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user_b0ns5o
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27 Messages

Saturday, November 18th, 2023 12:03 AM

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Poor internet speed

I have a modem rated for the internet service I have, 1200Mbps. Several times a day I get slowed down to 90Mbps, most times I can get up to 280Mbps. When I call Xfinity they either tell me they can fix my speed to what it should be in 24hours, which never happens, or they tell me my modem is out of date, because it's not there's, but they recommend it to work well for me at the store. They manage to blame it on the modem, or on the number of devices, which when I am testing it is one. Why do you constantly lie, and always try to sell me something.

Question

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Updated 

2 years ago

154

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XfinityBrianH

Official Employee

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1.4K Messages

2 years ago

@user_b0ns5o Can I ask that you reach out privately, so we can cover the details of your account. You can start by clicking the chat icon located in the top right corner of your forums page when signed in. Once there, you can direct your messages to "Xfinity Support." Please add your full name and service address to help us locate your account. Let me know if you have any questions.

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XfinityBrianH

Official Employee

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1.4K Messages

2 years ago

Thank you so much for providing that information! I took a look at your modem brand and model number, and I am not showing it to be an outdated device. Unless the modem is malfunctioning in some way I don't see a need to replace it. Could you please run a speeds test for me, so I can see where you are at currently? Also, could you please tell me if you have a standalone router connected to your modem? 

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user_b0ns5o

27 Messages

Currently 93.4Mbps by wifi, slightly higher wired connection, 210Mbps. Wifi router EERO 6E mesh system connected for wifi, confirmed with EERO that it is updated and running correctly.

2 years ago

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user_b0ns5o

27 Messages

Wired connection was tested with router disconnected.

2 years ago

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CCAntoine

Retired Employee

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1.4K Messages

How far away were you from the modem when you tested with WiFi?

2 years ago

0

user_b0ns5o

27 Messages

Right next to it in my office, wifi directly connected to modem, same lack of speed throughout the house through the Eero units.

2 years ago

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user_b0ns5o

27 Messages

Speed currently 94.2Mbps with one device connected.

2 years ago

0

EG

Expert

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111.3K Messages

2 years ago

@user_b0ns5o @XfinityBrianH @XfinityAntoine 

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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user_b0ns5o

27 Messages

2 years ago

@Xfinity Support  any follow up on the speed problems.

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XfinityOrlandoM

Official Employee

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2.2K Messages

@user_b0ns5o  

Since we already have private  chat already opened lets continue to further trouble shooting via the private chat 

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

2 years ago

0

EG

Expert

 • 

111.3K Messages

2 years ago

@XfinityOrlandoM 

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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user_b0ns5o

27 Messages

@XfinityOrlandoM @Xfinity Support No we don't need a tech out, I get the same signal strength at the wire into the house when directly connected and your support staff claimed they found something with the modem and no one has gotten back to me to say it's fixed per the conversation on chat.

Chat: John, i  an see that there are se setting that need to upgrade to meet the speed requirement on your modem from our end and our advance technical tea will work on it but it will take atleats 24 hours to update full your modem setting and upgrade the speed . Be assure we will notify you when it will get done. 

Shall we proceed with this?

They also inform you about all details when it's done for sure:) 

***So let's fix the problem we identified and fix the settings, or was that a lie told by support staff to get me off the phone.

2 years ago

0

user_b0ns5o

27 Messages

Just an FYI the chat posted from support was this past Wednesday, it's now Saturday, I gave them additional time just in case. No one has replied on that supposed fix.

2 years ago

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user_b0ns5o

27 Messages

As I said xfinity support figures everything is all set as far as they are concerned, must be my modem, no one admits that they need to update things, and while on chat they tried to sell me two mobile phones, and a modem. 

2 years ago

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XfinityBrianH

Official Employee

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1.4K Messages

That definitely sounds like a poor chat experience, I know I wouldn't want to be offered new products while I am trying to resolve an issue. I am not showing any updates that need to be completed still, it looks like Orlando took care of that already. Why don't we get a technician out to take a look at the signal coming into the home. We have an appointment from 12-2 or 4-6 on Wednesday the 22nd, which would work best for you? 

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

2 years ago

0

user_b0ns5o

27 Messages

No technician, I checked the network with my tools and signal strength and speed is the same where the wire enters the house, past chat said they saw a problem but no one appears ready to address it.

2 years ago

0

user_b0ns5o

27 Messages

2 years ago

Close all further comments, it's time for a change in service. 

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