Visitor
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5 Messages
internet speed
I have the 2100 mbps download speed plan (the fastest plan offered). I receive emails from xfinity regularly stating that they measured my speed at, or above, plan speed. I just received one today that said they tested our connection at 2390 mbps. Our internet connection is PAINFULLY SLOW, all the time. I work from home and zoom/google meet freeze up and tell me my connection is unstable frequently. We switch to cellular on our phones because the wifi is always slow (we have a beefy mesh system throughout our house). I test our speed about once per week and did again today right after I received this email - middle of the day on a Wednesday. I used 4 different well-known sites, and they showed: 391, 441, 510, and 399 mbps download. That's an average of 435 mbps... almost 2,000 mbps LESS that xfinity says they show. On my weekly tests (I take dated screenshots), my speeds range from 2 mbps (seriously) up to just under 600 mbps. Our equipment is pretty new and the most expense they offer. I'm the only one online. I have had techs come out and replace cables and connections, check the main box outside, etc. They have sent new signals, etc. We've lived here 2 years and it's been awful (FiOS isn't here yet, so I have no other options except satellite). I get texts from the xfinity assistant frequently stating they are aware our service is experiencing problems or outages. Multiple times per week, sometimes. I have spent hours on the phone with customer service but the best they have done is $30 to $60 credit off our bill.
Has anyone ever been successful getting xfinity to take a solution seriously? [Edited: "Solicitation"]
XfinityDena
Official Employee
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4.6K Messages
21 hours ago
@user_8l4w3i
I do want to thank you so much for taking the time out of your day to reach out through our Forums Channel. Please send me a Direct Message with your name and service address so that I can fully dive into this for you! I will leave you instructions on how to initiate the message with us! I look forward to working with you soon!
- Click "Sign In" if necessary
- Click the "Direct Message" icon (upper right corner of this page)
- Click the "Start new conversation" (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
- See how to send us a message with the link: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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EG
Expert
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120.3K Messages
21 hours ago
@user_8l4w3i @XfinityDena
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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user_8l4w3i
Visitor
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5 Messages
20 hours ago
I should note that Xfinity edited my text. It's their site and they have the right to do so - but it kind of kills the transparency of a public forum.
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zandor60657
Contributor
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236 Messages
14 hours ago
WiFi is a massive source of performance problems. Have you tested a wired connection? I have the 2100 service and get more than that on cabled machines but my WiFi stuff tops out at ~600 because I cheaped out. That's fine, I don't really even use WiFi for streaming. My TV is wired. Just occasional laptop use, phones and a few gizmos use the WiFi. But it's all my own gear and I know why my WiFi is much slower than wired. I didn't spend the $. Simple as that. Wired, or rather cabled since some of it is fiber, goes full tilt.
At any rate the point here is take a decent computer and test on a wired connection using a 2.5Gb or faster adapter before you pick a fight. You need to know what you're fighting about. You don't want to go rushing in raging about how your line is slow if the problem is actually your WiFi. Or maybe the WiFi is good and the line is the problem. Also try several different speed tests since Comcast has apparently quit bothering. I'm on Comcast service in Chicago and got a good result out of Brightspeed tonight, 2163/359. Comcast speed test used to be the gold standard for Comcast customers around here, but tonight it won't even run. The "start test" button just stays greyed out. Not much of a loss, I haven't seen it work right in at least a year.
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XfinityDuron
Official Employee
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992 Messages
13 hours ago
I will be more than happy to help with your request. To begin, would you mind sending me your name and the address to your account in a Direct message?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start New Conversation" (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.
For an example of how to send us a Direct Message, check out this link.
https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514
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