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user_zna53k
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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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5 days ago

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XfinityEmilyB

Official Employee

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1.7K Messages

1 month 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

4 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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8 days ago

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user_zna53k

4 Messages

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

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8 days ago

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XfinityThomasD

Official Employee

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949 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.
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6 days ago

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user_vm66br

1 Message

7 days 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.

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XfinitySheila

Official Employee

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785 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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5 days ago

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