Visitor
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1 Message
Gateway constantly underperforming
I’ve been experiencing persistent issues with my internet service over the past few weeks. Despite paying nearly $80/month, my gateway consistently delivers only 5% or 7% of the advertised plan speed (800 Mbps), as shown in the Xfinity app (screenshot attached).
I’ve had to reset the gateway 3 to 4 times per day, every single day, just to keep my connection somewhat usable. This is affecting my work, daily usage, and streaming capabilities. At this point, I feel like I’m managing your equipment more than I’m enjoying the service.
I’ve tried all the basic troubleshooting steps, including restarting, resetting, and checking for outages in the area; but nothing has improved. This level of service is simply not acceptable given the cost.
Please advise if:
- My equipment needs replacement.
- A technician can evaluate the connection quality.
- There’s a refund or compensation available for the severe underperformance.
XfinityEricB
Official Employee
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2.3K Messages
12 hours ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
As you are typing a drop-down list appears. Select "Xfinity Support" from that list
An "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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EG
Expert
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111.2K Messages
10 hours ago
@user_7usx36 @XfinityEricB
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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