2 Messages
Speed Issue
Thought I would try here to find a solution before giving up and switching to a different provider.
Started having speed issues about 4 days ago. We have a 200mbps plan with 1.2TB limit. Speed has suddenly gone from consistently over 200mbps to less than 40mbps. Also had some issues with connecting today. I went through all of Xfinity's troubleshooting, including resetting the model 5 times today. We have made no changes to our home network, including no added devices. After spending hours today with the chat bots and speaking to a support person who admitted that our speed was being throttled (although we've used less than 1/3 of our limit), I have had just about enough. The technician also said the only way to fix the issue was to upgrade us to unlimited, for an extra charge, of course. [Edited: "Language"].
We've been getting flyers telling us that another very well known provider has entered our neighborhood and I plan on contacting them tomorrow to switch unless our issue is fixed immediately. I know this won't happen so this is almost certainly "au revoir, Xfinity".
Anyway, I just needed to vent a little because the support Xfinity provides is infuriatingly insufficient.
XfinityBenny
Official Employee
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929 Messages
2 years ago
@user_9a5fa3 Thanks for posting your feedback. There is no, and we mean zero throttling of home internet service! You can count on that, and we have the best service to rely on. Usually customers get more speed than the subscribed amount when connecting directly. I work from home and enjoy more speed than my plan when I run speed tests with one device connected to my network. It makes me really happy, and we can ensure you have the same experience. If you have speed issues, that means something is going on or the placement of the modem needs to be improved. We're happy to help you get the most out of your connection and troubleshoot. Let us know what you have done so far, what devices you have, and how you're connecting.
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cotonymopar
3 Messages
2 years ago
I have unlimited, and today, I went from having over 400Mbps down to 90 Mbps, and was even at 20Mbps when on the phone.. been a customer for a long long time... and all they could do is set an appointment for the tech to come in 2 days...
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user_9a5fa3
2 Messages
2 years ago
Just to close this out. The problem was not resolved, been running anywhere from 4mbps to 42mbps but paying for 200mbps. Google Fiber coming tomorrow to let me know what they can do. Neighbors say they're great. So, since Xfinity can't fix a problem that gone on for almost 2 weeks, looks like I'll be spending my money elsewhere.
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cotonymopar
3 Messages
2 years ago
Well, service tech came out and checked all the lines from the supply to my modem, and through his equipment, was able to see 2Gbps, but when he hooked up to my modem, it was all over the place with drops. so he suggested a new modem, which I bought and replaced. still same problem, speed the exact same as before with older modem... Had a CM1200 Netgear, and replaced with motorola mb6811, and both give me the same speed. so if there is no throttleing going on, why are two modems acting and giving me the same speed? the line right up to the modem is 2Gbps, but with the "firmware" installed by comcast, it is only allowing speeds of 93.3Mbps, my plan is for 1Gbps....
Frustrated as I was getting those speeds until this past monday.. now I have been "limited" to under 100Mbps, sometime when doing a speed check, its 20.
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