Hey there, @wtally! Hmm, that is certainly not what we want for our customers. Can you share with us more details regarding how the device you are testing is connected?
This is my xfi XB8 modem as tested through the Xfinity app via “Troubleshoot” and then “Test your whole home network.” It’s connected to the primary cable line entering the house.
I apologize for overlooking that on those details, but we can certainly look into this further with you. During your time with the Xfinity Assistant, did you push through a restart of your modem?
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.
Yes. This ended up being resolved with a new provisioning request. However, I paid for multiple months not getting the correct speed. The agent offered no compensation for this.
We can look into adjusting your bill for the reduced speeds. Please, send a Direct Message to "Xfinity Support" so we can look at your account. Thank you!
To send a Direct message: Click "Sign In" if necessary • Click the "Direct Message" 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 that appears. The "Xfinity Support" graphic replaces the "To:" line
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.
XfinityAdrienne
Official Employee
•
573 Messages
5 months ago
Hey there, @wtally! Hmm, that is certainly not what we want for our customers. Can you share with us more details regarding how the device you are testing is connected?
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