6 Messages
Slow Speed-paying for 1.2gbps and getting 25mbps
I am not sure who to contact at this point to get it corrected because it seems like no one can figure out the issue. It started over 6 months ago when we received notification we would have service disruption due to work being done in our area to prepare for an upgrade. We started to experience slow internet connection shortly after. It was slower but still manageable. Over the past 6 weeks it has become horrible. Our internet is getting anywhere between 25-50 m when we are paying for over 1000. This is causing our wireless TV boxes to freeze and pause while we are trying to watch TV or stream. It has gotten so bad now that it happens every few minutes. My children are also having issues playing video games. I used the app several times to trouble shoot and was eventually prompted to schedule a technician. The technician came out and looked over a few things and determined we needed a new gateway. This seemed to work for a few days but the issue started again. I used the app again and a new technician appointment was scheduled. He spent more time trying a few things and eventually determined the line underground that was feeding the internet from the box to our home needed to be replaced. This took almost 2 weeks but we were hopeful this would correct the issue. The line was replaced and it helped for about a week but we started experiencing the issues again last week. A new technician came out this past Saturday and spent a good amount of time working on things outside but could not figure out the problem. Our service is now worse then it was before he came out on Saturday. I am extremely frustrated at this point. Any advice from someone who has had the same issue and has gotten it corrected would be helpful.
user_8f3a46
5 Messages
1 year ago
So I actually posted initially in the wrong section, but I have had the same issues going on since September. We had issues with programming and changed some of ours and from that point on we have had nothing but problems. We were finally able to get a new modem and since getting the new one we had issues with our other services that we were finally able to get fixed to some extent, but the internet has not been fixed at all. The funny part is, during prime time hours when we should have some lower download speeds we are actually getting the best speeds. I have seen speeds of 900mbs during 6pm to 9pm sporadically, but any other times even at 2:30am to 4:00am when I should have great speeds I am getting 90 to 170mbs.
Every time we talk to support its the same little script, unplug this, restart that, and reset this. Nothing has worked and they just keep doing the same thing. I have even dealt with support through the forums and have been disconnected, and left with no response for hours there, and have gotten no resolution.
We have even sent screenshots from their own speed test showing the trash speeds.
(edited)
1
0
XfinityAmandaB
Official Employee
•
2.2K Messages
1 year ago
@user_a1w78q Thank you so much for your post, our team would be more than happy to help!
Please note that sending unsolicited private messages to myself or any other user is a direct violation of our forum guidelines. Per those guidelines, continued violations could be subject to a revocation of your Xfinity Forum privileges. We never want to get to that point with any user, so we recommend reviewing those guidelines thoroughly. You must first create a Public post requesting assistance, and once a Comcast verified employee responds and asks for a private message to be sent, you can then proceed with doing so. This is just a heads-up for future reference, but I look forward to further assisting you.
1
user_mk288l
1 Message
1 year ago
I am having this exact issue. Almost everything happened in the same order as well. Got a new gateway that could reach the speeds I’m paying for. Still had issues. Then had a technician say that the line going into the box in the sidewalk needed to be changed. It worked fine for about a week. This all happened back in August. Every other day my speeds have been throttled down to about 10-40 mbps which is about 1-3% of the 1200 I pay for. Coming home from work and expecting fast internet is a dream I guess. Talking to the chat in the mobile app is the same copy and paste [Edited: "Language"].
(edited)
2
user_if9ssk
2 Messages
1 year ago
Having the same issues. Pay for up to 300mbs but am only getting 9mbs currently and averages around 50-60mbps. This has been an issue for months. There have been times it has jumped into the 100's, but usually not for long. Running a fairly decent modem that can more than handle up to 1Gps and CAT6 cables so there should be no issue with my hardware. It's ridiculous honestly. I have reset the modem multiple times over the months and nothing has helped.
3
user_a1w78q
6 Messages
1 year ago
Well spoke too soon. Having the same issues again. Even worse now. Had to schedule another technician appointment and the executive customer service person did not return my calls.
1
0