U

Visitor

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2 Messages

Monday, May 23rd, 2022 11:34 PM

Closed

I'm consistantly getting 1/3 the speed I pay for, why?

I initially signed up for 300Mbps when I ran speed tests from multiple sources it showed I was getting 100Mbps. So I upgraded to 600Mbps when that happened it went up to 130Mbps, a pretty small jump. I spoke to a representative and they told me it had to do with my modem. So the next day I bought the top-of-the-line modem and router (separate units). I retested and it was around 150Mbps. So I called again and the representative said she would put a note in the system but as I was on the phone with her I noticed Xfinity was running another offer of 900Mbps for the same price. The representative upgraded my connection without the early cancellation fee. So now I have 900Mbps and am clocking in at 200Mbps. I'm starting to feel like the advertised speeds are just a lie. How can I be getting around 20% of the speed I am paying for? To add to that my friend has Xfinity and pays for 200Mbps a month and he gets 220Mbps, [Edited: "Language"] how unbelievable. So what gives?

Retired Employee

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1.4K Messages

3 years ago

Thank you for taking the time to reach out and being part of the Xfinity family. That's definitely not the experience we want you to have. I'd also be frustrated if I was only getting a 3rd of the speed I paid for. Especially now when so much needs to be done from home with a fast and stable internet connection. What modem did you get? 

Visitor

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2 Messages

@XfinityAntoine​ Motorola MB8661

New Problem Solver

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318 Messages

Hello @user_e3f4ee, thank you for taking the time to get back to us with that information that helps out a ton with narrowing things down a bit more. That modem should definitely support all the speeds you have switched your services to and then some.

 

At this point, we will want to troubleshoot your services and possibly send out a technician to your home if needed to get this resolved. Can you send us a direct message with your first and last name and address to get started?

 

To send a direct message: 

 

  1. Sign into the community. 
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  3. Click the New Message icon. 
  4. Enter Xfinity Support in the Send to field. 
  5. Type the reply in the Message box. 
  6. Click Enter to send your message. 
  7. You can see your back and forth messages with any user by clicking the messages. 

I no longer work for Comcast.

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