AngryKalEl's profile

Frequent Visitor

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13 Messages

Monday, January 8th, 2024 5:12 AM

Closed

Intermittent slow Internet speed issues for months now, Gig service.

I pay for 1200 Mbps Internet.  Since signing up, I've had intermittent speed issues where on average it drops to 500ish Mbps, but today it hit 50.   

I'm not constantly running speed test either to try catch it, it's noticable.  Wired devices show Pixelation with YouTube, Call of Duty will get jittery with really bad lag.  I've run Internet speed test going to Comcast and see the same issues.  The Xfinity app shows the same speed as well.

I've opened multiple tickets with support.  They replaced the line to the poll and installed a new drop.  Everytime they come out, they find some small things and say it's fixed, and it runs a bit better, but the problems come back.  The tech will usually say that he ran a test and and everything looks good, but when he checks onsite, he sees some signal problems but says it wouldn't be enough to cause any issues.

I've replaced the modem, the internal cabling and they had me unplug a router that I was using that support said would cause issues, but still no change.  

What can I do at this point to get reliable service?

Official Employee

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1.7K Messages

10 months ago

Greetings, @AngryKalEl! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your service, but you have definitely come to the right place for assistance.

 

If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.

 

To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

1 Message

@XfinityJamesC​ mine has been doing the same. It’s not the equipment, it’s the company at this point. 80 bucks a month to have to do YOUR job every day is pathetic.

Expert

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106.9K Messages

10 months ago

@AngryKalEl @XfinityJamesC 

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.

Frequent Visitor

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13 Messages

10 months ago

I've had 6 visits so far for this same issue, 5 before reaching out to the forum.  Now, chat is saying I have to have 3 more tech visits before they can get more eyes on the problem.  

Why do I have to keep scheduling local techs for this over and over?  I have to leave work early for these appointments.  Does anyone know a way for me to just get this escalated so I don't have to hit visit number 9 first?

1 Message

9 months ago

I'm having the same problem, although my promised speed is not as high as yours. Mine is 400, but it drops down to 40-50 randomly. 

Please keep us posted.

Official Employee

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2.5K Messages

@user_g1eknn

We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. What troubleshooting steps have you taken? 

 

I also wanted to make sure you are aware that any time you need to troubleshoot our Xfinity app can assist you step by step. It is not just to pay your bill or to get notifications about interruptions. To learn how to troubleshoot in the future you can follow the link: https://www.xfinity.com/support/articles/using-xfinity-app. Honestly, it is the best app to date that we offer and super easy to use for all of your account needs!

I am an Official Xfinity Employee.
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Frequent Visitor

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13 Messages

9 months ago

Still nothing.  Sounds to me like whatever equipment serves my area can't handle evening and weekends demand.  Like it's over-capacity.  I think I've had 8 visits so far?  At least the last one confirmed there's an issue in the area, but still no fix.  Also had one tech park in front of house and leave without knocking on the door and then marked me as not home....  

Frequent Visitor

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13 Messages

9 months ago

An update for others in the same situation.  I decided to escalate the ticket here: https://support.xfinity.com/svp-contact-form

I explained the situation, how it's been happening since August, how I've had 8 tickets opened for it with no resolution etc.  

They actually reached out to me the next day with an email and I got a call that same day as well from corporate support. He created a ticket and I had a tech out a few days later.  The tech saw the problem and contacted the network team who told him it was a known issue and that they'd have to run a new fiber line to handle the overloaded area.  However, due to having to get permits approved etc, they said estimated fix date would be in April.  

I got a contact for the corporate gentleman and will reach back out in a few weeks to see what the progress is.  So, at least it's getting somewhere and I have someone who is finally acknowledging the issue as I think the previous techs would test during the day and probably thought I was crazy.  I'll update in a month to see if it has gotten fixed.  

But definitely use that link if you need additional help.  

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