speed problems

I am thrilled to see that Xfinity is increasing my already in theory speeds. Unfortunately my current speed listed at 800 mbps is only around 26 mbps in practice. This is probably my fault for not bringing it up sooner since this really began when Xfinity repaired the line some years back. I know that it is now suggested that i get a new router for the higher speeds but I am skeptical that the speed is a result of the router. I am paying top dollar for the internet so I am not sure what the next steps should be.

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XfinityPaula

Official Employee

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1.4K Messages

6 days ago

Hello Sb26983! Thanks so much for being with us over the years and I too am excited about the increase in the speeds. I'm sorry that you are not receiving anywhere near what you should have with such an amazing tier of Xfinity internet service. You are come to the right place for help, and we will assist you to make sure that you receive the speeds you should have.

Typical checks with internet speed issues would be resetting the modem and router or gateway depending on the device that you have. Also, if possible hard-wiring to the modem/gateway with a compatible ethernet cable and testing the speed again. This helps isolate the number of devices in the connection to help pinpoint what is causing the issue. Another possible item is if you use a VPN when connecting to the network. VPN's tend to slow down the connection. When checking the connection speed do you have multiple devices that are experiencing the same latency?

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Sb26983

New Poster

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6 Messages

Hi. Yes. Multiple devices are experiencing the same speed as measured by oogla and google speed tests. As mentioned before, the prioblem began when a truck snapped a wire on the street and the technician reconnected using another cable from the pole. I am paying 94.00 per month for mediocre speeds which used to be much higher. I have apple devices so no ethernet connection readily available but I will research. Seriously thinking of moving to Monkeybrains for 35.00 per month with higher speeds.

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6 days ago

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XfinityWilliam

Official Employee

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1.3K Messages

Sb26983 Thanks for this information. Let's take a closer look at your internet and see what is going on. Will you please send our team a direct message with your full name and full address?
~~~~
To send a "Direct Message" message:
• Click "Sign In" if necessary
• Click the "Direct Message" icon
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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

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Sb26983

New Poster

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6 Messages

I will try the solution to see what is going on. Thank you for giving me the place to properly ask my question. All the best to everyone at Xfinity both Official Employees and to EG the Expert. Perhaps you could have forwarded this but I am supposing this is a BOT answer.

Thank You

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15 hours ago

Sb26983

New Poster

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6 Messages

PS: I cannot find a DM icon anywhere.

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15 hours ago

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EG

Expert

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110.8K Messages

3 days ago

The concern is not "Home Security Devices And Equipment" help related........... Topic moved here to the proper help section.

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Your Home Network

Sb26983

speed problems

XfinityPaula

Sb26983

XfinityWilliam

Sb26983

Sb26983

EG

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