6

Sunday, May 12th, 2024 5:16 AM

Closed

Internet basically unusable after my neighborhood upgraded to 10g

So recently I got the notification that my neighborhood was upgraded to the 10g network. Since then my service has been getting worse and worse. I have noticed over the weeks more and more that websites, streams, and videos are taking longer to load as well as getting connecting errors and getting disconnected from games are happening at a greater pace. As a few days ago none of my devices can get signal from the wireless and my computer can barely load anything much less play an online game.

I ran several tests with the xfinity app and I am currently getting at most 14-21% of the 1gig I should be and my latency has sky rocketed. I also am not getting my phone (voip) service at all as it says no line on the phone its self and wont even getting a dial tone. I even bought a brand new basic phone to swap the old one out with, but it still says no line. 

I did go to the xfinity store today and swapped out my modem as it was several years old and figured to give that a shot incase it had gone bad. After getting home and setting it up nothing has improved. I did get a tech scheduled to come take a look, but it will be days before they can come out and was hoping to see if anyone could help me in the meantime. 

Problem Solver

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506 Messages

1 year ago

What router to you have? I may have experienced the same issue but my router had been blown in a neighborhood power surged. It was changed to the XB8 which made everything worse. Now I have an XB7 installed and most of the time our services are good. Contact someone from Tech support to see what can be done.

3 Messages

I was on the XB7 when I was originally having all the issues and when I went to the store they ended up swapping it out for a XB8-T. 

Official Employee

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2.2K Messages

@6Side, Hi! Thanks for taking the time to visit XFINITY over our forums page for help with the internet service concern. I understand how inconvenient it is whenever experiencing unstable internet service as a consumer myself. I am sorry to learn about this experience and happy that you have a technician scheduled. We can help in the meantime. Would you mind confirming what modem are you using like Lkpolo mentioned? If you were to run an internet health test via the Xfinity app, what results does it pull for you?

 

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3 Messages

1 year ago

Well I woke up to a message this afternoon saying xfinity had taken a look into the issue and had fixed something on there end, and I should be back up and running. After testing I can confirm I am back to my normal speed and latency. Very happy that I didnt have to wait days for a tech to come out, and the issue was resolved quickly. 

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