connectivity problems

I have 1 Gbps service that was working fine for months. Last week, it dropped to 10-50 Mbps, as shown in the Xfinity app gateway speed test. Tech was here today for over an hour. Replaced coax from the pole all the way into the house. Tested everything and said the problem was fixed. Things were OK for about 2 hours, then dropped back to the 10-50 Mbps range.

Clearly there is a hardware or software problem upstream from, or in, my XB8 gateway. I've restarted it at least 8 times with zero improvement. I'm 10 minutes away from just cancelling my Xfinity service and going back to Verizon FioS, which never had any problems (only switched to Xfinity for the better pricing).

How can I get this totally and permanently resolved? Already wasted many hours this week. Thanks.

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XfinityJustinC

Official Employee

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1.8K Messages

16 hours ago

Hello, @user_7s72nz thank you for reaching out over Xfinity Forums for support. Working from home myself, I completely understand the frustration when your home network isn't running properly. With being new to the Xfinity Forum I understand if you're not familiar with posting on a correct board, since this is a public gathering spot employee replies may be delayed when not posting on a support board. Here is a great link to review the forum guidelines for future posts: https://forums.xfinity.com/conversations/guidelines/xfinity-forum-guidelines/602da8fdc5375f08cd20b38c

Please follow up at your convenience if you're still experiencing service issues I'd like to investigate further if needed.

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user_7s72nz

Visitor

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2 Messages

Since my post on Saturday, I've had three truck rolls, three attempts to fix the problem, and three re-occurrences of the problem. The "fixes" would work for a few hours - I'd see 1+ Gbps speed from the headend to the gateway and see ~750 Mbps on my laptop via Cat6 cable. But then the gateway speed would drop back to 30-50 Mbps. This happened on Saturday, on Sunday, and again today (Monday). I spoke to "advanced tech support" this morning, who pushed a magic button and made things work properly. But, of course, an hour later I was back to very slow speeds. I already talked to Verizon about their FioS service, and they're ready to give a nice 3-year deal on 1 G service. If Comcast / Xfinity can't resolve my issue by Tuesday and make it a *permanent* solution, I'm going to have no choice but to cancel my Xfinity service and switch to Verizon. (I had FioS years ago and it was extremely reliable; it was only a nice price package from Xfinity that got me to switch.)

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16 hours ago

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XfinityLinda

Official Employee

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2.2K Messages

@user_7s72nz Oh, no. Sorry to hear about the experience. We definitely don't want you to switch. Please send us a Direct Message with your full name and service address, so we may investigate this for you. We look forward to hearing from you.

To start a Direct Message: 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

• Type your message in the text area near the bottom of the window

• Press Enter to send your message

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15 hours ago

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Your Home Network

user_7s72nz

connectivity problems

XfinityJustinC

user_7s72nz

XfinityLinda

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