Slow internet unless I am connected via a VPN

I am just hoping someone can help me escalate my issue to a higher tier support.

It is ridiculous that I am getting 10-60Mbps download when I paid for gigabit extra plan. When connected with a VPN, I can get 400-500 Mbps. Same hardware and same configuration except I am using a VPN.

Contacted 3 different agents at 3 different time and all I get is their same useless diagnostic (that I can do online at xfinity website myself), a gateway reboot or go to xfinity store for a new gateway. The issue is not locally on my end. It is whatever on your backend. Asked to get it escalated 2 different time and still nothing. The latest contact ended with agent said I will receive a call in 2 hours and got lied to.

This is literally the same issue I am having. ‎Xfinity Throttling or Peering Issue Upstream - Slow Speeds | Xfinity Community Forum

Responses

XfinityPeterH

Official Employee

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1.8K Messages

1 year ago

@user_u97s1s It is very common when using a VPN for your speeds to be lower. Now correct me if I am wrong but when you are not connected to a VPN your speeds are 10-60Mbps?

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U

user_u97s1s

2 Messages

When I am connected to a VPN I get 500 Mbps
When I am not connected to a VPN I get 10-60Mbps.
Both test are run with hardwire ethernet cable to the xfinity gateway. I have tried different ethernet adapter as well in case if it was something funky with the ethernet port but not luck.
I think there is a routing issue on xfinity end? Not sure.
This is the tracert cmd I run on my computer. It is different than my other computer when I connect it to the gateway with the same cable and IP address.
1 3 ms 1 ms 1 ms
2 13 ms 17 ms 17 ms
3 10 ms 9 ms 12 ms po-303-1227-rur401.sacramento.ca.ccal.comcast.net [96.110.159.157]
4 15 ms 15 ms 19 ms po-400-xar01.sacramento.ca.ccal.comcast.net [96.216.198.1]
5 * * * Request timed out.
6 26 ms 15 ms 17 ms ae-501-ar01.sacramento.ca.ccal.comcast.net [96.216.129.194]
7 22 ms 17 ms 21 ms be-36441-cs04.sunnyvale.ca.ibone.comcast.net [96.110.41.109]
8 19 ms 17 ms 18 ms be-1412-cr12.sunnyvale.ca.ibone.comcast.net [96.110.46.42]
9 19 ms 21 ms 13 ms be-303-cr12.9greatoaks.ca.ibone.comcast.net [96.110.37.178]
10 22 ms 21 ms 15 ms be-2412-pe12.9greatoaks.ca.ibone.comcast.net [96.110.33.46]
11 17 ms 21 ms 20 ms 66.208.233.94
12 24 ms 17 ms 17 ms 142.251.231.99
13 18 ms 18 ms 19 ms 142.251.228.229
14 20 ms 23 ms 18 ms dns.google [8.8.8.8]

(edited)

1 year ago

0

XfinityThomasC

Official Employee

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2.5K Messages

Hello, @user_u97s1s

Could you please send our team a direct message with your full name and full address? To send a direct message:

1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon

2. Click the "New message" (pencil and paper) icon

3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)

4. Type your message in the text area near the bottom of the window

5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!

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

0

EG

Expert

•

110K Messages

1 year ago

@user_u97s1s @XfinityThomasC

Please circle back here and post any possible solutions for the issue here in these open 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.

0

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user_u97s1s

Slow internet unless I am connected via a VPN

XfinityPeterH

user_u97s1s

XfinityThomasC

EG

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