Slow internet speed

I am subscribed to the 1100 Mbps speed tier, but I am consistently capping out at roughly 650 Mbps. I have verified that this is not a local Wi-Fi or router issue. My hardware is fully capable of multi-gigabit speeds and is connected via a 2.5Gbps port.

The speed bottleneck is occurring directly at the modem level. I need an escalation agent or a member of the Digital Care Team to check the backend database and verify the exact boot file / provisioning configuration file being pushed to my MAC address. It appears my account is mapped incorrectly on the backend or stuck on a legacy 600 Mbps profile. Please reprovision the line to match my current 1100 Mbps subscription tier.

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XfinityKam

Official Employee

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189 Messages

22 hours ago

Hello @user_05da6f Thanks for reaching out due to your speed capping at 650 MBPS, We can certainly look into this for you, could you tell me what your speed results are when running the test from our site on your network? https://speedtest.xfinity.com

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user_05da6f

Visitor

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4 Messages

21 hours ago

I always use that speed test to find out what my speed is. It is now showing 562

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XfinityShawn

Official Employee

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2.4K Messages

user_05da6f Do you see a service interruption message from the Xfinity app by any chance or no?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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21 hours ago

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user_05da6f

Visitor

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4 Messages

20 hours ago

No, it doesn't show any issues.

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XfinityKam

Official Employee

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189 Messages

@user_05da6f Okay from here I would like to do an account review,

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

Like

Reply

20 hours ago

0

EG

Expert

•

118K Messages

3 hours ago

@user_05da6f @XfinityKam

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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Your Home Network

user_05da6f

Slow internet speed

XfinityKam

user_05da6f

XfinityShawn

user_05da6f

XfinityKam

EG

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