Visitor
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1 Message
sporadically slow speeds on gig plan
I'd prefer to create a support ticket, but it looks like that's not possible through you website. I pay for gig speeds, and most of the time or connection is fine. Periodically, especially between the hours of 5-8pm, our speeds drop to < 10Mbps, making it mostly unusable at the times we want to use it the most. I have a modem and router that easily support those speeds, and checking on hardwired and wireless devices shows the same results, despite QoS settings. I've tried resetting/restarting everything in-home with no success, and double-checked all my device configurations which look fine, which leads me to believe it's an Xfinity issue. How can I get a real human to analyze the traffic and help with this? P.S. your chatbot is useless and almost definitely contributes to your churn numbers.
XfinityRaf
Official Employee
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1.2K Messages
5 hours ago
Good afternoon @user_fdv37u, and thanks for taking the time to report your internet speed issues. It sounds like you've run through some starter troubleshooting steps, so we'll jump right into the next phase. If you could send our team a direct message with your full name and full address, we can get started.
To send a "Direct Message" ("Private") message:
• Click "Sign In" if necessary
• Click the "Direct Message chat" 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
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