2 Messages

Tuesday, April 15th, 2025

Xfinity is such a scam company

I recently moved to a new house and signed up for Xfinity internet. It's been nothing but problems, internet keeps dropping out completely. We've had 2 technicians come out, each one seems to know less than nothing. First one said it was a bad splitter, so he replaced it. Internet kept completely dropping out, customer service said it was a bad modem, so we swapped that out. Internet lagging like crazy, we're paying for 1100 mbps, only getting 400. Second technician said the first one didn't do a good job, replaced the splitter again and said that our internet is signal is too close to the window and its sending the signal out the window instead of in the house. he also said the because the modem is next to an exterior wall the signal is being sent into the wall so we should be happy with the 400 that were getting, then Xfinity should give me a refund for the higher speed that I'm paying for. Also, our main TV is right next to the modem and it lags out constantly. What I am getting from the last tech is that the modem and pods choose the least convenient direction and just sends its signal in a linear fashion, so we can never get a proper connection. All of this is complete [Edited: "Language"]. I am so tired of the customer service "resetting" the modem and running us through a gauntlet of "tests" just to schedule an appointment that they want to charge us for, for them to come out and not do their job... Can someone with actual information please help me so we can actually watch tv or browse without lag??

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Official Employee

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435 Messages

4 months ago

Good afternoon user_wubhvh. I can see where this would certainly be frustrating, and I can assure this is not the experience we want you to have. I would be frustrated too, but rest assured I am more than happy to review your account for you and help you out the best I can. In order to review the specifics I will need some additional information from you. 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

 

2 Messages

The tech that was here earlier said that the speed going to the modem is 1100 so it’s not xfinitys fault. If you’re going to “look into this” just to tell me there’s nothing xfinity can do, can you just save me some time. I just don’t see how it’s our houses fault when I’m standing next to the modem and still only getting 700mbps.. 

Official Employee

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435 Messages

I am happy to try and assist the best I can. When you are checking the speed and running the speed tests, the devices that you are checking are they connected directly to the modem by an ethernet cable, or are they just functioning over the Wi-Fi?

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Visitor

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1 Message

@user_wubhvh​ get new wifi. There customer service is awful

Visitor

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1 Message

3 days ago

I am so glad that I left this company today. I have never had a pleasure about something in my life than to call a rep and tell them I was cancelling. This company ( I need to use the word stole because they are brilliant in finding ways to take peoples money) stole so much money from me. I am so glad I don't have to deal with them anymore and in top of that I am happy that I am helping 10 others to have their accounts cancel as well. Comcast shouldn't even exist. They have everything wrong when it comes to "provide a service" where out there are companies way better and more fair than this low integrity selfish company.

(edited)

Visitor

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10 Messages

3 days ago

@user_wubhvh 

Hello...technical person here.

The support techs and xfinity support are either lying to you or are pretending/guessing to know stuff they know nothing about.

The Xfinity Router/Modem gear is absolute garbage.  You should seriously look in to buying your own modem and wireless router so that you never have to deal with their garbage equipment again.

One thought on your download speed...  depending on the device you're doing the testing on, the internal NIC may only be able to download a specific speed.  For example, your 400mbps result...if you're checking that on an older Cell Phone and it's doing that download test on the 2.4ghz wireless band, then it's entirely possible that 400 mbps is its maximum.  If you do the download test on the 5ghz band with the same device (assuming it is 5ghz compatible), you'll probably get an entirely different result.  Granted, with Xfinity's gear, it's incredibly difficult to forcibly control which Wireless Signal you connect to as it just lumps them all together (including the 6ghz band.)  So, performing that test may be difficult to even perform...

For example, I had an old Samsung Galaxy S8.  On 2.4ghz, it would max out at around 250 mbps because that was the literal maximum of the internal NIC on the 2.4 Band.  On 5ghz, it would top out around 650 or so.  Again, purely due to the limitation of the internal NIC.  My actual download speed on other newer devices would easily reach 1100mbps on the 5ghz band.  Physical limitations of the hardware in your devices might be part of the problem, is all I'm saying.

Good luck to you.

If you get your own gear, though, you'll be able to control all that stuff yourself.

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