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tsn59
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Sunday, February 16th, 2025

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Internet/Xfinity App/Assistance

Been paying over $300 per month for Xfinity. Internet is super slow mostly. Had Technician over and he couldn’t resolve issue. Xfinity app is horrible. Says I’m connected to Gateway then says my device is sleeping. “Assistance” is ridiculous. Can’t even run a speed test at times. New router didn’t improve internet. Tech said we quality for two free boosters. Xfinity said we don’t until we receive an email from them. When we call Xfinity you practically have to yell AGENT multiple times to get someone live. Running out of patience. Not sure they really give a hoot. We’re just one customer. Recently ran a wi-fi troubleshoot on their app. “Couldn’t deliver” a few times because it takes some internet speed to run the app. Sometimes speed is pretty good. Other times really slow. Very inconsistent. Why?

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6 months ago

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XfinityRay

Official Employee

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3.1K Messages

6 months ago

Hello, tsn59! I am sorry to hear that your service is working slowly or not at all sometimes. We never want that and are glad to further help! With our xFi Complete package, we run a whole home WiFi evaluation. The whole home evaluation will monitor the device connectivity to the WiFi network for 14 days after the gateway is activated. You will receive an email with your personalized whole home WiFi evaluation results.

If the results do not pass, you are offered one free WiFi Boost Pod. There will be a link to redeem that in the email. If you are not recommended for a WiFi Boost Pod, you will receive an evaluation every six months for 24 months. You can also purchase the WiFi Boost Pods if you want to add them to your network. 

Are you noticing spots in your home where the WiFi slows down or are you noticing this across all devices, even in the same room as the modem? 

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tsn59

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5 Messages

The App is even inconsistent. My device says it’s connected to Gateway, I’m using it as I write this, and during a “troubleshoot” test, it says my device is “sleeping.” Earlier the App couldn’t find my device. Sometimes when I look at the wi-fi in settings, it will say “limited compatibility” when the wi-fi is slow. At times we can’t watch YouTube videos as it just spins. We had a Tech come out who said he had found a kink in a cable  (he fixed) however the wi-fi continues to be very inconsistent. We had family out and my brother in-law couldn’t connect to read his email because the wi-fi was so slow. We’re very good at updating IOS when we are supposed to as well. Yes, it is across all devices and in the same room as the modem.

6 months ago

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XfinityVictor

Official Employee

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1.6K Messages

 

tsn59 Is the equipment connected to a splitter?

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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6 months ago

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tsn59

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Not sure what you mean except there are two televisions in our home. There’s probably a splitter where the main cable from the street pole comes in to the house. Does that make sense?

6 months ago

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XfinityVictor

Official Employee

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1.6K Messages

 

tsn59  Gotcha, Can you please send us a DM. You can start by clicking the chat icon located in the top right corner of your forums' page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions. 

 

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

6 months ago

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EG

Expert

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112.8K Messages

6 months ago

@tsn59 @XfinityVictor 

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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