2 Messages
X2 2gbit package and all new equipment. Only see speeds on 600mbps
I have been an customer for 6+ years and for the most part am happy with my service. My issue is Internet speeds. Originally I started with the 300mbps plan and had no issues. I was upgrade per promo to 800 and saw about 400mbps through wifi on average. Not bad for wifi. I ended upgrading again later with a new promo to the 1200mbps plan with unlimited as I was going over my monthly limit watching 4k tv. The first rep who signed me up sent a corrupted boot file to my modem for speed provisioning and it shut my Internet down for a week. After multiple calls and chats I was able to get it back online but my speeds were capped at 50mbps. It was very frustrating. Another 2 weeks went by and they sent another boot file and my speeds came back to the 400mbps area. I requested a tech visit as I was told there was an issue in my neighborhood and they promised a free visit. The tech came by and tested the coaxial inside my house and said he saw a weak signal. The coaxial cable was about a year old coming from the splitter outside into the house. So I had it replaced (not by Xfinity) with new quad shielded UV rated coaxial. Not cheap. Then Xfinity charged me 100 dollars for the visit that was supposed to be free! More calls and chats were made and they dropped the charge and sent another tech to check again. This tech said he saw a bad signal at the pole outside. So not the issue with my cable and I could've saved myself some cash. I decided it was time to upgrade my modem and router as mine were limited to 1gb speeds. I bought a new Arris S33 DOCSIS 3.1 with 3gb capability and an Asus AX86U Pro with 4gb plus speed rating. I was now seeing around 600mbps wifi and Ethernet at my router and at my modem. They sent yet another tech out who replaced the coaxial from the pole to my house and added a new splitter and grounded it. Same speeds. He then said the cables in the neighborhood are super old and there's no way Xfinity was going to replace them anytime soon. I asked about the Fiber Node and Amplifier that serves my neighborhood and he said they were also old and not rated for Gb speeds. I have contacted Xfinity over and over and no resolve whatsoever. I haven't even gotten a credit for the hassle or outages. Last night they sent me a notification that my service would be out for a few hours for maintenance. As I am now on the X2 2gb service I was hoping to see some improvement. Last night the highest speed I achieved was 700mbps wifi and Ethernet. 50mbps upload. Nowhere near the 2gb down or 200mb up so I wasn't surprised. This morning once the Internet came back online I am now receiving 600mbps down and 20mbps up! [Edited: "Language"] It got worse over night. I don't know what to do at this point. It seems a class action lawsuit is reasonable at this point but they hold a monopoly on the social services in my area. I'm not the only one, all my neighbors have the same issue and just gave up. Maybe someone on here has a way to go around customer service and talk to an actual supervisor who is in this country. I'm not sure what the next step is. I do know that Ting will be available soon with fiber and once they are I'll pay whatever early term fee there is and I'm gone. Xfinity will be losing me soon.
XfinityAldrik
Official Employee
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2.1K Messages
3 months ago
Thank you for reaching out to us @dcw1300! I know I would want speeds closer to the ones offered in my subscribed speed tier. We really appreciate you for sharing all these details. Typically, we prefer to wait to apply any adjustments until the issue is fully resolved, however, this situation is unique since there was not an estimate on when the network upgrades would occur.
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://forums.xfinity.com/direct-messaging
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.
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dcw1300
2 Messages
2 months ago
Received a message from customer support regarding this issue. They made all the same excuses and I formed me that I have to have several tech visits for them to escalate the situation further. I've had plenty of tech visits already, all of which resulted in the tech telling me the problem is the coaxial being super old in my neighborhood. The last emtech even showed me that the node and amplifier in my neighborhood isn't even capable of gigabit service but they are still willing to sell it to you. Very unfortunate and dishonest of Comcast/Xfinity. Even better is you have to hope the tech is honest and says that the problem is on their end or they will charge you $100 for the visit. The first tech said that since all my equipment and coaxial cable is new that he saw the issue on the line before it even came into my house. Xfinity then proceeded to charge me anyways. Now they want me to have multiple techs come by to tell me the same exact thing and then I have to argue with the billing department on why I shouldn't be charged. It's a bit ridiculous paying for service for years and somehow it's my problem they can't provide me with the service I pay for. I literally cannot wait for Ting Fiber to be available here. They're close. I've already made a deposit on the first month of service and they provide completely free install. Fiber straight to your house. Plus a free ONT and you can run Ethernet wherever you want. No contracts and only $89 a month for 2gb download and upload. So far everyone who has it is getting exactly the speeds promised. My pain will end soon and hopefully others will switch over as well.
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EG
Expert
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109.9K Messages
2 months ago
@dcw1300
Regardless of anything else that may be going on, you will not get the proper speeds with that S33 modem as it is not compatible with their new Next Gen speeds. Currently, only these are;
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