Slow Internet - 1.2 GB/s Plan only gives <400 MB/s

I have had xfinity service for years at various addresses, but in my most recent home the internet speed has been horribly slow relative to what I pay for. I am supposed to have 1.2 GB/s internet and never get speeds above 500 MB/s. Typically the speeds are under 400 MB/s.

I have tried to get assistance to address the issue, but can't ever speak to an actual person. The xfinity assistant just says everything is fine and refuses to connect me.

What do I need to do to actually get the internet speed I pay for or be refunded to account for the fact that xfinity lied about the service I can receive at this address?

Responses

XfinityBillie

Official Employee

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3.3K Messages

1 year ago

@user_a3q7sh Thank you for taking the time to reach out to us here on our Xfinity Forums. I can understand the frustration if you aren't receiving the correct speeds. Can you tell me what troubleshooting steps you've already taken, such as checking the connection, resetting your modem and router, if you have a stand-alone router? What type of modem are you using?

user_a3q7sh

2 Messages

Hello,

I have reset the modem and router at least 20 different times (probably more). I've had 4 techs onsite as well and they haven't been able to do anything to improve the situation. I currently have the Arris S33, but I also bought a NETGEAR - Nighthawk DOCSIS 3.1 Cable Modem to try and improve the situation. Neither modem has worked to improve the speed.

I have tried speed tests on 5-6 different devices, have hard wired them to the router and modem and the speed is always about 400 MB/s.

The first two technicians that visited replaced all the external lines from my house to the pedestal. The third and fourth re-checked all the connections and replaced an internal home cable. None of the work done has improved the speed though.

The last tech that came out shared that the issue is that the entire neighborhood is over capacity for what is currently installed and they have been trying for the last year to improve the speeds with no luck.

If that is true, why are you advertising and selling speeds at 1.2 Gb/s when it's impossible for a customer to get that speed?

1 year ago

user_czm2ap

1 Message

Currently experiencing similar issue, getting 250 MB/s on a 1.2Gb/s plan. Were you able to resolve this?

1 year ago

XfinityBillie

Official Employee

•

3.3K Messages

1 year ago

@user_a3q7sh I appreciate you confirming all of that information. I'd like to get a look at your account and see what's happening and how we can resolve this for you. Please send us a DM to Xfinity Support with your full name and address to get started.

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
An "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

XfinityThomasD

Official Employee

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1.2K Messages

1 year ago

We greatly appreciate you taking the time to provide us with your feedback. Good or bad, feedback is important to us to not only improve our products and services, but the customer experience as well. I would gladly pass along the feedback through the proper channels. I apologize that we are unable to assist with the account further, but please let us know if you need anything else, or feel free to create another post again in the future.

user_noname

Contributor

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168 Messages

1 year ago

@user_a3q7sh - Was this issue ever resolved by Xfinity ?

Your Home Network

user_a3q7sh

Slow Internet - 1.2 GB/s Plan only gives <400 MB/s

XfinityBillie

user_a3q7sh

user_czm2ap

XfinityBillie

XfinityThomasD

user_noname

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