Visitor
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1 Message
Slower internet speeds
Hello,
I have recently moved into a new apartment and with it transferred my service and equipment to said apartment. It was unnecessary to test internet speeds at the old apartment, but at this one I am getting 40-60Mbps download speeds tested through xfinity's speed test website while I am paying for 600. If I test through other websites that number typically goes down to 25. This has been tested on multiple devices both connected wirelessly and with an ethernet cable. I have restarted my gateway multiple times. The phone application is reporting that my gateway normally gets 600Mbps speed, however it has multiple times also reported around 480Mbps. Attempting to use the Xfinity chatbot at all is useless and one live service agent never actually answered my messages.
I just want the internet I am currently paying for.
Update: Swapped out the gateway at the local xfinity store, we are now getting 85Mbps download.
XfinityArmand
Official Employee
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2.3K Messages
12 days ago
Thank you so much for taking the time to reach out to Xfinity Support @user_ex1fd1! We are so glad to hear from you and want to assist with addressing your service concerns. Your internet should work as intended, and we are here to ensure that it does. Please feel free to shoot us over a private message with your details so that we can work on getting this squared away for you.
To send a "direct message" / "private message" message to Xfinity Support:
• Click "Sign In" if necessary
• Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
• Click the "New message" (pencil and paper) icon
• The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there
• As you are typing a drop-down list appears. Select "Xfinity Support" from that list
• An "Xfinity Support" graphic replaces the "To:" line
• Type your message in the text area near the bottom of the window
• Press Enter to send it
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EG
Expert
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112.8K Messages
12 days ago
@user_ex1fd1 @XfinityArmand
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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zandor60657
Contributor
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217 Messages
12 days ago
What sort of apartment building? Inside wiring is the building owner's problem, at least officially. In larger apartment buildings, especially if it's a hi-rise, inside wiring is the landlord's problem. Then in smaller and especially smaller and older buildings they just run wires around the outside of the building, drill a hole in the wall where the cable needs to go and the tenants call the cable company if something needs fixing. That's all rather unofficial, but that's how it was done in a few places I've lived. Basically the landlord didn't provide cable or cable infrastructure, but tenants were allowed to have it installed.
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EG
Expert
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112.8K Messages
12 days ago
@zandor60657
?
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