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Scwipts13
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3 Messages

Tuesday, October 14th, 2025

Slow interet

Hello, I'm a new Xfinity customer and I just got my internet set up last week. I'm paying for 1.2gb/s but am only getting 140mb/s (sometimes less) on my devices over wifi. I've tried using the Xfinity Assistant multiple times to troubleshoot and even schedule a technician to come out. However, it never solves the slow connection or schedules an appointment (as seen in the screenshot below). Can someone at Xfinity please help me with this.

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6 hours ago

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XfinityAdrienne

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1.6K Messages

11 hours ago

Good Morning, @Scwipts13! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I am very sorry to hear about the experience with your speeds, and attempting to get help. Can you share with us some further details on how you are testing your speeds and any troubleshooting steps you have completed? 

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Scwipts13

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Hi Adrienne, I've tested speeds on my phone and laptop using Ookla and the built in google chrome speed test. I've also tested the speed on my Playstation 5 using it's built in internet test. All three tests show the same speeds range from 90mb/s to 140mb/s. As far as troubleshooting I've been standing within 8 feet of the modem during the tests and my Playstation is about 8-10 feet from the modem. I've also attempted to use the Xfinity Assistant but it offers no answers or solutions for the issue.

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11 hours ago

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XfinityAdrienne

Official Employee

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1.6K Messages

That helps a ton, @Scwipts13! Just to ensure we are on the same page, are you testing all on Wi-Fi? Have you had a chance to test hardwired from to another device? 

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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.
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11 hours ago

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Scwipts13

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I do not have the ability to hardwire any devices from where the modem is located so I have not tried that.

edit: By ability I mean I don't have a cable long enough to reach my playstation and my laptop doesn't have an ethernet port.

(edited)

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11 hours ago

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XfinityAdrienne

Official Employee

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1.6K Messages

Gotcha, thank you so much for sharing all the steps with us @Scwipts13! I would be happy to further troubleshoot with you. Can you please send us a DM to get started?

 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.

Here are 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

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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10 hours ago

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EG

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113.9K Messages

6 hours ago

@Scwipts13 @XfinityAdrienne 

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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