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user_675df2
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21 Messages

Monday, August 18th, 2025

Internet speed

I have noticed lately that when streaming there seems to gel excessive buffering. I tested the speed of the internet using the Xfinity app and it shows that I am only getting 51% of the speed. I have restarted the gateway and there is no change 

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3 days ago

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EG

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112.8K Messages

5 days ago

First. Is this with a WiFi connection ? If so, as a test, does a computer / device that is hardwired directly to the router / gateway device with an Ethernet cable have the same problem ?


With this test, we are trying to isolate this down to being either a WiFi-only problem or a problem with the general connection to the Comcast system, which would of course affect both. It's a good first step in troubleshooting before proceeding any further. 

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user_675df2

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21 Messages

4 days ago

We had an Xfinity technician come out this morning. He replaced the gateway/modem and the line outside.  Even though those items were done we are still not getting the internet speed that we subscribe to.  I ran a speed test after the service, and I am still only getting 1087 mbps to gateway even though I am on a 2100 mbps plan.  I would like Xfinity to provide the service that I subscribed to or lower my monthly cost commensurate with the speed I am getting 

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XfinityGabriel

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2.5K Messages

 

user_675df2, Hi there! Thanks for reaching out. As a customer myself, I understand the importance of having your internet service working correctly at the right speed. You've reached the right place. Over social media, we are a dedicated team of experts specializing in resolving speed concerns like this. Let's get this fixed. Did the technician run any speed tests with you before they left, and did they provide you with their contact information? Have you checked if this is happening on more than one device?

 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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3 days ago

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user_675df2

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I’m not sure if he did or not, but I did the ‘test internet connection’ on the Xfinity app before he left and it showed no improvement. He indicated he did everything he could (replaced gateway and the outside line).  He did not provide any contact info. Not sure what you mean by on more than one device. I’m running the test internet connection on the Xfinity app.  I just ran a test and it shows I am only getting 51% of my plan.  BTW, I talked with customer support yesterday and they implied I had to wait at least two to three days to achieve the correct speed. That doesn’t sound right to me 

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3 days ago

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XfinityGabriel

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user_675df2, Thanks for letting us know. We will certainly get to the bottom of this, so you do not have to wait. Was the speed working correctly for a brief time after the technician left? To clarify, do you have another device to do a speed test to compare the speed results on more than one device?

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

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3 days ago

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user_675df2

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No, the best we have achieved since the technician was here is 51% based on the Xfinity app.  I am only using the Xfinity app to check the speed. So, it doesn’t seem to matter what device is used when checking the speed if I am using the Xfinity app. To put it in perspective the speed when we initially went on this plan was averaging around 87% or higher 

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3 days ago

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XfinityAngie

Official Employee

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1.9K Messages

 

user_675df2, Let's take a closer look at things to see what is going on. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are the detailed steps to direct message us:

• Click "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

 

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

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3 days ago

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EG

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112.8K Messages

4 days ago

Good luck with it !

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