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user_ljbliz
1st Topic

Visitor

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2 Messages

Monday, December 29th, 2025 6:07 PM

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Upload; IPv6 issues

Hello, about 2 days ago a couple of devices, mainly my desktop and laptop have had issues with loading certain websites, and when I run a speed test while I have great Download speeds and low latency, my upload speed is either 0 or pops an error during the speed test. I have tried to talk my way through it with the Customer support chatbot and it either gets stuck at the modem restart step or it says it has plain trouble getting my internet packets to test the connection. I was expecting at this point to able to schedule a technician appointment, but that option isn't showing.

To workaround the website loading issue, I disabled my IPv6 on my Desktop's network adapter, but even though that fixes the website issue, I'm still seeing an issue with the upload speeds. It's making it so I can't even attach a small file to an email. 

Is there a way to get a tech appointment scheduled or walk through this issue with a non ai-chatbot? Thanks!

Question

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Updated 

15 days ago

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XfinityPeterH

Official Employee

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2.5K Messages

22 days ago

 

user_ljbliz Happy to help you. Please send us your full name and complete address via our DM. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
  3. Click the "New message" (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.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

 

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user_ljbliz

Visitor

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2 Messages

@XfinityPeterH​ Hey thanks for your message, I was able to get an appointment through the phone. 

For those with similar issues, to techs both on the phone and in person the Gateway was showing no issues but when we tried a new Gateway the problem was solved. It's possible an outage/surge messed with the Gateway in some way. So try and use a new Gateway and it may help your issue!

17 days ago

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XfinityJorge

Official Employee

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2.7K Messages

user_ljbliz Thank you for the update, our team is always here to help and we are happy you got it taken care of. 
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

15 days ago

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