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user_zmanr3
1st Topic

4 Messages

Wednesday, January 10th, 2024 3:36 PM

Closed

Why is my internet speed being limited to way less than I am paying for?

Several months ago Xfinity was in my area doing “network enhancements” and ever since then my internet download speed has been limited to 100 Mbps. I am paying for 800 Mbps.

Question

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Updated 

1 year ago

325

1

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XfinityGabriel

Official Employee

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2.2K Messages

1 year ago

Hi, @user_zmanr3! Welcome to the XFINITY forums page and thank you for visiting us on this platform for help with the internet speed concern. It can be a headache when experiencing slow speeds so let's get this fixed as quickly as possible. We are the right team to assist! When running those speed tests are you comparing results over a wired and wireless connection?

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user_zmanr3

4 Messages

Only wireless. I have never had any of my devices hard wired into the router. Before they were messing with the network I’m my area, I was consistently getting 400-600 Mbps through wireless.

1 year ago

0

XfinityGabriel

Official Employee

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2.2K Messages

Ah, okay. @user_zmanr3, Are you using router and a modem or is it all in one? Are you using a personal modem? Range and coverage can also be negatively impacted by many external factors such as house size, construction material, and interference material. Can you confirm if you are experiencing the same Internet speed while in close range to the modem?

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
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

1 year ago

0

user_zmanr3

4 Messages

Separate modem and router. The speed test from the picture I posted is from less than 5 feet away from the wireless router. If you look at the picture, it shows the data transfer speed from my router to my device is not an issue. The issue is the data speed from xfinity to my router. My router clearly shows that the incoming data speed is being limited by Xfinity. It has never said any of this until after they worked on the Xfinity network in my area.

1 year ago

0

XfinityGabriel

Official Employee

 • 

2.2K Messages

Thanks for confirming these details, @user_zmanr3! Are you using a personal modem or an XFINITY modem in bridgemode with your router? If you were to run an internet health test via the Xfinity app, what results do it pull for you?

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
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

1 year ago

0

user_zmanr3

4 Messages

It is a personal modem. I reset the modem through the Xfinity app and did a speed test through the Xfinity app. Same results, download speed never gets over 100 Mbps. There is no internet health test in the Xfinity app unless you have an Xfinity modem.

1 year ago

0

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