Visitor

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20 Messages

Wednesday, July 30th, 2025

Internet speed sharp decline since yesterday--almost down to zero for down & up

I normally and consistently get 650+Mbps download and 40mbps upload (my current modem caps the upload speed to that). Starting yesterday there was a drastic decline. Now I am averaging 150ish download, and 1-5 upload. I cannot get a human on the phone for the life of me. I spoke to 2 chat agents, they restarted my modem over and over and kept telling me everything is fine now even though I kept telling them the speeds are still way off. I am stuck in an infinite loop trying to get help from a human on the phone. Restarting is not fixing anything. I am not getting anywhere in the ballpark of what I am paying for. 

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Visitor

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20 Messages

3 days ago

Now my download is about 5Mbps instead of my normal 650+. This is a joke. Edit* now I am down to about 1 Mbps Down /  1 Mbps Up. 

(edited)

Official Employee

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2.6K Messages

3 days ago

Thank you for your feedback and for joining the Xfinity Forums community, tennisace01. We want to make sure you're getting the best possible experience with your Xfinity internet, and we're here to help if things aren't quite right. To get started, we’ll ask a few quick questions so we can better understand what’s going on and work together toward a solution. Could you let me know what device you're using to test your internet speed? And are you connected through Wi-Fi or using an ethernet cable?

 

Visitor

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20 Messages

Speedtest.net, the google speed test built into the router, the Xfinity speed test. Some devices are connected to wifi and my computer to ethernet. The speed tests are all equally bad across devices and across different ways of testing speed. As of now they are sounding out a tech to me tomorrow night but over the phone/xfinity assistant, they were unable to help or figure out what is wrong. Prior to this, I was getting the speeds I was paying for pretty consistently. Now it's horrendously slow and not what I am paying for. 

Official Employee

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2.6K Messages

 

Thank you for the update and for letting us know, tennisace01. I'm happy to learn you've secured a servisist visist for tommorow so our expert Xfinity techcnain can take a closer look. We'll also tap in for an update after the visist to gather feedback, and to be sure that it went well.

 

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Visitor

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20 Messages

@XfinityThomasA​ Being that I lost over half my day wasting time with "AI", Xfinity assistant, and an infinite loop on the phone with dead-end prompts and agents who couldn't help, I can't say my hopes are high for tomorrow. The customer service has been horrible so far. 

Official Employee

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2.6K Messages

This is not the feeling we want and we'd appreciate the opportunity to turn this feeling around, tennisace01.

 

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Visitor

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1 Message

2 days ago

Jumping in because I’ve had a nearly identical experience this week — and the same frustrating loop of AI scripts, dead-end agent prompts, and “let’s schedule a tech” instead of actual support. There is absolutely nothing wrong with my unit or anything that would require an in house visit for a renter with an HOA that has strict rules for anything to do with outside vendor appointments.

My wifi was great and then jumped off - I am used to poor and consistent quality with Xfinity over the years but you are quite literally our only option in this area without being a homeowner and not wanting to go to mobile, which is what I also expect is happening with your huge push to mobile and asking us to share our networks and then including the mobile hotspot wifi option when our wifi may be slow - you need to figure out the line congestion and server overlap and clear up any line damage the may be outside not in unit - but, if you know the issue and can read the codeword errors like I can on the channels for all the IP addressed in my area - then it is not a unit specific issue and to make me risk time, money and energy into this - is a bamboozle I am not into.

I’ve replaced my Xfinity gateway in-store, upgraded all Ethernet cables, added a high-end secondary router, and ran diagnostics across every platform (Ookla, Google, Cloudflare, WiFi Analyzer, etc.). Here’s the verdict:

This is NOT a user error. NOT a local equipment issue. NOT a misconfiguration.

I’ve tested on both Ethernet and Wi-Fi, isolated to single devices, and confirmed consistent degradation across platforms. Here are real results from the past few days:

Date Time Upload (Mbps) Download (Mbps) ISP/Server
07/30/2025 7:57 PM 15.64 350.76 Xfinity / Comcast
07/25/2025 10:53 PM 32.16 340.15 Xfinity / Comcast
07/25/2025 8:24 PM 16.65 107.36 Xfinity / Comcast
07/25/2025 8:22 PM 16.78 115.01 Ziply Fiber
07/24/2025 8:43 PM 127.67 106.39 Nitel
07/23/2025 9:27 PM 489.29 149.38 Xfinity / Comcast

I also ran WiFi Analyzer and confirmed that:

  • My Xfinity signal is colliding with 15+ overlapping routers at -40 to -70 dBm.

  • Xfinity Mobile and xfinitywifi SSIDs are spamming CH 44, 48, 149, and 157.

  • 2.4 GHz is unusable due to crowded legacy channel overlap.

  • Even DFS and upper 5 GHz bands are seeing congestion or noise.

I’ve documented everything — signal graphs, modem logs, and system performance — and a rep at the Xfinity store said, “I’ve never seen a customer come in with this much data.”

I don’t need another technician visit. I need a backend escalation. This points to node-level congestion or provisioning issues, not anything inside my home. Your AI assistant keeps looping me. Support keeps resetting the modem. This has now burned three full days of my time and productivity.

If this isn’t escalated to engineering, I’ll be filing complaints, including the state utilities commission. I’m paying for Gigabit service and getting throttled speeds that wouldn’t even cut it on a basic plan. Enough is enough.

Visitor

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20 Messages

@user_pumbxc​  I'm in an apartment and nothing has changed on my end. This is the same modem I've been using for 1.5 years during which, for the most part, I consistently got the speed I was paying for. I'm quite sure the problem is something in Comcast's end but AI and humans (if one is lucky enough to get one, if they spend their entire day trying) stick to the script, and if their predetermined "troubleshooting" steps don't solve your problem, they simply have no idea what to do. And the AI steps don't even work. When you call on the phone, the bot makes you do a restart and it tells you it'll send you a text within 10 mins to ask if you if that solved the problem. I did that multiple times and never got such a text, so every time I called back, it wouldn't recognize I already did the restart and only kept offering me that same step. I'm not okay paying for service/speeds I am not receiving. The pattern seems to be (this is my 3rd modem in this APT), one initially gets what they are supposed to (maybe), then some random thing happens on Comcast's end that bricks the modem, then they can't figure it out and likely tell you it's the modem. Now I'm stuck waiting for a tech this afternoon. 

Official Employee

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2.4K Messages

 

user_pumbxc  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 chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message. 

 

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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Visitor

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20 Messages

@XfinityAmandaB​ I think you meant to send this to me, not the other user. I started this thread.

Visitor

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1 Message

2 days ago

The Xfinity internet is horrible!  With all of the money i pay i expect it to work when i need it!  Since buying the new Apple 16 phone, I’ve had nothing but problems!  My calls drop, my a tenet freezes, my email won’t open, I’m tired of this [Edited: "Language"]!

(edited)

Official Employee

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552 Messages

2 days ago

@tennisace01 How did the appointment go today? Are you still running into speed issues?

Visitor

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20 Messages

@XfinityMatthew​  The guy came earlier, and said that he'd have to have a different crew come out. There a couple guys from a different crew here now outside I guess trying to figure out the problem maybe. But I'm still getting awful speeds so nothing has been resolved yet. 

Official Employee

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552 Messages

Sound like he referred the issue to the maintenance team. It may be a good idea to coordinate with the guys there now to find out what the next steps they need to take will be. 

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.
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Visitor

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20 Messages

@XfinityMatthew​ This remains unresolved. The technician that came out for my appointment yesterday said he would monitor the case and call me after the maintenance team did their part to check if my speeds were back to normal or not. I have not heard from him. He had them come out because he said the signal coming into my apartment and into my building's cable room was bad, so there was nothing he could do. The maintenance team was here yesterday and today again. They worked outside only. They were trying to find the source of noise/interference...I only know that because I found them and asked. Then they left hours ago. 

Yet my upload speed for example is still consistently averaging any where from less than 1Mbps to about 3 Mbps at best--when prior to a couple days ago, I consistently got 40 Mbps for many months straight. I have no knowledge of next steps (if any) or if the maintenance team will be returning for any further work. All I know is each day that goes by that I'm paying for speeds I am not getting is ridiculous. And I don't have hours to spend daily on the phone dealing with useless AI or attempting to get to a human who is only going to tell me to restart my modem. 

(edited)

Official Employee

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552 Messages

@tennisace01 Sounds like it is moving in the right direction for how these maintenance requests typically go. But if you could send us a direct message with your full name and the service address we can check and see what is showing in terms of any next steps and reach out to the local group if necessary. 

To send a "Direct Message" to Xfinity Support: 
Click "Sign In" if necessary 
Click the "Direct Messaging" icon or  https://forums.xfinity.com/direct-messaging 
Click the "New message" (pencil and paper) icon 
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there 
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list 
- An "Xfinity Support" graphic replaces the "To:" line 
Type your message in the text area near the bottom of the window 
Press Enter to send it. 

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

Visitor

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20 Messages

@XfinityMatthew​ I'm not sure the customer being left completely in the dark with the status of the situation is something I would consider "the right direction." I sent the direct message.

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