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user_e8c9f4
20th Anniversary celebration
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Visitor

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5 Messages

Saturday, September 27th, 2025

Why no real support

I have 2.0 GB speed which I’ve paid for but I never receive. Your support people don’t support what you have sold. Basically they run tests. Tell me my modem is no good and that I have to use yours. Even though my modem meets all the specs that you specify on your website and is an approved modem. Explain that to me please

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21 days ago

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XfinityBenny

Official Employee

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1.1K Messages

29 days ago

@user_e8c9f4 Thanks for adding a post. Xfinity Gateways have the latest technology to meet the enhanced speed requirements. Only some modems can reach them, for example customer-owned modems are not currently compatible with X-Class speeds. Compare all the approved modems here https://www.xfinity.com/support/internet/customerowned. Use the Xfinity Gateway for a month and discover the differences in speed and worry free management. https://www.xfinity.com/support/articles/why-rent-wireless-gateway

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user_e8c9f4

Visitor

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5 Messages

Not an answer but a sales

pitch. I am using an approved modem, one which YOUR WEBSITE says WILL perform but, never does. Why is that? Why is it that I get 2g speed occasionally but not consistently. Why? Why does my neighbors all have the same problem too? Why?

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29 days ago

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XfinityBenny

Official Employee

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1.1K Messages

@user_e8c9f4 Try the Xfinity Gateway for a month. It will show you the differences and confirm what troubleshooting has suggested in order to reach the enhanced speeds. It is a good way to verify that resolution, and also enjoy the latest network features. 

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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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29 days ago

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user_e8c9f4

Visitor

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5 Messages

You’re answer is forget

the assurances you have made

online that using my own approved modem will supply what I need and

instead you must use our

modem. Sorry but I’ve had friends who have done that and their speed is actually gone down not up so no, I’m not doing that. Supply the service I’m paying for.

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27 days ago

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XfinityBenjaminM

Official Employee

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2.5K Messages

 

user_e8c9f4 The other option would be to have a technician out to the home. They will be happy to look at the signal inside and outside the home. If they also do not find anything wrong with what we are sending you, they may suggest using an Xfinity Gateway to support X-Class internet. They will also often have modems with them to test so that you get a better idea of why this is being suggested to you.

 

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

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27 days ago

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user_e8c9f4

Visitor

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5 Messages

I am so tired of you and everyone in your firm trying to shove your equipment down my throat. I’m using an approved modem. What have you done to it to prevent it from working effectively?

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21 days ago

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