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user_pjm08l
1st Topic

Visitor

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2 Messages

Thursday, June 5th, 2025 7:48 PM

Poor performance and not what I am paying for

Running a speed test at 210 download and 41 up load. I am on a plan that should be 800Mps. What is the problem?

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Updated 

26 days ago

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XfinitySeth

Official Employee

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237 Messages

29 days ago

Howdy user_pjm08l 👋 I know how important it is to make sure you're getting the most out of your internet connection, and appreciate you taking the time to reach out for support in our community! You've come to the right place for help 👍

When it comes to your current service, are you using an Xfinity gateway or your own personal one? And have the speed tests you've run been from a device connected wirelessly or hardwired?

 

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user_pjm08l

Visitor

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2 Messages

I am using the Arris SVG2482AC Surfboard, the test is performed wireless. The modem is about 11' away albeit in the next room.

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28 days ago

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XfinityThomasB

Official Employee

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2.1K Messages

user_pjm08l 200 is pretty standard for wireless at that peak my friend. This is because Wi-Fi is a half-duplex. Plug the device in via ethernet and that will give you a dedicated true speed. 

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Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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28 days ago

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user_dv70c8

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1 Message

28 days ago

I just started service 4 days ago - 400 mbps service that is and it was as advertised for a day then dropped down to the current 30 or so.  The Indian tech I was on the phone with for an hour said everything looked good and he did something that made it as fast as original. That lasted for about 1 hour now we are back to 30 or so. Is this what I should expect? Would buying my own modem/router help?

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XfinityJanelle

Official Employee

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1.6K Messages

Hey @user_dv70c8 , Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your concerns with your internet speed. I would be more than happy to offer my assistance looking into this further for you. Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.To send a "Direct Message":
Click "Sign In" if necessary
• Click the "Direct Message chat" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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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26 days ago

0

user_tarvkl

Visitor

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1 Message

28 days ago

I can't get 2.4 g for security camera 

1

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XfinityChristy

Official Employee

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2.1K Messages

 

user_tarvkl Hello and thank you for reaching out via out Xfinity Community forums.

Sounds like you're looking to get your cameras connected to your 2.4 GHz Wi-Fi! Many smart devices prefer this band for better range.

Here's the usual approach:

Connecting Your Camera to 2.4 GHz Wi-Fi

  1. Check your router: See if your Wi-Fi network has separate names for 2.4 GHz and 5 GHz (e.g., "MyHome_2.4GHz" and "MyHome_5GHz").
  2. Connect your phone: When setting up your camera, make sure the phone or tablet you're using is connected to the 2.4 GHz network.
  3. Camera app setup: During the camera's setup process in its app, select the 2.4 GHz Wi-Fi network if you see the option.

If your router combines both bands into one name, you might need to temporarily disable the 5 GHz band in your router's settings during setup. Just remember to turn it back on afterward!

 

If you're still having trouble, please let me know. 

 

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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26 days ago

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