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user_96a7b9
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Visitor

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3 Messages

Monday, August 15th, 2022 12:42 AM

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My Xfinity service keeps buffering

My Xfinity service keeps buffering. I have done all of the steps mentioned on this site (deleted app, etc) no change. This problem is new as I have had Xfinity service of about 4 years. My router and tv have been the same for the entire time. The only change is I recently qualified and applied for the ACP and switched to that service through Xfinity. Could this switch be the reason?

Question

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Updated 

2 years ago

 • Edited

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XfinityNicolas

Official Employee

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1.1K Messages

3 years ago

Hey @user_96a7b9, thank you for reaching out to Xfinity Support on our Forums. The ACP program is just a credit applied to your monthly bill and should not impact your service. Did you switch to a Internet Essentials plan at the same time? If so, it may be a lower tier of speed than what you had previously. If you can send us a direct message, I can certainly check to see what the changes were and what is going on with the buffering.

To send a direct message:

Click "Sign In" if necessary

• Click the "Direct messaging" icon near the top right of the page

• 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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Rustyben

Expert

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24.6K Messages

3 years ago

@user_96a7b9 are you speaking of your xfinity X1 TV cable subscription buffering? or are you speaking of a different streaming service like paramount+ using your wifi?

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user_96a7b9

Visitor

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3 Messages

3 years ago

I dont see any "Direct Messaging" button(s) on my screen so I am responding via this post.

I did not ask for any changes to my service so if the service is "slower" than what I had prior to utilizing the ACP is is a mistake on Xfinity's part. Regardless, how do I find out what the speed of my service is? Is this something you can do for me? 

This buffering is happening across all channels

 Yes I am using WiFi as I had (problem free) prior to this buffering issue 

 I own the router I am using for this service and it is the same one I have been using problem free before this buffering started. 

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CCShan

Official Employee

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443 Messages

To make sure I understand correctly, you don't have this icon?

 • Click "Sign In" if necessary

 • Click the "Direct Messaging" icon:

 

image

 

or https://comca.st/3CekONX

 • 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

See https://comca.st/3CekRt7 for an example.

 

I no longer work for Comcast.

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

Rustyben

Expert

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24.6K Messages

@user_96a7b9 use the my account app and select the internet tab. you will see your subscription speed there.
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick
I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

3 years ago

0

user_80d2d1

Contributor

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33 Messages

@user_96a7b9​ Do a speed test to find out what speed you are on. Google speedtest and you get sites that can test the speed.   The ACP program have 2 version.  The regular Internet Essential and the Internet Essential Plus.    one is 50Mbps and the Plus is 100 Mbps speed.    One cost 10 a month and the other 30 a month.   

Also check the hardware if it can handle the speed your on. 4 yrs old hardware might be running on older technology.

(edited)

3 years ago

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user_96a7b9

Visitor

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3 Messages

Reading between the lines seems Xfinity is responding to your issue with the same urgency they have responded to mine with. When Verizon and Frontier services become more available throughout CT hopefully Xfinity will start treating their customers with some degree of respect and stop treating their customers as [Edited: "Language"] with bank accounts. My life experiences drive me to believe that

wont happen but there is always hope.  

(edited)

3 years ago

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user_924a61

Visitor

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1 Message

3 years ago

I am also experiencing a similar issue that started a month ago at around the time of an xfinity service outage. My internet service buffers intermittently throughout the day. It is NOT a loss of connection issue like you normally see when the lights on the modem change or start blinking. In my case the connection is not dropped. The buffering lasts about 10-30 seconds and it is becoming very annoying, specially when doing zoom calls and working remotely where keeping a constant connection is necessary. Any thoughts on what could be the culprit?

1

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CCKorie

Problem Solver

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1.1K Messages

Good morning, @user_924a61. Have you tried any sort of troubleshooting on your end? Can you show us your modem logs here by chance? 

I no longer work for Comcast.

3 years ago

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Jgbelizabeth

Visitor

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1 Message

2 years ago

My steaming TV keeps buffering and is very jumpy 

1

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CCJennifer

Problem Solver

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743 Messages

Hello @Jgbelizabeth! Have you checked all the connections to ensure they're all tight, and tried restarting the equipment? 

I no longer work for Comcast.

2 years ago

0

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