21 Messages
Ongoing speed issues
I spoke with Xfinity support at least twice earlier this week and had a ticket opened to have a tech come out. At the time, I was under the impression the tech will check the neighborhood node but I kept on getting SMS messages about the appointment and subsequently it sent a message saying that "Through routine monitoring of the health of your network, everything looks good. If your issue is resolved, you can reply X to cancel your appointment" which I did because how is supposed the tech help with my home infrastructure?
I am really sick of support going by scripted questions and responses. The support has pushed for Xfinity modem however I will not even consider it (wouldn't even touch with a ten-foot pole). My infrastructure is as follows:
- Enterprise grade switch
- Enterprise grade router
- Enterprise grade Wi-Fi access point
The support kept on asking how many devices I have in my house that are connected to the internet. How is that supposed to help? I mean I do have some IoT devices but they all consume small bandwidth if any at all. Earlier in the year (in springtime) I complained and had a tech come out here and he admitted that the issue is really with the neighborhood infrastructure and nothing he can do about it. Eventually, I got a notice that infrastructure was being upgraded. As a result, I asked for higher speed tier (1,100 down / 300 up). For a time, I was getting constant speeds so I stopped checking but in the fall I noticed streaming service at times glitchy video streaming and / or buffering. I decided to start checking speed test at interval and noticed my speed is inconsistent throughout the day. At times I get over 1200, other times especially in the evenings I get half of that or even worse. Last night I was getting around 17mbps download and I had a specific device that needs to be updated (firmware) and it took at least half hour when it normally would take a few minutes due to extremely slow download. Please note that whenever I do speed test, it is done on my desktop that is connected via wire at 10,000mbps and the switch is connected to the router at 10,000mbps. The modem is connected to the router and its port is rated at 2,500mbps so we can rule out issues with my home network infrastructure.
Since I was "forced" to do a contract with Xfinity when I upgraded the speed tier (1,100 / 300) and I see that I'm not getting what I pay for so that is a breach of contract. I am once again documenting speed test results and have already asked for partial credit for this month. The support indicated the node may be the culprit due to too many devices connected to the internet and I told how is that supposed to be my problem? Xfinity needs to deliver what it promised and while I do understand during peak times I may not get full 1,100 download but getting around 300-700mbps and in certain cases below 100mbps is simply unacceptable and I consider it to be a breach of contract.
Now I am waiting to see if Xfinity support will see this message and ask me to contact them. Phone calls with support seem to go nowhere and the person on the other end kept on asking stupid questions. I'm in IT, I know network and such; they cannot point to my network infrastructure especially if my network runs at 10,000mbps whenever given device is capable of. I will keep asking for partial credit every month until Xfinity figures out the issue and I think I will have to start looking at other providers because it takes MY time to reach out to Xfinity support via telephone and such. It's becoming tiresome. If there is a better provider, I will make the switch and will not be responsible for ETF given the speed issue and on Xfinity's part for failure to provide expected speeds (again I point to breach of contract).
EG
Expert
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114.7K Messages
10 days ago
This doesn't help, and it's something that you may not want to hear. They have an out. It's technically and legally not a "breach of contract" as they do not guarantee speeds. And they advertise their speeds as being *up to*. See their network management article below for details;
https://www.xfinity.com/networkmanagement
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EG
Expert
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114.7K Messages
10 days ago
I feel your pain and I wholeheartedly agree with you ! You said "breach of contract" a few times, which it's not. I can understand that's "how you feel"! And you have that right ! Please don't shoot the messenger..
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EG
Expert
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114.7K Messages
10 days ago
No it don't or it isn't.. Try and fight in court. Best of luck...
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XfinityJon
Official Employee
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812 Messages
8 days ago
Good afternoon user_4a1oy2. I would be more than happy to take a look at your account, and to assist further. I will need some additional information.
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
To send a "Direct Message" to Xfinity Support:
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 and press Enter to send it.
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user_4a1oy2
21 Messages
3 days ago
Update on this - I reached out to Xfinity support online and a tech was scheduled to come here which was yesterday morning. Prior to tech's visit, I ran speed test and I was getting around 600-700mpbs download. Tech looked at the modem and disconnected the cable and connected to his equipment for testing. He indicated he was getting over 1000mbps. I told him the speed always fluctuate even during non-peak hours so he wanted to check the enclosure on the side of the house. He immediately said it is very old (I think it is referred as eMTA enclosure) and he removed two cables (one coming from ground and another going into the house) and installed weather-resistant coupler and connected two cables via the new coupler. I then ran speed tests several times I was consistently getting at least 1300 down and 340 up which is far better than what I was seeing past few months. I thought the issue was resolved but I decided to run speed test throughout the day after tech left. The download speed was fairly good - it was between 1100 and 1200 in the afternoon. I had forgotten to run another test until 7PM, I got around 800mbps down (upload was still good); at 8:30PM I got 549mbps down and upload did not hit 300 but was in high 200's. This is an indicative of network congestion at the node. Next morning I ran speed test I was getting over 1300mbps and over 300mbps. I will reach out to Xfinity Support again.
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user_4a1oy2
21 Messages
2 days ago
Yesterday I decided to post speed test results almost every hour to Xfinity support to illustrate the drop.
- Had to emphasize each and every test performed, I made sure no devices were doing any activities that would affect the test e.g. streaming, downloading large files, video calls, etc.
- Had to emphasize the test performed on the device, that device is connected via wire and minimum speed is 2500mbps which is between the firewall and modem.
After 12PM download dropped to around 700-800 for download. At least once it did hit 1000. In the evening, it went down to ~700mbps download. Upload was at high 200's. A little past 8PM, it dropped to high 500mbps / high 100. Lowest speed for download was recorded at 366mbps. Recently, I ran a test I got over 1300mbps for download and over 300 for upload. That tells me the issue is on their end (as always) and at this point I will have zero sympathy for the tech when he comes here tomorrow. I will expect him to address the issue with the node (which I know he will not) and at which point I will file a complaint with FCC since this has been a recurring issue and Xfinity support always dance around the issue - pointing to my wireless, saying my device may be old, too many devices within the household consuming a lot of bandwidth, and so on when I already knew the answer to the problem. In my view, IT IS NOT MY PROBLEM if Xfinity cannot support sustained speeds during peak times. I am a paying customer and as such I expect decent speeds at any given time. Yes, I know Xfinity came up with a clause, up to, and the article regarding broadband performance it states FCC did the tests during non-peak and peak times and that the performance was consistent. That is contrary to my experience and that has been an on-going for a number of years. FCC needs to make Comcast revise that article because obviously it is not true or FCC needs to get involved more and perform ad-hoc tests at any given time at any location.
(edited)
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user_4a1oy2
21 Messages
22 hours ago
Another update - I kept on sending speed test results every hour or so to Xfinity support just to prove my point. Tech came here earlier afternoon and I showed the speed test result. The tech looked at the modem, performed tests and such and said it might be true that the node is at capacity but would need to make a call. Tech came back after making the phone call and confirmed what I already knew. I had a tech come out here earlier this year (in springtime) and was told that node is at capacity and Comcast is aware of it. The issue went on long before that tech came here. Anyway, the tech told me they plan to update the node in January but it's not guaranteed to happen, in other words, tentatively scheduled for January. Furthermore, after update they may not flip the switch immediately. I told tech it is not my problem, I am a paying customer and expect to get decent speed at any given time, not 1/4 of the speed tier I pay for and it's not necessarily 1/4 of the speed, oftentimes it is worse than that. Tech seemed surprised that I mentioned running speed test via Xfinity consistently showed much worse results compared to Ookla speed test and I was being nice I used Ookla speed test results instead.
It is unfathomable that Comcast would make me sign a contract for better pricing yet they knew they cannot deliver at least half of the time. So, my obvious next step is to file a complaint with FCC. It has gone long enough. I have no ill towards the techs who visited here, they were courteous and transparent; and apologized a few times about the issue and understand my frustration. It is the upper management who is at fault. They are disgusting human beings.
I will update here in January or so. I am not optimistic about January timeframe where they are supposedly to perform updates to the node.
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