Upgraded plan speed still slow

Hello,

I upgraded today from 500mb to 1gib but I am still getting the 500mb speeds. Customer service said it should take between 15 to 20 minutes, but a couple hours and restarts later its still the same.

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XfinityCliff

Official Employee

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691 Messages

8 days ago

Hello @user_lfzdgp, and thanks for reaching out with your concerns on our Xfinity Community forums!

I can understand why you'd be concerned. If you've already restarted the modem and waited a few hours after the upgrade, it's reasonable to expect to see some change in performance.

To help narrow things down, are you testing over Wi-Fi or a direct Ethernet connection? Also, what modem or gateway are you using, and what speeds are you seeing when you run a speed test?

If you have the Xfinity app, I'd recommend checking the speed being delivered to the gateway. If the app shows Gigabit speeds reaching the gateway but your device is still seeing around 500 Mbps, that can indicate a limitation with the device, Wi-Fi connection, or network adapter. If the gateway itself is only receiving around 500 Mbps, that may point to a provisioning issue with the recent plan change.

Let us know what equipment you're using and whether your speed test results are coming from Wi-Fi or Ethernet, and we can help point you in the right direction.

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user_lfzdgp

Visitor

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3 Messages

Hello I am connected using an ethernet cable. I am looking at speeds around 500Mbps-600Mbps. I am using the xb8. My Xfinity app its not working after I put the 6 digit code I get “Access not authorized” and “You signed in successfully, but you must be an Xfinity user to enjoy this service.” I’ve tried multiple devices with the same result. Thank you!

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8 days ago

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XfinityDilary

Official Employee

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3.8K Messages

user_lfzdgp I'm sorry to hear that. Have you confirmed you're signing in with the primary ID? If you're using the correct ID, try signing out of all Xfinity apps and browsers, then sign back in at xfinity.com to confirm the account is recognized properly. You can also try clearing the Xfinity app's cache/data (or uninstalling and reinstalling the app) before signing in again. To help narrow this down further, are you able to sign in successfully at Xfinity.com and view your account information there, or do you receive the same "Access not authorized" message? Additionally, when did you first notice the issue? This will help us determine whether we're dealing with an app issue or an account access problem.

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8 days ago

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user_lfzdgp

Visitor

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3 Messages

@XfinityDilary I can access Xfinity.com normally the issue its only for the app. Also if I try to make changes for my internet plan I see this at the top. Could it be that the change its still getting processed?

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8 days ago

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XfinityDilary

Official Employee

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3.8K Messages

user_lfzdgp. Let's take a look here. Could you please send our team a Direct Message with your name and service address? Our team can take a further look at this issue.

To send a Direct Message:

Click "Sign In" if necessary

• Click the "Direct Messaging chat" icon

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "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

For an example of how to send us a direct message, check out this link:

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

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.
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8 days ago

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Customer Service

user_lfzdgp

Upgraded plan speed still slow

XfinityCliff

user_lfzdgp

XfinityDilary

user_lfzdgp

XfinityDilary

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