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Wednesday, March 20th, 2024 3:56 PM

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Frequent download speed drops to less than 1Mbps

Thanks in advance for reading. I have been having an intermittent issue for about 4 months, I first started experiencing it after I received an email from Comcast that the network was upgraded and I'll be receiving faster upload speeds. My current plan is 1200 down / 200 up.

Problem:

Since then I have been getting frequent drops in my download speed, while upload speed remains stable. It generally sits between 500 - 900 depending on the speed test. During these drops, it'll get stuck below 1Mbps, even as low as 0.15, stuff like that. It does not resolve until I reset the router. I'm using the latest Xfinity Gateway. Sometimes it'll work for a few hours, sometimes 2 minutes, before the same issue happens. It seems to get far worse at night.

Interventions:

So far I have had two technicians out and countless chats with support. The first technician replaced the gateway and it was better for a few weeks before the same issue returned. It also seems to get worse over time, with drops starting intermittently and then building in frequency over days and weeks. Importantly, the first technician said there was a maintenance due in my area that would also help with whatever issues I was facing (it didn't).

The second technician said he couldn't fix the issue, but noticed something off with some of the "channels" coming to my house. He said this was not an issue he could resolve and that he put in an order for more maintenance. Everything was very vague, no real commitment to saying he'd found the issue or not, he said everything inside my house was "fine".

I'm just looking for some possible explanations for what could be causing this very specific issue, as I've somewhat lost faith in relying on technicians and support to figure this out for me. Again, download speeds are constantly dropping and getting stuck below 1Mbps until router restart, whereas upload speeds seem totally fine. 

4 Messages

8 months ago

My neighbor and I have had the same exact issue since 3/15. We have each had a tech come out to our house, and replace the modem. On 3/17, my tech came out and said that nothing was wrong with our equipment or our wiring but that the signal coming from the line on the pole was behaving oddly. My neighbor's tech came out on 3/18 and climbed up the pole, messed around with the pole a little and their line, and then our internet was working fine until 11 am on 3/19. Now it has been stuck below 3 Mbps or at 0 Mbps download since yesterday and the upload speeds have been around 50 - 100 Mbps. We have been without usable internet since 3/15 and we both work from home. My tech put in a ticket for "maintenance" on the line at the pole and that it would take a look at it. I am located in East Cobb, Marietta, GA if that makes any difference. Support keeps saying they need to send another tech out to inspect my equipment and wiring in my house. We have already established that this issue is not in my house or on my property. I have had issues like this a few years ago and I know that they will keep sending techs to look in my house 2-4 more times before finally getting the lineman crew to come out. We don't have time for this as we both work from home and we just want our internet to work. 

4 Messages

@user_17n8vb​ I'll see if I can get the logs from my modem/gateway when I get home, since I have to find somewhere with internet to do my job now. 

3 Messages

Yeah I also work from home and have to transfer media up and down all day so it's a huge issue. My only suggestion in your case would be going into the store in-person, that's my next step if this doesn't get resolved soon.

Official Employee

 • 

1.4K Messages

@user_31ijce

 

Could you please send us adirect y message including your name, account holder name (if different), and the service address so we can get started. Myself or one of my awesome colleagues will respond as soon as possible.

 

 

 

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I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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1 Message

2 months ago

OP - I'd be curious to hear if you ever got this resolved? I am having the exact same issue, down to the strange drop at night. I've had a couple technicians out and Xfinity is sending another one tomorrow, but I'm not optimistic. I'm so exasperated and confused as this seems to have happened over night. Were you able to get this resolved? 

I'm in talks with another wireless provider. If Xfinity doesn't fix this for good tomorrow, I'm dropping and changing providers. Like a lot of folks, I work from home and this is paralyzing. 

Thanks for any input/updates you have that might be helpful!

Official Employee

 • 

300 Messages

@user_sr5bdj You mentioned a few visits, have they all been pretty recently and have there been any upgrades happening in your area lately? How has it been since your technician visit? Was the tech able to provide any insight?

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
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