Visitor
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1 Message
Paying for 800Mbps, but barely getting 250Mbps
Hello, I'm having issues with the speed of my internet service. I have a 800 Mbps internet plan, but I am only getting 200Mbps using a wired connection with cat6 cables. I have attempted resets of my modem and router, and it has not helped. I am using a Netgear Nighthawk cable modem with voice CM1150V, which has DOCSIS 3.1 support, and I have a router capable of gigabit speeds. I had this problem before, but I thought maybe the issue was fixed this time and that I could actually get the higher speeds I was paying for. I don't know what the issue is but I can't seem to break the 250mbps threshhold. When I initially set up xfinity service someone had come out, and then again someone came out when the line seemed to have been cut from the drop point. If there is something wrong with the lines running to the house or in the home, do I have to pay for that to be fixed or is that something xfinity is supposed to take care of? I have plugged the cable directly from the modem to one of my devices and still got less than 250 mbps, so I know it's not the router. I checked a post from 8 months ago about someone who was having the same issue as me; I'm hoping their issue was solved and that you can also help solve mine. Thank you for your time.
XfinityJamesC
Official Employee
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2.1K Messages
2 years ago
Greetings, @user_f4f30d! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum. I'm sorry to hear you're still having issues with your connection speed, but you have definitely come to the right place for assistance.
You shouldn't need to worry about being charged for a visit to repair the lines outside. Anything like that would be covered as part of your service. The only time there could be a charge was if you had an issue with the wiring inside your home, or if the problem was related to your equipment or how you have it set up.
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you.
To send a Direct Message, please click on the “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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EG
Expert
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110.1K Messages
2 years ago
@user_f4f30d @XfinityJamesC
Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
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