4 Messages
Internet speed not as promised.
I have been using Xfinity for about well over a year, and the biggest issue that I've had with using them is that I am not getting the download speeds that I am paying for. I am currently on their 1100mb/s download speed plan, however, when I go to download a game I am extremely under that coming in at downloading at 20-60 mb/s. Customer service has been extremely frustrating to try to get ahold of and has been entirely unhelpful. I am direct connected to my modem and when I do an internet speed test it says I am getting 1100 mb/s but it is not reflecting in my actual download. Considering switching to a new internet provider if this continues.
BruceW
Gold Problem Solver
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26.3K Messages
16 days ago
Any chance you are comparing bits with bytes? Speed test sites report connection speed in bits ("b") per second, while during a file download browsers typically report bytes ("B") per second, with 8 bits per byte.
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user_f2frjz
4 Messages
16 days ago
Just in case there was no notification for my previous response please see the above.
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BruceW
Gold Problem Solver
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26.3K Messages
16 days ago
In a perfect world, yes. In the real world, not so much. The traffic is limited by the speed of the server you are downloading from and the networks it is traveling over. These are highly variable and beyond the control of Comcast/Xfinity.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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user_f2frjz
4 Messages
16 days ago
So is the only way for me to get a better download speed to upgrade my plan? Or would there be an alternative to being able to boost download speeds without needing to upgrade?
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XfinityAirelle
Official Employee
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2.5K Messages
14 days ago
@user_f2frjz
Hey, thank you so much for reaching out and being so clear about what’s been going on — we totally get how frustrating this must be. You're paying for 1100 Mbps, running a wired connection, and speed tests are saying things look great… but then when it comes to real-world use, like downloading a game, you're only seeing 20–60 Mbps? That disconnect between what’s advertised and what you're actually experiencing is understandably frustrating — especially when you’ve tried getting help and haven’t felt supported.
First off, we’re really sorry to hear it’s gotten to the point where you're thinking about switching — we definitely don’t want to lose you, and we want to help make this right. We want to look into some account specifics.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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