Visitor
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1 Message
Internet speeds slow after March 7th "upgrade"
I was notified there was going to be an internet outage in our area for an "upgrade" on March 7th.
Prior to then, I was consistently getting 200-300Mbs on my Netgear CM700 and 250Mbps plan.
After the "upgrade" my speeds slowed to 160-170Mbs and never higher.
Xfinity sent me an email saying I can now get 1Gps service if I upgraded my modem.
I upgraded my plan to 1Gbs, bought and installed a Motorola MB6611 2.5Gbs modem.
I am still getting the exact same (160-170Mbs) speeds...
After many calls, they finally sent a tech out. He tested the line and said it was fine and can't do anything else since it was my modem.
I switched back to the original modem - still the same thing.
Something clearly changed after the supposed "upgrade", but since I own the modem, they refuse to do anything else to find the issue.
I am only getting about 1/6th of the speed I am paying for.
What else can I do to solve this issue? I have been dealing with bots for 4 days straight and it's very difficult to reach a real person.
CCStephanieT
Contributor
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342 Messages
2 years ago
Hello @user_e410d2 thank you for reaching out to us through our forum. I'm sorry to hear that you are having issues with the Internet speeds. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon or https://comca.st/3EqVMu7
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
See https://comca.st/3KQF8q9 for an example.
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