Visitor
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4 Messages
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
user_e58e59
Visitor
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4 Messages
4 years 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?
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EG
Expert
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111.6K Messages
4 years 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 !
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user_e58e59
Visitor
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4 Messages
4 years 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.
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EG
Expert
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111.6K Messages
4 years 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.......
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EG
Expert
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111.6K Messages
4 years ago
@user_e585e5
This has already been escalated..... Have you sent that earlier requested private message to the official employee @ComcastJodie yet ?
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user_e58e59
Visitor
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4 Messages
4 years 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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