Skip to main content

    Support

    Offers

C
charlieoneg
1st Reply
1st Topic
1st Like

7 Messages

Wednesday, October 18th, 2023 1:52 AM

Closed

You’re getting 0% of your plan speed.

Does somebody here has the power to escalate my issue? I’m getting 0% of my plan speed at evenings. When I call or ask for support they just say will update you about the issue and they never do. Has been 6 months already. 

Yo’re getting 0% of your plan speed. 

Speed to gateaway: 3 Mbps 
plan speed: 1,000 Mbps
upload speed: 0 mbps

Latency: 813 ms

Question

 • 

Updated 

2 years ago

536

2

0

XfinityChelseaB

Official Employee

 • 

1.7K Messages

2 years ago

Hello @charlieoneg, Thanks so much for taking a moment out of your day to leave a post on our community forum. If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.

0

0

EG

Expert

 • 

110.6K Messages

2 years ago

@charlieoneg @XfinityChelseaB @XfinityRichard 

Please circle back here and post any possible solutions for the issue here in these open forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.

(edited)

2

0

charlieoneg

7 Messages

20 days later I’m still getting 0% speed. 6 technicians and multiple phone calls. They don’t care as long as they get a paycheck and I keep paying on time. 

2 years ago

0

XfinityRichard

Official Employee

 • 

1.9K Messages

Hi there, @charlieoneg! Thank you so much for reaching out to your Digital Care team. Thank you for being so patient while you waited to connect with me. Oh no, I'm very sorry for the trouble you are experiencing with your Internet service. Please be assured you reached the right person to assist you. Can you please DM me your first and last name along with your full-service address so that I can assist you further?

To send a direct message [private message]:

  •   Click "Sign In" if necessary
  •   Click the "Direct Message" icon 
  •   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

2 years ago

0

forum icon

New to the Community?

Start Here