Visitor
•
20 Messages
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.
tennisace01
Visitor
•
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)
0
0
XfinityThomasA
Official Employee
•
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?
4
0
user_pumbxc
Visitor
•
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:
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.
3
0
lefevers724
Visitor
•
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)
0
XfinityMatthew
Official Employee
•
552 Messages
2 days ago
@tennisace01 How did the appointment go today? Are you still running into speed issues?
5
0