Internet very slow, xfinity app speed tests often say “you are getting 0% of your plan speed.” Sometimes it’s 100%+… it fluctuates randomly

For the past week, using the internet and gaming online have been very difficult because of choppy gameplay, disconnects, websites not loading (I’m having to type this message from mobile data because I can’t load the website off Wi-Fi). I first noticed this while playing Xbox, that my NAT type is bouncing between open/moderate, and I was skipping in online play/having trouble even connecting sometimes. This has never been an issue in nearly a decade. For context, the issues persisted when using multiple ethernet cables, while over Wi-Fi instead of being wired, when moving the console to different location in house, and after all troubleshooting steps were exhausted for the console including a factory reset. So it must be an xfinity issue.

This is confusing to me because for nearly a decade there have been no issues regarding anything like the Open/Moderate NAT type and we have not made any changes to anything internet related, so this was out of the blue. When using websites, it often takes extremely long to load or not at all. For example if I want to watch a stream online, it will outright refuse to load. 

When I’ve tried running speed tests on the Xfinity app, a majority of the time it will say “you are getting 0% of your plan speed” and ask me to restart the gateway. This changes nothing, it continues to have the issue after multiple resets. Rarely it will give me “you ar getting 100+% of your speed” and sometimes a number in between, but it fluctuates randomly. Which aligns with gaming be inconsistent, websites sometimes loading sometimes not, etc. 

When I spoke to an xfinity assistant in chat, they said the gateway was showing that it was providing 100% of speeds after whatever work they did, but this did not fix anything. They then said they put the gateway in self-heal mode, which again did not fix anything, and the prompt about sending in a technician they promised would get sent over text never came. So I am hoping I can speak directly through DMs so these chat logs can be saved/seen instead of starting all over again trying to troubleshoot the issue.