DC

Sunday, April 6th, 2025 7:04 PM

Highly latency and dropped internet connections.

M internet connection keeps dropping and high latency is persistent despite working with Xfinity over the last year. New cable installation (the installer told me it's too long of a run for the cable), new gateway, and still these issues persist. I own an MSP and have years of experience in IT and cybersecurity. I use dual internet connections for resilience, Verizon and Starlink, before cutting down costs to Xfinity. With Xfinity speeds I'm paying for my kids and I cannot game because of these issues. I have a UDM Pro and run speed tests every single morning. I have documented the continued dropped connections and high latency. My UDM Pro alerts when they happen. What do I need to do to be able to game with the Xfinity connection? As bad as it is, I'm paying for a higher internet speed that I never get. At this point, researching and finding many with this same complaint, I feel extremely upset and I'm willing to go farther than any other customer if I do not get help. I don't care how big Xfinity is, I will advocate in whatever manner I can, no matter the cost. Xfinity is gas lighting telling me that it may be my UDM Pro when I know it's not the case because it doesn't happen with other ISPs.

Official Employee

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3.1K Messages

10 days ago

@disgruntled-customer

I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. I can tell you have not had the best experience and I assure you I am here to do everything I can to turn this around. I want to be sure we can get everything figured out for you with your service. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!


- 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

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