New Poster
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5 Messages
Slow Speed Terrible Support
I’ve been grappling with a frustrating issue lately and could use some insights or suggestions from the community. Over the past few nights, our internet upload speeds have been abysmally slow. During the day, everything runs smoothly at around 22mb/s, but come evening, the upload speed drops to less than 1mb/s. Interestingly, the download speeds are fine, with TCP download being slower while UDP download is fast. Upload is slow no matter what.
We’ve checked all connections, rebooted both the modem and router, and even bypassed the router by connecting the modem directly to the PC. To make matters more interesting, an Xfinity hotspot in the building is experiencing the same issue, so it seems unlikely that the problem lies with our equipment or setup.
We reached out to Xfinity chat support, but they were unhelpful and insisted on sending a technician, which involves a charge. Phone support was even less helpful, with no option to speak to a representative and the same push towards a paid technician visit. Messaging support through their app provided no real answers either—just a generic response that they’re aware of connection issues and want to send a tech out. I’m skeptical that a technician will solve the issue, especially since it appears to be affecting the entire building or possibly the neighborhood. I’d really like to avoid the hassle and cost of a tech visit if possible.
Has anyone encountered similar problems or have any suggestions on further troubleshooting steps we might have missed? Could this be an issue with the building’s or neighborhood’s infrastructure rather than our individual setup?
Any advice or ideas would be greatly appreciated!
XfinityAmandaB
Official Employee
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1.4K Messages
2 months ago
@hamster93 Thank you so much for your post for help with your upload speeds. That does sound like a frustrating issue especially if you like to use your connection more in the evening. To address your concern about a fee for the technician visit. A fee would only apply if you are within 30 days of setting up new equipment (installation fees) Or if our technicians locate the cause of an issue to not be Xfinity-related (our equipment or network). If the issue is caused by our products or services no fee would apply. It is normal practice to let any customer know about the potential fee. If your building is encountering the issue I would recommend you have anyone you know also encountering the issue reach out as well as setting up an appointment, so we can locate the cause for you and get this resolved.
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