5 Messages
Slow Speeds & D/Cs - help?
Hi there, I hope you're doing well.
I'm reaching out for support with some internet issues I've been experiencing over the past few days, which seem to be worsening. Devices are occasionally offline, and my connection is inconsistent.
Over ~2 hours, I ran multiple speed tests:
- Initial tests ranged from 8.9–19.26 Mbps, or the page error'd out
- Later, speeds fluctuated between 30–50 Mbps but quickly dropped back to the earlier results
- Oddly, upload speeds remain strong at over 200 Mbps
My plan offers download speeds up to 2000 Mbps.
I’ve already tried troubleshooting through the Xfinity Assistant and rebooted my devices. The system identified a network issue requiring a technician and prompted me to schedule an appointment. However, I have a few questions before moving forward with that step.
Could an Official Employee assist me via DM to investigate this further? I’d greatly appreciate the help. Thank you!
Accepted Solution
Zach-R
5 Messages
1 month ago
Hey folks,
The tech arrived and was able to resolve the issues I was experiencing.
They identified several unused splitters throughout our building, supporting my connection - so they removed them as necessary.
They also found the some of the coax terminations were rusted - they replaced those.
After they completed the repairs, they showed me a side-by-side comparison of the previously failed tests and the newly passing tests.
Connection's solid once again ✅
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XfinityChelseaB
Official Employee
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1.5K Messages
2 months ago
Hello @Zach-R, Thanks so much for taking a moment out of your day to leave a post on our community forum and we would be happy to help. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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EG
Expert
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109K Messages
2 months ago
@Zach-R @XfinityChelseaB
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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Zach-R
5 Messages
2 months ago
@EG
Solution is still WIP, but here's a summary of where I'm at so far.
Xfinity confirmed signal levels were out of range:
Xfinity identified 12 unplanned micro interruptions since the start of the year but no node-wide issues in the area.
In another last ditch attempt to resolve the issues, I did a "deep clean"; re-seated and cleaned all connections, ports, and the Gateway using isopropyl alcohol and compressed air. This improved speeds significantly to 831.35–934.27 Mbps but did not fully resolve the issue.
A technician visit has been scheduled, and Xfinity will follow up after the appointment to ensure the issue is resolved and discuss a credit or refund for the interruptions.
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EG
Expert
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109K Messages
2 months ago
Thanks for the updates. Please post back about how things turn out.
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EG
Expert
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109K Messages
1 month ago
Marked "Solved" topic now being closed.
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