Visitor
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4 Messages
Updated plan, now getting slow speeds, site shows wrong plan tier name.
Yesterday (2/19/26) I updated from a 1300mbps plan to a 1200mbps (better pricing), but my speeds are now cut in half (~550mbps) and the plan store says I'm on "100Mbps Plan" with "Download speeds: up to 1200 Mbps". Googling that found numerous issues pointing to some kind of backend order status issue. Chat support has not been helpful. Can someone please look into this?
I also don't have any order confirmations for yesterday. I only see the ones from last year.
Accepted Solution
user_6qivbj
Visitor
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4 Messages
3 hours ago
Technician came out and found signals good, observed the low speeds from my PC. We added an Xfinity modem to the account, and when testing with his equipment found speeds to be exemplarily. Hooking my equipment back up eventually also showed 1200+ speeds. I then hooked up my own modem and still had the correct speeds. No real explanation, and frankly I'm just happy it's all working now.
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XfinityDemetrise
Official Employee
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9 Messages
4 days ago
Hi there @user_6qivbj Thank you so much for reaching out on our Xfinity Community Forum about getting slower speeds now that you've updated your plan. Please click this >link< to see if any of these troubleshooting steps are helpful.
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user_6qivbj
Visitor
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4 Messages
4 days ago
Hello, rest assured I have checked everything on my equipment side. The only thing that has changed is my plan/modem provisioning. I have connected my PC directly to my modem, the signals are as good as they have even been, etc. I have also been forced through two chat support... experiences.. modem reboots/etc...
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user_6qivbj
Visitor
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4 Messages
2 days ago
It has been two days with talking to support, and the most that I got was that (from my own inference) there is some issue in the comcast network. I say it's my inference because the first agent had me ping/tracert to a comcast IP, but the chat office closed before he could act on that information. And unfortunately, the next day I was not allowed to continue the previous troubleshooting, but start over and re-answer the same questions I had clearly already answered. The agent also answered none of my questions and just kept sticking to whatever script/canned responses they had... Unfortunately I didn't have another 2 hours to burn rehashing the same scripts...
Edit:
We also have "planned maintenance" in our area Monday morning, so maybe (hopefully??) that could also "magically" fix this issue.
Edit2:
Issue still not resolved.. have a technician coming tomorrow (2/24/26).
(edited)
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