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user_nzxhc1
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Tuesday, August 20th, 2024 11:05 PM

Slow speeds to the Gateway

While running a speed test with the Xfinity App, I am getting very slow speeds (around 1100Mbps) even though I was upgraded to 2G.  I am really tired of contacting cust service and they just asked me to restart the modem with no resolution.  I am not talking about a speed test to my laptop or computer: I am talking about the speed to the gateway (To my home).  I am not having a steady signal, because I see the fluctuations while running the test with the Xfinity App.  Can a Supervisor from the Hartford County in Connecticut check this issue?  I've been having this issue since July 23. 2024 when the speed upgrade was made.  I've never had issues before with my speed. Please help me

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4 months ago

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XfinityJeniece

Official Employee

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2.5K Messages

4 months ago

Hey there, user_nzxhc1, thanks for reaching out through Xfinity Forums regarding your account. We definitely want to ensure you are getting the right speeds. I know how important it is to have the right speeds! We are happy to help with troubleshooting your speeds. Have you tried any other troubleshooting besides restarting the gateway? Do you have any splitters connected or amps? Are you using a separate router? 

 

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user_nzxhc1

2 Messages

4 months ago

Tech agents have done several test remotely but I'm still getting slow speeds while running the test with the Xfinity App. I don't have a separate router or splitters.  Let me emphasize that I am talking about the speed to the gateway, using the Xfinity app....the speed that I get home. I am not talking about the speeds of the devices like computers, laptops, etc. Last time I talked with an agent, he told her he was getting around 1200Mbps even though I have up to 2000Mbps. I have a screenshot of that chat.  

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XfinityRichard

Official Employee

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1.4K Messages

Thank you for that information. Let's look into this further for you. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard

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