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MrSafari
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Thursday, January 9th, 2025 9:09 PM

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My internet speed has been much lower than the speed I'm paying for

I have been checking my internet speed periodically by directly using an ethernet cable into the xfinity provided modem. I pay for a 2000 Mb/s plan, but the most I've ever seen the speed is 800 Mb/s.

Question

 • 

Updated 

14 days ago

312

4

XfinityAirelle

Official Employee

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2.6K Messages

5 months ago

 

MrSafari 

Thank you for bringing this to our attention, and I’m sorry to hear you're not seeing the speeds you're paying for. It's important to us that you get the performance you expect from your 2000 Mbps plan.

Since you've been testing your speeds directly with an Ethernet connection to the Xfinity-provided modem, you've taken the right steps for an accurate measurement. The speeds you're seeing, however, are certainly lower than they should be for your plan.

 

A few things you might want to double-check:

  • Ensure you're using a Cat6 Ethernet cable or higher, as lower-rated cables can limit speeds.
  • Confirm the modem model is capable of supporting speeds up to 2000 Mbps.

Please let us know if you’ve had a chance to review these, and we’ll be happy to assist further to make sure you’re getting the full value of your service. Thank you for being a valued Xfinity customer!

 

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MrSafari

2 Messages

My cable is cat6, and my modem is the xFi gateway supplied to me when I purchased the 2000 Mbps plan

5 months ago

0

XfinityPeterH

Official Employee

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2K Messages

 

MrSafari Thanks for letting us know! Our team would be happy to investigate your connection further. Please send us your full name and complete address in a direct message. 

Here is a great step by step process on how to send us a direct message. 


  Click "Sign In" if necessary


 Click the "Direct Messaging" icon or https://forums.xfinity.com/direct-messaging


 Click the "New message" (pencil and paper) icon


 The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there


 As you are typing a drop-down list appears. Select "Xfinity Support" from that list


 An "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


Check out for example on how to send us a Direct Message:  https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e 

 

 

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

5 months ago

0

JPMoonman

1 Message

3 months ago

I am paying for 1100M service and see just over 500M using speedtest on my Nighthawk router. 

1

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XfinityJorge

Official Employee

 • 

2.2K Messages

 

JPMoonman Hello there! Thanks for using our Forum, and we are sorry to hear that you might be having some connection issues. How are you testing the internet equipment wired or wirelessly to verify the speed?

 

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

3 months ago

0

user_ry6ccb

Visitor

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1 Message

14 days ago

Im paying for 2000 and getting only 731

0

0

EG

Expert

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110.9K Messages

14 days ago

@user_ry6ccb 

Please create a new topic of your own here on this board detailing your issue. Thanks. The original poster has not returned. 5-month-old dead thread is now being closed.


For future reference, it is better to submit your own post as it creates a ticket to get help, and posting on someone else's older thread can delay getting help.

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