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user_zna53k
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6 Messages

Friday, October 4th, 2024 1:33 PM

Paying for 1000 Mbs and only getting around 28 Mbs download

I recently upgraded to the 1000 Mbs package Xfinity offers, but testing across numerous speed sites, including Xfinity's, I am averaging 28 Mbs download.  I have read all the forums online about hardware bottlenecks and I have had numerous internet providers (at lower speed packages) go to this computer before Xfinity and have had much much higher speeds, so I know it is not a hardware issue on my end.  I have called their tech support before and was just led in circles of what to try other than "buy the next faster package," which I finally gave up and did and still no change.

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7 days ago

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XfinityEmilyB

Official Employee

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1.7K Messages

3 months ago

@user_zna53k Thank you for posting on our community forum so we can help you get the Xfinity internet speeds you pay for. I depend on my internet every day so I know it's important that you have a reliable connection. What is the make and model of your modem? What troubleshooting steps have you tried so far? 

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user_zna53k

6 Messages

I have the xfinity gateway that is supposed to allow for 1 Gps throughput.  I have reset modem, increased speed package, even changed MTU.  The past couple days we were up to 200 Mbs and now we are back to 3 Mbs.

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2 months ago

0

user_zna53k

6 Messages

This is starting to affect my work as well so this is an important issue.

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2 months ago

0

XfinityThomasD

Official Employee

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1K Messages

have you also checked the automated troubleshooting steps through the Xfinity app? That would be my first step since it will run diagnostics to tell if there are any issues in the incoming signal that could be the cause, and recommend scheduling a technician if needed.

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.
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2 months ago

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user_zna53k

6 Messages

Yes I have. I just get back the “everything looks good”

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26 days ago

0

XfinityPeterH

Official Employee

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1.5K Messages

 

user_zna53k thanks for letting us know. We are happy to investigate your account and troubleshoot with you. Please send us a direct message with your full name and complete address. 

Here is a great step by step process on how to send us a direct message. 


  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


 • Press Enter to send it


Check out for example on how to send us a Direct Message:  https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e 

 

 

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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24 days ago

0

user_vm66br

1 Message

2 months ago

Can also confirm I'm a new customer as of 2 weeks ago and I wanted the 1000MBS.. only getting 32 average but mostly lower than that in the 22mbs on Xbox during downloading..taking an eternity... Even att was better and they are awful.

1

XfinitySheila

Official Employee

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878 Messages

 

user_vm66br Hey there! I'd love to help with your internet troubles. I assure you that it is never the experience we hope our customers to have, we are here to turn things around. 

To get started, please use the chat icon in the upper right to enter Direct Messaging and send us a message with your full name and full address.

 

 Here are 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

 

Please let me know if you have any questions or run into any problems. 

 

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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2 months ago

0

user_d1uv7t

2 Messages

26 days ago

I'm paying $150 for 1200 mbs and NEVER get over 150mbs.  
I have a modem that Comcast provided, so why are we paying for bandwidth we are not getting?
The software is: eMTA & DOCSIS Software Version: Prod_23.2_231009 and Software Image Name: CGM4981COM_7.6p9s2_PROD_sey
Which indicates it is DOCSIS 3.1 which is required for 1gbs+ speed but I only get 10% of that.

Can I pay 10% of my bill since that is all the service I am getting?  

If I downgrade to 150 mbs (which is what I am gettitng now) will I then only get 15 mbs?  Is it normal to only provide 10% of what we are paying for?  I'm not reading 50 pages of terms and conditions so is that in the fine print?

Thanks in advance!

3

VLX

5 Messages

Did you get a technician to check it out? It would be pretty obvious if you weren't getting full speeds.

(edited)

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26 days ago

user_d1uv7t

2 Messages

@VLX​ Some time ago I did and the line from the pole to the house was fine.  The connection into the home is with the highest quality coax available so the physical connection seems to be in order.  I'm just thinking there is a limiting factor by Comcast that is causing me to pay an extra $60 a month for bandwidth I do not get. 

Today was the HIGHEST I have ever seen, usually it is only 150-160MBS.  Still only a third of what I have been paying for years.  If I downgrade to 300 mbs, it's $60 cheaper, so that's $720 a year I have been paying for 5 years that I never got the use of.  $3,500 is a LOT of profit. That's about 7 billion a year if they do that to just 25% of their 32 million customers. 

Todays test... 

Download Mbps : 470.71
Upload Mbps   : 41.91
Ping ms       : 35  19  32
Connections   : Multi ReliableSite Hosting  Miami, FL
Change Server : XFINITY 73.xxx.xxx.xxx

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25 days ago

0

VLX

5 Messages

A useful tool for monitoring your network is Pingplotter. It provides a visual representation of network performance, making it easier to identify issues. If you notice significant packet loss on specific hops, such as the second or last hop, it could indicate a critical problem.

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25 days ago

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