1 Message
Slow internet - throttling suspected - cannot talk to a live agent
We pay a significant amount of money every month for 600Mbps. My wife, who works from home, is not even reaching 20Mbps and often has her video meetings disrupted by the service. She is a professional and having meetings drop often is not acceptable. I do not need help troubleshooting or placing the router in the best location. I suspect she is being throttled as other devices on the same network and in the same physical location are not having the same bandwidth issues.
The automated messages are completely unhelpful and are a waste of my time. I am unable to speak to a live agent and call back is always mysteriously unavailable.
This is the worst customer service I have ever experienced - even worse than AT&T which is looking like the direction we will be heading shortly.
Any advice?
marym26
Frequent Visitor
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23 Messages
2 months ago
I agree with the throttling. I spent three hours in chat and on the phone complaining about the service and now am getting 93 mbps instead of 300. and paying $70 for it.
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user_jma2jw
1 Message
1 month ago
Internet speed went from 480 Mbps to 20 Mbps for the past 2 days. Can't get a live tech support on the line either. I connected my laptop via ethernet directly to SB cable modem to make sure it wasn't my WiFi. In Denver metro area.
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XfinityMarcus
Official Employee
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1.4K Messages
1 month ago
Thank you for using the Xfinity Community Forums to reach out today regarding your internet connection speeds. I know how impactful a slow connection can be, especially while attempting to work from home. How long has this issue been prevalent for your wife's devices?
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user_bs3tfa
7 Messages
1 month ago
If other devices in your local network are obtaining acceptable speeds, and it's just your wife's device having issues, the issue is likely with her device. Is she on a VPN? If you were being throttled, all devices on your network would likely be affected as generally the ISP can't differentiate between devices on your local network beyond the router, especially if you are using a customer owned router.
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