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user_7b3628
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5 Messages

Tuesday, May 23rd, 2023 5:45 PM

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Highly Variable Download Speed

My neighbor and I are experiencing extremely variable download speed.  I've tracked it with testmy.net and see what appear to be drops from 250 mbps to near 0.

I checked again this morning and it is the same.  Since both my neighbor and I have the same issue, are there any thoughts on how to get it fixed?  Not much luck with Xfinity so far.

Question

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Updated 

2 years ago

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user_5e530b

Visitor

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3 Messages

2 years ago

 I'm in Charlottesville, VA and have seen the same all day. Internet has been barely usable. It's definitely in the guts of the Xfinity network somewhere -- I see timeouts at variable hops when repeatedly running tracert/traceroute.

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CCElizabeth

Problem Solver

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908 Messages

Hello, @user_5e530b. Thank you for reaching out to our experts on our Xfinity Community Forum! Our team works around the clock here to solve customer issues, and we would love to help you.

 

I recommend starting with this great resource to troubleshoot any internet issues you are having at home: https://www.xfinity.com/support/articles/internet-connectivity-troubleshooting

You can also troubleshoot your connection quickly and easily right from your Xfinity app.

 

If you still need assistance after troubleshooting, and because this sounds like a separate issue from the one OP posted about, please begin your own thread and provide a description of the issue you are experiencing. Doing this will allow us to better assist you as well as help others in the community having a similar issue.

I no longer work for Comcast.

2 years ago

0

CCZachary1

Problem Solver

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672 Messages

2 years ago

@user_7b3628 Thank you for reaching out to the Xfinity Forum team. I would like to gather more information about your network. 

Could you please send our team a direct message with your full name and full address?

• 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

Let me know if you have any questions.

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user_7b3628

Visitor

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5 Messages

@XfinityZacharyA​   Did you get my DM?  I sent it over the weekend.

2 years ago

0

EG

Expert

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110K Messages

2 years ago

@user_7b3628 @XfinityZacharyA 

Please circle back here and post any possible solutions for the issue here in these open 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_7b3628

Visitor

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5 Messages

@EG​ My apologies - I have two Xfinity accounts with different email addresses.  (I'm in the process of trying to  have them use the same email address.)

The problem is not resolved.  I ran the following test yesterday (5 minute intervals).  I'm following up with @XfinityZacharyA too.

2 years ago

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user_5e530b

Visitor

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3 Messages

2 years ago

FYI I tried rebooting modem and all WiFi equipment etc. and nothing helped, but it was no longer an issue the following day, so the problem must have been resolved elsewhere.

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user_7b3628

Visitor

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5 Messages

2 years ago

I'm still having the same issue.  I ran 25 tests, 5 minutes apart.  What can be done to fix this problem?

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CCEthan

Official Employee

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1.4K Messages

@user_7b3628  Thanks for the details. We will most likely have to send out a technician. Let's continue in DM since those details need to be private. If you don't have the chat window open, please send another DM.

I no longer work for Comcast.

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

2 years ago

0

user_7b3628

Visitor

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5 Messages

I was using the Xfinity assistant yesterday and there was a some what vague note that there had been a technician in the area.  I was then instructed to initiate a modem reboot through Xfinity which I did.  The problem appears to have been resolved.  My neighbor did the same reboot and he says his speed consistency is much improved too.

Thank you.

2 years ago

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CCDaryl

Problem Solver

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828 Messages

Thank you again for those details Craig. I am going to set up a technician appointment. Before I do, I need to go over a few things with you. There may be a technician fee of $100 if the root of the issue causing this, is due to your modem, or any of wiring inside the house. If the issue is outside the home, then there would be no charge to you to send one out. On the day of the appointment, an adult over the age of 18 must be present. Access will need to be provided to all the outlets, since the technicians cannot move any furniture. Lastly, pet must be secured on the day of the appointment for their safety as well as the technicians. 

 

Is there a particular day of the week, and time frame (morning, afternoon, evening) that works best for you? May I get a good telephone number from you that the technician can reach you one? And is it okay for the technician to knock on the door, or ring the doorbell?

I no longer work for Comcast.

2 years ago

0

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