Visitor
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2 Messages
Service instability, unusable
Service instability in Essex, Md. I have a brand new direct line from the pole to the gateway. Brand new modem xfinity supplied. No splitters. Gateway is receiving 115 Mbps, but devices are dropping to < 1 Mbps with an apparent Signal-to-Noise (SNR) failure. Devices reporting poor down speeds of less than 1mbps despite 'Excellent' signal strength. I have time-stamped photo evidence of the throughput collapse. Can an official employee help me figure out what’s going on? Chat agent told me all looks fine from that side so give it two hours. I need to work. Ongoing two days now.
Accepted Solution
user_nvq28n
Visitor
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2 Messages
4 hours ago
Took a couple days and getting the right support agent but it was resolved. I checked and pointed out an extremely high code word error rate and it was resolved in minutes following that. I did ask how it was resolved but was told nothing was done, but got a rather large credit for the incident, so I can’t provide actual advice on what solved it, other than doing a lot of digging myself and pointing the agent in the right direction.
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XfinityKei
Official Employee
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2.2K Messages
4 hours ago
@user_nvq28n Two days is a long time. I’m sorry to hear of the speed issues you're having.
Our team is here to help. Can you please direct message me your first and last name along with your full service address so that I can assist
Here's the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” 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.
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EG
Expert
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115.9K Messages
4 hours ago
@user_nvq28n @XfinityKei
Please circle back here and post any possible solutions for the issue here in these open public 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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EG
Expert
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115.9K Messages
4 hours ago
Thanks for updating your topic. Good luck ! Now closing this marked "Solved" thread.
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