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user_0odrs8
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4 Messages

Sunday, December 3rd, 2023 3:13 PM

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Paying for 1200mbps but I only get 80-90mbps

I am paying for 1200 mbps but consistently receiving less than 100mbps. I have verified with the speed test on my phone and computer multiple times. Web service is so slow I can barley load apps on my phone. I just had a tech out 3 weeks ago to replace the modem etc. what gives????? 

Question

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Updated 

1 year ago

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XfinityFrank

Official Employee

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1.3K Messages

1 year ago

Hi there @user_0odrs8 ! Thanks for reaching out to us here on the Community Forum for assistance! Let's see if we can get to the bottom of this. Are you using any type of VPN service or custom DNS with your setup? 

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user_0odrs8

4 Messages

@XfinityFrank​ No.

They had someone come out and change the modem. the agent said the modem was having glitches and that they have several problems with that modem. They swapped it out and now my bill has an extra $100 CHARGE.

1 year ago

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XfinityGabriel

Official Employee

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2.3K Messages

Thanks for providing these details, @user_0odrs8. Was this modem a purchased modem or a Comcast leased modem?

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

1 year ago

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user_0odrs8

4 Messages

1 year ago

Xfinity has terrible service due to their [Edited: "Language"] modems. To make it right, they sent out an agent who indicateed that they were having glitches with my current modem. He set me up with the modem that is one model prior. THEN TODAY I GOT AN EXTRA $100 CHARGE ON MY BILL FOR THE "INSTALLATION FEE." No one even told me I was going to be charged. This is UNACCEPTABLE 

Note: This comment was created from a merged conversation originally titled Xfinity is charging me for their mistake

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