Extremely Poor Internet Speeds & Unacceptable Service – Urgent Resolution Needed

I am extremely frustrated with the ongoing internet service issues I’ve been experiencing with Xfinity. Despite paying for a 300 Mbps plan, my actual speeds are consistently far below acceptable levels, and the service quality has been unacceptable on a daily basis.

My internet is unreliable to the point that basic functions do not work properly. Video calls frequently freeze, audio calls (such as WhatsApp calls over Wi-Fi) either lag severely or fail completely, and it is often difficult to hear the other person. This is not an occasional issue it happens consistently every day and I WORK from home!!

To make matters worse, I live in a small one-bedroom apartment with only two people in the household. There is absolutely no reasonable explanation for such poor performance given the size of the space and the level of service I am paying for. The modem is placed in an open area with no physical obstructions, yet the connection becomes even worse when I move to another room which should not be happening in such a small apartment.

I am also renting the modem directly from Xfinity and paying extra for it. One of your agents advised me to replace my existing modem because it was over a year old. I followed that recommendation, but the new modem actually made the situation worse, not better.

Additionally, I had a very poor customer service experience with an agent During the chat, I was given inconsistent and contradictory information. At one point, I was told my connection was fine, and shortly after, I was told there was no connection. When I requested a technician visit, I was told someone would come the same day, but before any details were provided, I was abruptly transferred to another agent. From there, I was transferred multiple times between agents, each stating they were unable to assist. It felt like I was being passed around simply to avoid resolving the issue. No one took ownership, and no immediate help was provided.

On a follow-up call, another agent informed me that I was given the wrong modem model (X8) for my plan and that I should be using a different model (X7). This has only added to the confusion, as I am now being told to replace equipment again instead of receiving a proper diagnosis or resolution.

Meanwhile, my internet speeds consistently test at extremely low levels (around ~20 Mbps download and less than 1 Mbps upload), which is completely unacceptable for a 300 Mbps plan.

I am not receiving the service I am paying for, and the lack of effective support has made this situation even more frustrating. This issue is impacting my ability to work from home, and it needs to be addressed urgently.

I am requesting immediate investigation and resolution of this issue, including a proper technical assessment rather than repeated equipment changes. If this problem is not resolved promptly, I will have no choice but to cancel my service and switch to another provider.

I expect a timely response to this matter.

Thank you.