lori2291's profile

Frequent Visitor

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16 Messages

Monday, December 9th, 2019 10:00 AM

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Paying for gigabit only getting 320mbps

I work from home and my job requires over 500mbps due to constant video conferencing from all over the world, many internet browser windows open simultaneously, and multiple programs open at one time. I had a comcast service tech come out today due to internet speeds fluctuating and not getting near gig speeds. He told me to back my gigabit speed down to 500 mbps because I would never reach gigabit speeds. I have the comcast upgraded modem and still not hitting those speeds. any way I can reach those speeds?

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Frequent Visitor

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16 Messages

6 years ago

thank you! I look forward to interacting with them to solve this issue.

Official Employee

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1K Messages

6 years ago

Hello, lori2291! Welcome to the Xfinity Forums!

I'm really glad you reached out to us about this. We definitely want you to be able to fully enjoy the service you are paying for. I'd love to look over your account to help pinpoint the cause of your diminished speeds so we can get it corrected as quickly as possible. 

Please send us a private message with your first and last name as well as your service address so we can assist. 
 
 To send a private message, click my name "Comcast_Support", then click "send a message".

 

Frequent Visitor

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16 Messages

6 years ago

Now that you mention it, my tv has begun to pixelate as of late. didn't notice that before. I definitely will.

Frequent Visitor

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16 Messages

6 years ago

No. the speed does not change when people are home vs. away. I tested the speed around 11 am this morning and pulled down a whopping 11 mbps. if fluctuates horribly so much so that my video conference feed glitches and the wifi calling that I rely on drops calls often. I was even on the phone with comcast and the call was dropped numerous times due to fluctuations.

Frequent Visitor

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16 Messages

6 years ago

just sent you a message

Problem Solver

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857 Messages

6 years ago

Are your HD tv's ever effected with pixelating? If so it might be outside on the pole a damaged wire or a box not set properly. Please post what Comcast does to fix it so others can see what it was. Thanks. Good luck.

Frequent Visitor

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16 Messages

6 years ago

So now I am becoming incredibly frustrated at this point. I had a Comcast technician come out for the second time last night (two different techs one on Monday and one last night), and he took a few filters off and claimed he was going to get a gig tester and come back out to test again. When we tested the speed it fluctuated horribly. The highest we got was 650 and when the test was done it ended up being 433. Just tested it this morning and it is now 21. the tech last night informed me that the glitching on my online streaming was due to the signal trying to get the HD picture. I have PM'ed the Comcast support but cannot seem to get any resolution. It's nice to get a $10 credit but, my question is how much $$$ have I wasted since August when I upgraded to the xFi advantage program? 

Problem Solver

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857 Messages

6 years ago

Don't give up. Eventually they will figure out what is wrong it just takes awhile to get the tech who has the right experience , who has seen the problem before to work on your issue. But I know from my own experience how frustrating it can be.  But don't give up.

Official Employee

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6.9K Messages

6 years ago

I understand your frustration @lori2291. I'd be happy to investigate further. I'll start by checking your node and signals and go from there. Please send a private message with your first and last name as it appears on your account? To send a private message, click on "ComcastChe” and then click “send a message". 

Problem Solver

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857 Messages

6 years ago

If and when your issue is solved please post the solution so the rest of us can learn how to deal with similar issues. Thanks.

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