Ongoing speed issues

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 

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..

No it don't or it isn't.. Try and fight in court. Best of luck...

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. 

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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.

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.

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.

I wonder if we are in the same neighborhood? Lol Sounds like the same exact problems Im currently having and I reached out numerous times and got the same response about having too many devices connected and I needed the extenders business talk. Which the problem I was mainly having was over Ethernet anyways which I kept telling them made no sense. Eventually had a tech come out and said there was no issue because his device testing the router had full speed coming through etc. So more time goes on and Im getting frustrated again and eventually have a tech come out again andhe was actually very understanding because I think he dealt with this issue before and said it was a Node issue but his supervisor would have to do more about it. The supervisor eventually calls me back and said one was in design but it takes a long time for them to do it and said its out of his hands etc… So Ive been dealing with this issue for a long time trying to be patient but paying the full bill every month is ridiculous to me that they know this is an issue but still are happy to take the full payment.

So, here's the update. I filed a complaint with FCC and Comcast representative reached out to me. Unfortunately, we played phone tag for weeks then they decided to issue a formal letter which indicated there are a number of factors that affect my service e.g. multiple devices connected to the internet, degraded wi-fi router (my router is not wi-fi I use access point for wi-fi which is connected at 2.5g to the main switch) as well as congestion on other networks. It also mentioned the tech visit which stated tech diagnosed and corrected the service issue by replacing the drop splitter (that did not make a difference by the way and I guess it was futile effort to try to make me happy and a side note tech even offered that I can get Xfinity X10 gateway for no additional cost when it becomes available). The letter made references to the disclosures and such that a customer may not get full speeds at all times; and it stated that there will be no ETF should I ever decide to terminate the service. In the end of the letter, it acknowledged high utilization at my node and there was a plan to perform necessary improvements by January 2026. I decided to call Comcast and finally was able to get hold of the representative, we discussed at length and I explained the issues. The representative noted that from time to time I did receive partial credit and I told her it wasn't realistic for me to call every month to ask for credit. She immediately offered full month credit. I also sent a message to FCC mentioning that any and all references to FCC should be removed because there is a web page that states FCC conducts an ongoing, rigorous study of the performance and found Comcast's internet access service, on average, over 100 percent of their advertised downstream and upstream speeds during the busiest periods of the day. It failed to state where. I can attest I have not gotten 100% of the advertised speeds majority of the time past few years. Nothing came out of it but one has to take the Comcast's statement with a grain of salt.

In January 2026, I received SMS notification that Xfinity was going to do improvements in my area on specific date and was reminded the morning when the internet may be unavailable. Few hours later, I got another notification that they failed to complete the task and will try again. Over the course of several weeks, I got numerous notifications where they plan to perform the work but never did. Eventually, they was able to complete it but since there is fiber deployment taking place in my neighborhood, I stopped checking or caring about Xfinity internet service so I cannot say if it improved but I did see some video buffering or video quality as streaming service adjusts due to bandwidth issue. That occurred several times during in the evenings or weekends.

A few weeks ago, I got a call from Xfinity and apparently a sales associate asked me how I like the Xfinity service. At the time, I did not quite understand the meaning of the phone call. I thought they were following up but the sales associate was trying to convince me to consider 5-year agreement and told me I can get 2000/300 (at the time I was paying for 1200/300) for only $35 dollars more. I chuckled and thought the call was a joke but it was a serious offer. I insulted the person on the other end that they expect me to go for it? With an additional of $35 for modest bump in download speed and total monthly would be $120. I would be an imbecile if I went for it. I declined and hung up. I can't stop but wondering what they were smoking.

As I type this, I am now connected via fiber service. The ping time is 1-2ms and I get over 2000/2000 consistently even during the evening. The service was activated earlier today and needless to say I am happy now. The cost is less than Xfinity and there are no so-called 12-month agreements. There is no comparison between fiber service and Xfinity's at least I think anyone who is a bit technical inclined should know this. I will call Xfinity to cancel the internet service tomorrow or Friday and it will definitely be a great day. I hope I will not have to deal with Xfinity ever again. I read that fiber deployments are happening in the metropolitan areas across the country so consumers will get more options but I would be surprised if anyone thinks Xfinity is great (obviously, my opinion for that individual will drop logarithmically). I don't really have kind words for Comcast/Xfinity. They treat customers terribly and think customers would stick with them, think again. As far as capacity issues at the node, it was and is never my problem. As a paying customer, I expected them to address the issues promptly. All I got was run-around and blame on my network infrastructure and even tried to convince me to upgrade to higher speed tier due to having too many devices connected to the internet (telling them that each and every time I run speed test, I do it on my computer which is connected wired at 10g all the way to switch and router then 2.5g from router to cable modem; and have router block internal devices that may consume bandwidth was a wasted effort - they just don't listen or care). Again, I can't wait to call Xfinity for the last time to have the service terminated!