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Dennis_
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Regular Visitor

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7 Messages

Thursday, August 4th, 2022 12:37 PM

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Throttling Website

Xfinity is throttling a website for home users. The website is only access by 50 people in the US and Canada. Users on other ISPs have no issues. Xfinity users experience very slow download speeds. The same Xfinity users can use a VPN service and the website speeds are great. This proves that Xfinity is throttling the website.

I have Xfinity gigabit service and I'm directly wired into the modem. I get over 800mbps down and low latency. I can reproduce the same slowness and then fast downloads on a VPN.

Xfinity home tech support is unable to grasp this problem. They want to troubleshoot the modem but this is happening to 25 different users in different areas of South Florida. Business support wants nothing to do with this due to the site not being hosted with Xfinity. 

Does Comcast / Xfinity have a department that I can report this to? Phone support is no help. 

Question

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Updated 

3 years ago

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2

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XfinityOrlandoM

Official Employee

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2K Messages

3 years ago

@Dennis_

I work from home and have teenagers that are avid online gamers so having a stable & reliable connection is a must, let’s get this resolved for you. This link https://comca.st/3A2f74g has great trouble shooting information, if the issues are not resolved remotely the amazing Xfinity my account app would allow you to then schedule a tech to come out and resolve the issues

 

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Dennis_

Regular Visitor

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7 Messages

@XfinityOrlandoM​ The slowness is only happening to 1 website. I have 15 other Comcast users with the same slowness. It's not my hardware. I can hide my traffic using a VPN and the slowness goes away. 

I'm wired directly into the comcast modem so it's not a wifi issue. My gigabit speeds are good.

3 years ago

0

XfinityOrlandoM

Official Employee

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2K Messages

@Dennis_ 

Could you please send our team a direct message with your full name and full address? Our team can most definitely take a further look at this issue.

 

To send a "Direct Message" to Xfinity Support:

 

Click "Sign In" if necessary

 

Click the "Direct Messaging" icon or https://comca.st/3EqVMu7

 

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

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick
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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

3 years ago

0

NoNoBadPuppy

Problem Solver

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543 Messages

3 years ago

Are you aware that servers can limit the speed at which clients can download? I do not believe that xfinity is throttling just that website.  You should contact that admins of the website and ask them what download speeds they have set for that website.  I think you will learn that it is the website itself that has a limit on how fast you can download.  It is a common practice to limit downloads to deal with network congestion.  It really would not make sense for an ISP to 'throttle' a particular website, unless said website has entered into an agreement with xfinity to do so. 

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Dennis_

Regular Visitor

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7 Messages

@NoNoBadPuppy​ I have spoken to the website admins. This is only happening to comcast customers. I have tested with Verizon, ATT, and Spectrum and the test file we are downloading takes less than 2 minutes on those isp's. On Comcast the same file takes 10 minutes. If you use a VPN service with Comcast the file takes less than 2 minutes. The VPN is hiding the traffic and the file downloads in a normal time. The VPN even slows down my gigabit service and I still can download faster with it.

This points to Comcast throttling the website. 

3 years ago

0

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