Visitor
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2 Messages
internet speed
I have called many times for help with my internet speeds. I have had 3 site visits by techs and one maintenance visit with no improvement, actually the speeds have gotten worse. I called yesterday and was promised a call back from a supervisor but no one ever called. I have replaced my Netgear modem with a new Motorola modem with no change. I have a gig speed plan but am only getting between 65 and 281mbps. I feel trapped between Comcast who says everything is working properly so it must be my hardware and Netgear and Motorola who say their equipment is working properly. Although I was told that everything was good following site visits, the maintenance call resulted in a report that the problem was corrected but there was no improvement in service. One tech directly wired the outside stem to my modem and the signal was nowhere near gig speed which resulted in the maintenance call. HELP PLEASE
CCChe
Official Employee
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6.9K Messages
2 years ago
Hello @user_a50008, and thank you for posting and sharing your experience. As someone who relies on the internet for work, streaming, and gaming, I understand the importance of getting this resolved. I'd like to take a deeper look into your account, signal levels, and node to see if I can isolate a cause for your speed issues.
To get started, please send us a private Direct Message by:
• Clicking on "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message
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user_a50008
Visitor
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2 Messages
2 years ago
I spent about 5 hours on the "chat" today hoping for help with this situation. Basically they restarted my modem and offered to send tech out. I responded that there had been 4 techs out already and a maintenance call with no improvement so I do not think that having another person come out, without knowing what has already been done, would be helpful. Comcast/Xfinity is just failing to deliver the product they are promising or to provide the support needed to correct the issue.
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TakeMeBowling
Visitor
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5 Messages
2 years ago
Same thing exactly and when I moved I told the employee as we were discussing plans that I had only wireless pc and tv she said it would work fine. NOT TRUE
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