K

Visitor

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2 Messages

Sunday, June 8th, 2025 7:24 PM

Slow WiFi Speeds and HORRIBLE Customer Service

I recently got Gigabit wifi and do not see anywhere near those speeds. My download speed in practice when installing apps or games is usually around 15 megabytes per second and peaks at 40 ish. I am running a wired connection from my desktop. I have tried multiple ethernet cords with rated speeds at or exceeding 10 Gbps but the 20 to 40 Mbps does not budge. I have changed which port I used on the router, and I have updated LAN drivers on the mobo. The mobo has a 1Gbps LAN port. Nothing has helped. I have done online speed tests. The standard google chrome one shows 18.6 Mbps. The google fiber website speed tests shows 98.8 Mbps. Using the Xfinity speed test website I get 432.2 Mbps but this seems really low for the 1100 Gbps advertised that I pay for considering I have a wired connection and it is even far below that number (by a factor of 10 minimum) when I go to use it.

The most frustrating part though is the horrible automated customer service. It asks irrelevant questions or does not have responses available for the actual problem I am having. Not having a person to answer questions is ridiculous. The bot just says that it works and hangs up after a while while it clearly is not working. Xfinity needs to have some real customer support. 

Official Employee

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153 Messages

11 days ago

Hello @KilroyE, Thank you for taking the time out of your day to leave a post. I hope your week is off to a great start. Sorry to hear you are having issues with your speed. Are you using your modem or our Xfinity Gateway? Have you tried any troubleshooting steps? 

Visitor

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2 Messages

Hello, I am using the Xfinity Gateway that was provided upon purchase. I have tried multiple troubleshooting methods: Xfinity website troubleshooting with the bot, unplugging and plugging back in cords, replacing ethernet cord, trying different ports on the router, restarting router, reinstalling drivers, intel LAN driver troubleshooting software, motherboard troubleshooting software. I also explored in settings to find anything that might limit download speeds but found nothing.

Official Employee

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153 Messages

@KilroyE, thank you for providing all the troubleshooting steps that you have completed. 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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.

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