Visitor
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1 Message
Internet speed
Speed has been less than 50% of high speed plan for several days. I spent a lot of time with the "Xfinity Assistant" running tests. They say speed through their network to our modem is fine, but the SpeedTest while standing right next to the modem sometimes drops to only 10% of plan. That causes interruptions in TV access, Including Xfinity Stream. I can access WiFi just fine, but it's slow and fluctuates frequently. Never any where near plan. There is no way in the chat bot to get beyond the initial tests. Restarting the modem didn't help at all. What do I have to do to get somebody to check this out?
XfinityDena
Official Employee
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3.2K Messages
3 months ago
Thank you for reaching out @user_fc9706 I am sorry to hear of the speed issue.
We offer convenient self-service options to check service interruptions through My Account, the Xfinity App, or the Xfinity Status Center at http://www.xfinity.com/support/status. Have you checked there yet? If no interruption, I want to make sure we are respecting your time and not repeat the steps you have taken previously. Are you testing on WiFi or hardwired with an ethernet cable? What troubleshooting steps have you taken outside the app running tests?
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