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user_8b77vh
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Visitor

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2 Messages

Thursday, August 6th, 2026 6:50 PM

Terrible Internet Service

I am getting disgusted with Xfinity internet service. About two months ago service started deteriorating. Buffering, stuttering on game playing. About that time 4 and possibly 5 messages from Xfinity that network problems have been detected and that repairs would take hours. Nothing has improved. A technician suggested that I get a new router, $300 later and no improvement at all. In an effort to improve service I upgraded internet from 400mbs to 1Gig and still no change. I run speed tests, I contact Xfinity but the only thing they can confirm is that I'm paying for 1GIG service. There is no way I can confirm that I'm receiving 1GIG. Xfinity is ripping me off and they don't care.

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21 hours ago

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XfinityMarcus

Official Employee

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2.3K Messages

2 days ago

user_8b77vh thank you for using the Xfinity Community Forums page to reach out today. I want to turn your frown upside down regarding our internet services. I know how important a healthy connection is as a self-proclaimed gamer. Let's see what we can do to assist you on our end. 

Please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

 

Here's the detailed steps to direct message us:

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

(edited)

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user_8b77vh

Visitor

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2 Messages

22 hours ago

Turn my frown upside down? Xfinity employees do nothing to help their customers only insult them.

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XfinityMarcus

Official Employee

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2.3K Messages

user_8b77vh We certainly don't intend to insult any of our valued customers, but would rather ensure you have the Xfinity experience you anticipate and deserve! Please get that direct message sent on over to us. That way, I can take a look at your service from our perspective and also review the signal in the overall area to know if there is a larger issue at hand impacting things for you. I would also like to review the notations tied to your account to see more about what steps have already been completed in efforts to resolve your connectivity concerns.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
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21 hours ago

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EG

Expert

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119.9K Messages

21 hours ago

@user_8b77vh @XfinityMarcus 

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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