U

Visitor

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4 Messages

Mon, Apr 12, 2021 6:48 PM

Moved and am not getting speed that I pay for

I moved into my home about a year ago and am no longer getting the speed I pay for.

Currently I am paying for 400 MBPS a month and I am getting 95 MBPS, 23.5 MBPS upload and 15 MS latency.

I am directly connected to the ethernet.

I have already spoke to customer service in which they had me do a series of things to try and figure out the problem, (the usual reset the router and modem, they reset there as well).

They told me someone would call me because the issue was not resolved, however I never received a call from them.

I am using TP Link TC7650

This post was escalated on April 12, 2021 by EG

Responses

Visitor

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4 Messages

1 m ago

The first link does not work and brings me to install the app. 

I have attempted all of the steps already on the 2nd link. How do I request a tech come take a look at the wiring?

Official Employee

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146 Messages

@user_e58e59 Hey there! We can look into possibly sending a tech out there to help with the internet issues. Please send us a direct message with your full name and service address by selecting the chat icon in the top right-hand corner and then search Xfinity Support. We'll be there to help. 

I am an Official Comcast Employee.
Official Employees are from multiple teams within Comcast: CARE, Product, Leadership. We ask that you post publicly so people with similar questions may benefit from the conversation.
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EG

Expert

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86.6K Messages

1 m ago

@user_e58e59 

Your issue has been escalated to the Comcast corporate employees that are available to these boards. You should get a reply here in your topic. Good luck !

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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Visitor

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4 Messages

1 m ago

I installed the app but I do not see the network health portion on the app. I tried going to the link on my pc and phone however it did not work.

Since I have already done all of those steps previously before coming to the forum I believe it to be a greater issue unfortunately. At one point I was only getting 50 MBPS but I found a splitter... once I removed this my speed went up to the current speed. However, I cannot find any other splitters and have been unsuccessful for months to get this resolved.

EG

Expert

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86.6K Messages

1 m ago

@user_e58e59 

FWIW. The Xfinity network health and the Xfinity app links that were posted by others will not work because you are using your own equipment, not their leased equipment.......

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick
EG

Expert

 • 

86.6K Messages

1 m ago

@user_e585e5 

This has already been escalated..... Have you sent that earlier requested private message to the official employee @ComcastJodie yet ?

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Mark the post as Best Answer!tick

Visitor

 • 

4 Messages

1 m ago

I just sent a message to xfinity support as suggested by Jodie, providing my name and address to get a tech out. I am waiting on reply.

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