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

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. 

@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. 

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

@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. 

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

Hey there, @lefevers724! Thanks for leaving a comment with your shared concerns. We are an excellent resource to utilize, so do not hesitate to create your own post if you'd like to see what we can do to help with your internet service and/or Xfinity Mobile concerns!

@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. 

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. 

@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. 

@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. 

@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.