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user_bf0dcd
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Visitor

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11 Messages

Tuesday, January 20th, 2026 7:40 AM

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500 mbps plan but only getting <20 mbps

Hi - I’m on 500 mbps plan. I only get <20 mbps download speed regardless if I’m using wifi or hardwired directly to the modem. Please help!

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8 hours ago

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XfinityRoberto

Official Employee

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2.1K Messages

5 days ago

Hi there and welcome to Comcast @user_bf0dcd. Thank you so much for reaching out to us regarding your concerns of your Internet speeds. You are in the right place and we are happy to assist you today. Are you using our Xfinity Gateway or are you using your own modem?

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user_bf0dcd

Visitor

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11 Messages

I’m using my own modem and router. Arris S33 and Deco X3600.

5 days ago

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XfinitySara

Official Employee

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2.3K Messages

Thanks for confirming, @user_bf0dcd. I highly recommend reviewing these Connection Troubleshooting Tips first. That's a great place to start, so please let us know if you notice anything that can be adjusted on your end. Otherwise, we may have to take a closer look, which we're happy to do!

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5 days ago

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user_bf0dcd

Visitor

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11 Messages

4 days ago

Hi - I have tried that and the speed didn’t improve. Please take a closer review and let me know how i can help

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XfinityBenny

Official Employee

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1.3K Messages

@user_bf0dcd Thank you for trying the steps. What device are you using the test the speeds of your network? 

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.
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4 days ago

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user_bf0dcd

Visitor

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11 Messages

I test the speed with my laptop and iphone. Laptop for hardwire and iphone for wifi.

4 days ago

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XfinityThomasA

Official Employee

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3.2K Messages

 

user_bf0dcd Thank you for tessting. Have you looked at the siganls on your equipment and compared them to the specfications within your owners manual? Xfinity Gateways work great and act as a modem and router all in one. 

 

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

4 days ago

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user_bf0dcd

Visitor

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11 Messages

The signal on both modem and router are solid green. Frankly, I have changed speed plans in the past and I have always needed to contact xfinity to correct the speed. It was something that xfinity needed to do on your end. I have been using the same equipment for 4 yrs.

4 days ago

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XfinityBenjaminM

Official Employee

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2.7K Messages

 

user_bf0dcd Let's take a closer look at the signal we're sending you and see if we can figure out what is going on. Please send a Direct Message with your full name and address. Here are instructions on how to send a DM in case you need them:

 Click "Sign In" if necessary
  • Click the "Direct Message" icon (upper right corner of this 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
  • Type your message in the text area near the bottom of the window
  • Press Enter to send your message

 

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

4 days ago

0

user_bf0dcd

Visitor

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11 Messages

8 hours ago

Thanks to xfinity csr, the issue was with my Deco router. the QoS setting limited my download speed on router (modem hardwire connection was giving me 360mbps, while deco router was only giving me 20mbps). I had to turn QoS setting off and now my router and modem are matching speed.

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XfinityQuemekia

Official Employee

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871 Messages

8 hours ago

Thanks again for taking the time to reach out @user_bf0dcd! I’m glad to hear your network is back in top shape! Since you've narrowed it down to the Deco app settings, you should be all set moving forward. Don't hesitate to author a new post in the future with any new questions or concerns. Have wonderful rest of your day!

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