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user_0xcp83
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Friday, March 21st, 2025 8:50 PM

Significantly slow speeds ~35 mbps.

We pay for 800 and get between 15-50 mbps and it has been causing issues lately.  We've tried all the trouble shooting tips, and called 1800-comcast.  How can I talk to an actual person, and let them know it IS NOT working.  I cannot even find out how to schedule a tach to come out.  Please help

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Updated 

22 days ago

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XfinityDemitrius

Official Employee

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1.8K Messages

2 months ago

Hey @user_0xcp83, Thank you for visiting our official Xfinity Forums Community support page. We greatly appreciate you taking the time to share your experience regarding the Xfinity Internet and connectivity issues. I would be more than happy to offer my assistance looking into this further for you.


Are you currently using an Xfinity xFi Gateway rental or using your own personal equipment? There are a few steps we can provide to help troubleshoot the connectivity issues as well as see what speeds the home may be getting to help determine is the issue may be within the home or elsewhere. We hope to hear from you soon.

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cpcpa

Visitor

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2 Messages

I have the same problem, except consistently.  I have the 800 MBPS plan and consistently run around 400 on Ookla and 250 on Xfinity's test.  The only time I got near 800 was when I complained about a year ago and, during the conversation, they made an adjustment to the throttling of the connection and I got about 750 mbps.  I've run all the Xfinity AI tests, etc. The problem is not here. Thanks.

<Edited: "Personal Information">

(edited)

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1 month ago

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XfinityJosephA

Official Employee

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1.7K Messages

cpcpa are you able to confirm if you get slower speeds using an Ethernet cable connected directly to your 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

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1 month ago

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cpcpa

Visitor

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2 Messages

Hi:

Yes, I have all recently installed (1-2 years ago) infinity equipment and the modem/router is directly cabled, and close to, the machine taking the measurements.  All anti-virus, vpn, etc., type apps are turned off during the testing. Thanks for responding.

<Edited: "Personal Information">

(edited)

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24 days ago

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XfinityJosephA

Official Employee

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1.7K Messages

No problem, feel free to send us a direct message, so we can take a closer look at your account and help in better detail. You can use the Direct Messaging icon at the top of the page to send your name and service address to "Xfinity Support." It's next to the bell icon on the right side of the page. 

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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22 days ago

0

EG

Expert

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110.4K Messages

22 days ago

@cpcpa @XfinityJosephA 

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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