Visitor
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3 Messages
Speed dropped to 1 mbps after moving
Hi,
I recently moved to a new place, and had requested to transfer my existing connection to the new place. Since i have moved, am getting only < 5 mbps speed (0% or 1% of my 1000mbps plan)
1. I talked to xfinity live agent, after 3 hours he told the router needs to be replaced
1. But then I took the router to my old place, and it still shows 1100mbps speeds there. So not sure if its an issue with the router / gateway.
Can you please suggest next steps ? Or can i get a tech visit scheduled.
Accepted Solution
kv391
Visitor
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3 Messages
2 years ago
Update 2/12: issue got resolved after a tech visit. It was a due to loose connection between the wall socket and coaxial adapter. Thanks!
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CCDevinC
Contributor
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473 Messages
2 years ago
Hey there! @kv391 Thanks for taking the time out of your day to reach out to Xfinity on Forums! We are so sorry that you are having the issues with your internet. Since you took it to your old place and it works fine, its safe to say that your modem/router most likely wont be the problem. We would love to take a further look into this for you.
Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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kv391
Visitor
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3 Messages
2 years ago
Thanks for the reply. I just sent the DM.
Update since morning:
1. I went to the store to get the gateway replaced (as suggested by xfinity tech on live chat + xfinity store, even though I told them it works fine in my old place)
2. the new gateway still doesn't work, instead the connection is slow and flaky. I went to the store again, and they scheduled a tech visit for Tuesday 8 AM.
its already been 2 days with no connectivity and I have spent most of the time talking to xfinity tech on chat / phone.
We work from home, would it be possible to somehow get the issue addressed before Monday ? Am not sure if the issue would be resolved within one visit and I fear it may stretch further.
Thank You !
(edited)
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