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user_ecpqzd
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2 Messages

Sunday, July 13th, 2025 6:24 PM

Never get the promissed speed

I have been a customer for the past four months, and my plan promises speeds up to 1100 Mbps. However, I have never experienced speeds even close to 500 Mbps. This is extremely disappointing and feels misleading. I would like to know the proper process to escalate this issue.

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9 hours ago

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XfinityThomasB

Official Employee

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2.1K Messages

9 hours ago

user_ecpqzd Are you testing the connection with ethernet and just one device active on the network? If you have multiple devices connected, and are paired via Wi-Fi, you need to keep in mind that you are going to see around 450Mbps allotted to reach device depending on the wireless specifications. 

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user_ecpqzd

Visitor

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2 Messages

Yes, that makes sense. I tested the connection using a wired  setup with only one device active, and I’m getting speeds close to what was promised. Thanks for the clarification.

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9 hours ago

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XfinityThomasB

Official Employee

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2.1K Messages

👍Happy to hear user_ecpqzd. Thank you very much for taking the time to reach out. We always aim for you to have the highest confidence in the service and support we provide. 

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

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9 hours ago

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