K

Visitor

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3 Messages

Tuesday, February 8th, 2022 10:20 AM

Closed

Our internet is being actively throttled by Comcast, who denies it.

We fairly recently (Within the last 6 months) upgraded our package to over 1.2 gb/s download speed and yet the second anyone in my household begins to use anything even remotely bandwidth intensive, my internet is immediately throttled and the modem just ceases to work for a good 30-45 seconds. It does not physically shut off but the access to the hardline internet is just completely ceased for nearly a minute.

I've noticed this increasingly happening until we received our new 'free' Modem upgrade from Comcast, which then it happened constantly. Literally nobody else could be using the internet and I'll open Twitch while trying to open my email and that's enough to trigger the apparent throttle on my account to shut my internet off.


We have several people in our household who are gamers and are either actively playing online with other people or are doing things like watching Netflix or other streaming services, and it's nearly impossible to do so all at once, despite the fact that I literally upgraded our speed for this very purpose. I know that Comcast pretends it does not throttle its internet but its so obvious this is what is happening.

We do not receive our promised 1.2 gb/s speed and in fact most of the time it seems we top out at 200 mb/s which is quite literally 1/6th of what I'm currently paying for.

This is absolutely unacceptably ridiculous and I'm close to just cancelling my account and going with another ISP.

Problem Solver

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1.5K Messages

2 years ago

Scroll down a bit.  Someone with 1.2gpbs just solved that in a thread they just closed with a modem swap.  Maybe you got a bad one or it drifted out of spec.  Could be line problems too that are the bottleneck. 

Got a lot of errors in the logs?  EG's pretty good with signal levels and errors -- what works with the plant.  Maybe post the line details.

Visitor

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3 Messages

2 years ago

Its not a modem issue.

The modem works perfectly fine until you decide to actually use the hardline internet. Wireless seemingly works fine but is naturally much slower.

Also the modem was sent to us BY Comcast and frankly I find it ridiculous to expect that I should have to buy a modem myself after I upgraded based on their recommendation.

(edited)

Official Employee

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746 Messages

Hi, thank you for reaching out to us on Xfinity Forums. We would love to look into your internet speed concern. Has a tech visit your home to investigate the slower speed you are experiencing?

I no longer work for Comcast.

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

Visitor

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3 Messages

No they have not and I am interested in them doing so, but I am not willing to pay for this investigation considering I've done nothing but upgrade to the modem that you guys sent me.


So if you're willing to send someone out here on your own dime, I'm open to it. But I'm not spending more money on this problem considering you are the ones that seemingly have caused it in the first place.

Official Employee

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746 Messages

Thank you for getting back to me. Please  send us a direct message with your full name (and the account holder's name if different from you) and the numbers associated with your service address. To send a Private Message, please click on the link  https://comca.st/3BdBXVv to initiate a live chat.

I no longer work for Comcast.

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

Expert

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104.2K Messages

@KrazyK923 

Send that message to the name of xfinity support, not the name of the employee.

I am not a Comcast Employee.
I am a Customer Expert volunteering my time to help other customers here in the Forums.
We ask that you post publicly so people with similar questions may benefit from the conversation.

Was your question answered? Please mark an Accepted Answer!tick

Visitor

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1 Message

I am having similar issues. I am paying for Download speeds: up to 1200 Mbps & Upload speeds: up to 35 Mbps I consistently get speeds of 170Mb down.

I have ran troubleshooting and have disconnected from the router and direct to the pc and same speeds. I have taken my PC to friends houses and it connects at 800 to 970 Consistently with no problems.

My modem and cables all test fine. I have been with Xfinity for several years, and not once have I exceeded the data cap during any month. I do not surf any porn or negative websites at all ever. And yet my speed is always at 200 or less.

I have tried calling Xfinity on numerous occasions and it is near impossible to speak with anyone, but you instead get a bot that tries to reset your modem to no avail. If you can get a person they got through the same troubleshooting as the bot and then say there is a temporary problem in your area, and they will have it fixed in a few days. This temporary problem has been going on for 7 months straight.

I even signed up for emails to notify me when its fixed. I get the text that all is working, log on and test, and I am still getting 200 Mbps or less.

Here is the Kick in the paints!!!!! If I test my connection using a VPN, then my speeds shoot up to 700 - 800 Mbps download. To me this is irrefutable evidence that I am being throttled back!

Visitor

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1 Message

2 years ago

Xfinity has been throttling my internet speeds for almost a year now. The modem/router they sent me works great for a few weeks, 1.3gb downloads even via wifi. But then Comcast sends a firmware update to the modem/router that locks me out of settings and also installs some under the radar QoS settings I cannot even see/access resulting in downloads roughly half what I'm paying for. Tech support worthless, lying that settings are locked at "optimum" but quite the opposite. Xfinity store clerks also worthless, lies lies lies about the problem. Had Xfinity send me a new modem/router, same problem. Bait and switch stuff. A few weeks after I hook it up, they send the firmware update again that slows my modem/router for no valid reason. A temporary workaround is to set the router to bridge mode then switch back. But that only lasts a week or two, then it gets the firmware update again. I'm a network tech so I know what optimum settings are, and I find it quite offensive being bombarded by commercials "wifi faster than a gig" when they're clearly NOT providing those speeds despite what we're actually paying for. 

Expert

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104.2K Messages

2 years ago

@user_bed3a2 

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

(edited)

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