Visitor
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2 Messages
Consistently slow speeds
I've been experiencing significantly slow speeds even after multiple restarts of the modem. I have a wired connection to the modem on my PC and am barely getting above 100 down. Wireless devices are barely over 40. I'm paying for 1GB speeds and can barely get a Netflix show to load without buffering in the next room. This is extremely frustrating when the app and customer phone line just say "nothing's wrong, goodbye" and there's no way to talk to an actual human.
user_with_slow_internet
Visitor
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2 Messages
2 months ago
I'm having the same issues.
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user_323c89
Contributor
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80 Messages
2 months ago
You’re going to need to provide a few more details to get some useful assistance in here. Which modem you’re using would be a good place to start.
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XfinityMarcus
Official Employee
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1.6K Messages
2 months ago
user_stuart1 thank you for using the Xfinity Community Forums page to reach out today. How is your weekend going so far? I understand we are trying to address concerns with your network speeds. Let's dive right into your connection together. Firstly, how long have you come cross these sorts of concerns? Also, are you using Xfinity provided equipment or using a customer owned device?
(edited)
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EG
Expert
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111.6K Messages
2 months ago
@user_stuart1 @XfinityMarcus
Please circle back here and post any possible solutions for the issue here in these open public forums so that all readers here may benefit from the exchange / info. This is in keeping with the spirit for which these public help forums were originally intended. Thank you.
(edited)
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XfinityFrank
Official Employee
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1.5K Messages
1 month ago
@user_stuart1, thank you very much for taking the time to work with us towards a resolution to your speed problem. Looks like after some general troubleshooting it looks like we had to get a tech involved that replaced some wiring on the inside of your building. I'm glad we could get things back on track! Please enjoy your service and take care!
(edited)
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EG
Expert
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111.6K Messages
1 month ago
@XfinityFrank @user_stuart1 @XfinityMarcus
I have re-opened this topic........ If known. Would you please share with the community what the solution for this issue was so that all readers here may benefit from it ? Thank you.
(edited)
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EG
Expert
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111.6K Messages
1 month ago
@XfinityFrank
Thanks for editing your last post and updating with a solution ! Re-closing this topic.
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Edgar231
Visitor
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1 Message
6 days ago
In my experience, the solution is to do a hard reboot of the modem. In my case it solves the problem for 1-2 months, and then it recurs. A very experienced Xfinity technician identified the slow download speed as a software bug. He told me that upon initialization, Xfinity provisions the modem with software that uniquely identifies your hardware, and provisions you as a customer. For reasons he didn't understand, my modem would "forget" certain parameters, which manifested itself as very slow internet speeds. Thinking that it could be a bad modem, I bought a new identical modem and found that it made no difference. I then returned the substitute and bought a modem from an entirely different manufacturer expecting that the software would be different. That made no difference either. Because in my area Xfinity is so much less expensive than the only other option (Fios), I'm willing to hard reboot every 1-2 months despite the occasional inconvenience. It is a hard problem to troubleshoot because it occurs rarely and randomly; the technician said he would report it but was skeptical that it would ever be fixed. That was about a year ago, and he was right!
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