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user_fa8ebe
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6 Messages

Monday, December 4th, 2023 4:18 AM

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Work was done on my internet 12/1 and now it's too slow for me to work from home

I had an all-day internet outage Friday, Dec. 1. Today I am trying to work from home and my internet is too slow for me to do so. I had to drive into the office. Support attempted to troubleshoot and refresh but am still having the issue. Ticket number [Edited: "Personal Information"]

Question

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Updated 

1 year ago

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XfinityAldrik

Official Employee

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2.1K Messages

1 year ago

Thank you for taking the time to reach out to us @user_fa8ebe! Have your tried troubleshooting this issue with our amazing Xfinity app?

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user_fa8ebe

Visitor

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6 Messages

No one has been able to fix this.

1 year ago

0

XfinityAldrik

Official Employee

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2.1K Messages

Our team is here to help get your services working as they should be! You mentioned the speeds have been slower @user_fa8ebe, are you able to run a hardwired speed test using an ethernet cable on a Computer or laptop?

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_fa8ebe

Visitor

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6 Messages

The signal outside my house is weak. A speed test is irrelevant. 

1 year ago

0

CCXanadu

Retired Employee

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300 Messages

Actually, a hardwired speed test would help to confirm a few things. If you have your own equipment and it's a modem and router set up, that hardwired test can confirm that the issue is occurring due to issues with the router and not the modem itself. If you have a rented Xfinity gateway, that hardwired speed test can confirm that your gateway is receiving the correct speeds and helps to narrow down the connection issue is from the equipment that is connected to the WiFi. 

Any time a device goes offline for either maintenance or due to an issue with power, I always recommend performing a full power cycle. While it does come back online after the event, that cycle helps to ensure the updates are pushed out fully after the initial start back up. You mentioned performing troubleshooting before, did you perform that power cycle with them or during that troubleshooting?

1 year ago

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