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user_895ima
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4 Messages

Wednesday, December 11th, 2024 10:42 PM

Not getting the download speed I’m paying for

I’m currently paying for 1.2 Gbps and I also bought a Wifi booster pod that Xfinity sells thinking in would improve my Wifi upstairs since my router is in the living room. My setup is currently wired directly to the Wifi pod through an Ethernet cable and the highest my download speed will reach is 300-400 Mbps and then it’ll plummet to 80-140 Mbps. Is there any way to resolve this without directly wiring to the router itself? 

Question

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Updated 

4 months ago

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XfinityRichard

Official Employee

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1.8K Messages

4 months ago

Hi there, @user_895ima I'm very sorry for the trouble you are having with your speeds. You came to the right place for assistance. Since it's been a few days since you last posted, are you still having slow internet speeds, if so please don't hesitate to reach back out so I can get those concerns addressed.-Richard

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user_895ima

4 Messages

@XfinityRichard​ Yes, I’m unfortunately still having download speed issues and I’m not getting any where close to what I’m paying for. Please let me know I how can fix this issue. Thank you.

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4 months ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

@user_895ima We are definitely ready and wiling to help you with your download speed concerns. Firstly, let's dive into a bit of troubleshooting together. Have you already attempted to use the Xfinity Support site?

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
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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4 months ago

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user_895ima

4 Messages

@XfinityMarcus​ Yes, I’ve used the Support site and I also was able to text someone in support, but no resolution. I’ve restarted my gateway countless times and everytime I run a speed test it says I’m getting more than what I’m paying. 

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4 months ago

0

XfinityMarcus

Official Employee

 • 

1.4K Messages

@user_895ima I appreciate you sharing those additional details. Let's take a look at things on our end to bring your speeds back up to par. Please send me a direct message with your full name and complete service address.

Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Messaging" icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message. 
 

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
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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4 months ago

0

user_895ima

4 Messages

@XfinityMarcus​ Sent 

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4 months ago

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