1 Message
Degraded download speed almost every night
Why isn't there a way to send an email to Xfinity tech support? I hate Xfinity virtual assistant as well as online agents. To provide some context, Comcast did equipment upgrades in my neighborhood about two months ago or so and since then almost every night I noticed degraded download speed (I am paying for 800mbps and download speed range from 65mbps to 400mbps). I reached out to online agent and this individual assured my third party modem is being updated and the "changes" will improve. In fact, that agent said I would get a free upgrade to higher download speed tier but few minutes later asked me for my approval for an increased monthly fee which of course I declined. I do have that transcript saved. I did not appreciate the fact I was told I would get a free "upgrade" but then the agent asked me for approval on the price bump. I did not come online to ask for a upgrade, I wanted the download speed issue to be addressed.
Last night, I noticed frequent buffering with a streaming service which prompted me to check download speed via Xfinity speed test and I was getting 16.3mbps (see attached screenshot).
I will outline the following based on stupid questions online agents often ask:
1. I always do speed test on a wired device not Wi-Fi device. There are too many variables that affect Wi-Fi performance so I never do that. Furthermore, I make sure none of the connected devices are streaming or downloading large files since that will affect speed test results.
2. My internal network is 10g.
3. Download speed is usually good / normal during the day (I've done speed test at interval) which indicates there are NO issues whatsoever with my internal network and the router.
With the recent equipment upgrades in the neighborhood, did the IQ drop among the Comcast techs? I've always hated Comcast due to its business practices and I am now consider going back to DSL service that ensures my download speed is constant regardless of what time of the day. I cannot justify the price I am paying when I am not getting decent download speed at all times. Yes, I am well aware bandwidth is shared in the neighborhood but Comcast should ensure there is enough capacity even at night!
XfinityJamesC
Official Employee
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1.8K Messages
6 days ago
Greetings, @user_4a1oy2! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you've been having issues with your service every since these neighborhood upgrades were implemented, but you have definitely come to the right place for assistance.
Thank you for taking time to describe your setup and previous troubleshooting steps. That is extremely helpful. 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.
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EG
Expert
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107.5K Messages
6 days ago
@user_4a1oy2 @XfinityJamesC
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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user_wa894j
2 Messages
5 days ago
I'm paying for the same plan (800mbps) as you, even though I use to get only about 260-340mbps (measured by Fast.com) and probably have older equipment than you. That said, after receiving several "we're doing work in your area" texts starting in mid-October, I've noticed a massive degradation in speed that's been particularly low the past two weeks especially. I'm only getting an average 30-50mbps now (again, measured by Fast.com) and have noticed several days over the past month where service just drops completely. It's annoying when you can't even stream a show without it constantly pausing.
I live in a city and I don't know what they've been doing, but these "network enhancements" haven't been good. I tried calling for support, but the only option was to schedule a technician to physically come out to my residence. I really don't feel like going through with that appointment only for them to tell me "get a new modem/router", then charge me $100 for it. Yes I could upgrade, but my modem is still listed as valid by Xfinity and I'm willing to accept the less than perfect speeds (200-300mbps) when compared to my plan, just not 50mbps...
Here's Xfinity's Speed Test results:
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