Visitor

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3 Messages

Tuesday, March 29th, 2022 11:15 PM

Closed

Internet Throttling

sorry I’m advance for not speaking perfect tech speak. This is what my tech team is happening to my account.


Recently, Ive noticed my upload speeds have dropped from 2000+ to about 30 kbps.

I have to stream for work using vmix and I just replaced my router and bought a brand new computer. After 8 hours of testing my company determine that Xfinity is throttling my service.

How do you stop throttling? I’m on the unlimited plan?

Problem Solver

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555 Messages

3 years ago

Xfinity does *NOT* throttle service. You have some other issue causing your problem.  FWIW, it is common for third party IT to blame comcast, and vice-versa.  It may be time to have comcast come and see if they can identify a problem. Please be aware that if the problem is in the feed to your home, comcast should not charge for the visit, but if it is a problem inside the home (splitters, hardware not compatible with service, device problems), you will be charged for the visit. 

Visitor

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3 Messages

@NoNoBadPuppy I'm not sure what it could be. I have entirely brand new equipment, a personal computer and then just upgraded my two month old modem and the issue isn't still fixed. The rep said that they do give refurbished modems, so I'm not sure if that's why my wifi hasn't been working since I changed to the "new" modem. I've been on the phone with Xfinity and they can't fix the issue and sent out a tech, but everything I've read leads me little hope that the tech will figure it out.

All of my numbers will show that they are fine, but when I'm in a webcasting platform they start high and then drop significantly, which is where they are identifying the throttling issue. Said in the way I understand it, my video pixelation is perfect at the start and then drops to make me blurry. Something is pushing my webcasting ability down. I'm not even sure what to try at this point, but they believe it to be a throttling issue. The Xfinity rep that I talked to yesterday said that yes they do throttle, and that they may not be able to fix the issue and that I should consider going to a provider that has fiber optic options. That was discouraging to hear a rep say basically, we probably won't be able to fix it and you'll have to try some place else.

(edited)

Problem Solver

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502 Messages

Hi @userjennzoey! Thank you for joining us on the Xfinity Forums for assistance with this connection issue. I'm sorry that happened! We definitely do not throttle services and always want to make sure you have the best connection! Our team would be happy to help with checking into this further for you! Can you please send a direct message with your first and last name and the address?

To send a "Peer to peer" ("Private") message:
Click "Sign In" if necessary
• Click the "Peer to peer chat" icon (top right corner)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

I no longer work for Comcast.

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