, reset the modem, performed a speed test (by passing my network), and speeds were high, like 300Mb. I then plugged my laptop directly to my router, bypassing my switch, and it was only around 100Mb. I knew then that there was something throttling me down on my EdgeMax switch. There was a setting called traffic-control that I deleted.

4 years ago

cplank00

Regular Visitor

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10 Messages

4 years ago

I had the same issue! I filed with the BBB and BAM!!!! I get responses quick! So what happened was my purchased cable modem was not a Docsis 3.1 modem. It was outdated. Good Luck!! Its a major corporation only looking for their monthly payments and now trying to stop streaming tv due to the caps they are putting on our accounts!!! CORPORATE GREED!!!!

0

unixfreak

Contributor

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19 Messages

4 years ago

My hardware is compliant ... but I seem to be capped at 100Mb. Might have a ethernet cable loose a pin on the RX/TX which would cause a 1G connection to fall down to 100Mb. Of course to get that resolved, a technical person would have to put a etherscope on it to find out where the open is.

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unixfreak

Contributor

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19 Messages

4 years ago

So this morning I attempted to call to speak with an agent. I think the reason that I've not called is because it's impossible to get to an agent. I pay for 360Mb but only get 100mb.

I have called 6 times this morning and everytime that I go through the menu [Edited: "Language"] it says that I have a system restart in progress. If there are any agents that scan these forums, you might want to reach out to me. I've been a customer for over 30 years and I'm about to got AT&T ... and I will go to the BBB as well on my way out.

(edited)

0

Customer Service

unixfreak

Slow internet / poor support

unixfreak

XfinityGabriel

unixfreak

cplank00

unixfreak

unixfreak

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