Visitor
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7 Messages
Throttled connection, no help from customer service so far.
So the story goes as such, recently I upgraded from my 1100mb connection to a 2gig connection because, it was cheaper, so why not? So far though after 2 weeks, I saw speeds in the 2gig range for....about 10 minutes after I made the change on the site and never since.
I have spoken with more than a couple representative who so far have just had me reset my Modem a dozen times, which surprise, has done absolutely nothing. Then told me, we will send signals to your modem, so just hang up now and call back in a few hours or days if it does not fix the problem. It has not.
Where it gets weird though is my connection is a constant 1050-1100mb when ran on a comcasts own speed test. Not terrible of course, but not what I am paying for either. Also oddly exactly what my old service was capped at. Coincidence? ....I feel not but every representative tells me it is. Oh and I should also point out when I check my speed, the follow up page literally tells me my "plan" is 1100mb, and the Xfinity AI assistant when I ask it what my plan is? You guessed it, it tells me 1100mb/s. Oh and the phone app...guess what it says, you got it again, 1100mb/s plan. (I have mentioned this several dozen times to agents who all tell me its just a coincidence and it should correct itself in a bit of time, except I changed the service like 2 weeks ago, so i feel like it has already been a "bit" of time).
(To be fair my billing of course, that says I have the 2 gig connection, just to be transparent)
Seriously though I just can't NOT feel like its no coincidence that my previous speed cap is exactly what my bandwidth appears to have been throttled to for around 2 weeks.
Also yes, I have triple checked and confirmed my hardware is more than capable of running 2gig through the ethernet. (It's hardwired and technically I have an additional router besides the built in comcast one, but it is running in access point mode and said "secondary" router, a TP-link BE 11000, has 5gig ports, because I like buying things I don't really need. Even the ethernet cables themselves are overkill as they are Cat8). Also made dang sure I had my ethernet connection in to the, at least supposed to be, 2.5g port on the Xfinity modem/router, and have tried both straight hardwired to my pc and through the access point, no difference.
Also again obviously my hardware must have supported it for me to get those like 10 minutes of 2000mb speeds after I changed packages.
Not really sure what to do next, as so far it just feels like Xfinity reps are just trying the literally "Jingle some keys in front of him and hope it distracts me to make me go away" method whenever I speak to someone. I am not trying to be rude, I just would like to get what I am paying for, honestly I wouldn't even really be that mad if someone from Xfinity told me that they can't support 2gig speed where I live if it is some sort of limitation where they just can't deliver, but if that is what is offered I would like to get what I pay for.
I just now remembered it seems it can't even be that they can't provide that speed to me, because Xfinity's own app when I test speed from them to the gateway it easily hits 2000-2300mb every time I run that (just ran it and got 2376mb/s to the gateway), so I see no possible way it's not a problem with throttling the connection, again seeing as my hardware WAS able to get 2000mb download speeds from them, for however short a time.
(edited)
EG
Expert
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114.2K Messages
23 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityAdrienne
Official Employee
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1.6K Messages
23 days ago
Good Morning, @user_g0ylxe! Thank you so much for taking the time to reach out to us here on the Xfinity Forums! I do apprecaite you sharing all the details with us, and what you have completed. We would be happy to further troubleshoot with you to ensure that your connection is stable. Can you please send us a DM to get started?
Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forum's page.
Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message” icon (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the "to" line and select "Xfinity Support" from the drop-down list
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• Press Enter to send your message
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user_g0ylxe
Visitor
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7 Messages
23 days ago
As an update to this, after speaking with a rep I have found yet another strange "coincidence", up until now after changing my services I was not able to access any of the change services options, which I just now got into the services and when I pick the "2 gig" plan I currently have (there are 2 2gig plans listed for some reason, maybe because of the deal I got when I added it the first time?), the cart itself calls it...... 1.2gig speed. Which of course when I go to the Next option to change services...it crashes. I have not been able to use the xfinity app or website to get to my "change" service options ever since I changed it 2 weeks ago or so.
So I have to wonder, is it possible you have a plan setup that while it calls itself 2 Gig it is internally set to limit (hopefully accidently) to 1.2 gig?
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user_g0ylxe
Visitor
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7 Messages
23 days ago
Bonus pictures of the change services options on the website calling my services 1.2g instead of 2gig. Yeah I am sorry but there is just no way this can be a coincidence, there must be something mislabeled on the backend that is making the system throttle my speeds.
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user_g0ylxe
Visitor
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7 Messages
23 days ago
I swear I am trying my hardest not to get angry with people at this point, but so far I have spoke with 5 different people, via phone or via chat, and have had them try to blame my phone for not being able to deliver 2gig speeds... when I am using hardwired ethernet connections.....to a computer, to my computer being the problem because its a custom built pc (it is not the problem, my ethernet port on my pc is plenty capable of 2gig speeds, to my pc wifi being the problem when I have never turned the wifi on my pc on in 3 years. To my modem being the problem after 3 other agents claimed the modem was plenty capable enough to deliver the speeds, oh and the fact that I was literally able to get 2000mb download speeds until I changed my internet plan, making that make zero sense. Oh and they told me to just go drive 50-60 miles to the nearest xfinity store to get the new modem because its the only way they would give me one, even though yet again I have been told my current modem is capable of 2gig speeds by previous reps, and ya know the fact it literally did get 2gig speeds for a bit. (These are all facts I have had to tell them multiple times before and during the times they were telling me its the hardware's fault)
While even after showing them pictures of several of Xfinity's own webpages and services calling my internet plan 1.2gig speed....which magically is exactly what I seem to be throttled at, every single one has ignored this and told me it must be hardware, and its just some 1 in a million fluke that everything is telling me I have a 1.2gig plan.
I mean they have offered to send a tech out, but seriously, that would be a waste of their time and mine as while I can't 100% guarantee it couldn't be some 1 in a million fluke modem problem, I would argue I can 99.999% guarantee it isn't.
I have spent half a day on the phone and my patience has worn extremely thin.
Oh and I tried real hard after like hour 7 today on the phone of resetting modem and answering the same questions over and over, to not pull a "Let me speak to your supervisor" moment, but I lost said battle and apparently was told by the last rep, "No, there are no supervisor's to speak to." and even asked if someone could call me back, which I got a No as a response, not sure if this is normal or not, but really aggravating.
(edited)
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