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user_tkqipd
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2 Messages

09/12/2026 3:24 PM

Internet been slow for a while

I got the 1Gb plan and the internet has been crazy. 40% input loss for gaming, lagged online meeting, and can only watch 720p videos (anything higher cause constant pause and load every minute) 

Tried rebooting all devices and the modem and nothing helped. The online test always came back “ok” but in reality I’m paying for an insanely slow internet. I need to resolve this asap. 

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Updated 

4 days ago

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EG

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121.4K Messages

11 days ago

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XfinityPaula

Official Employee

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2.4K Messages

9 days ago

Hello user_tkqipd! Thank you for creating a post and for letting us know about the internet service trouble. I'm sorry that your connections and speed have been lacking. Thank you for trying to reboot all the devices, I know that it usually the first step I take, and I'm thankful when it's a simple fix. @EG shared a great link for troubleshooting steps that can help resolve the interruptions as well. Did you have a change to try any of those steps? 
When the reboot doesn't work the next step I take is connect my computer to the gateway to bypass my router in case it's the issue. Are you able to test a hardwired connection to gateway/modem? I would like to know if the connection / speed is still lacking with a direct connection. 

 

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user_tkqipd

Visitor

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2 Messages

I don’t have ping issues - the input loss is still crazy regardless of troubleshooting 

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6 days ago

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XfinityMelinda

Official Employee

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374 Messages

Hello @user_tkqipd, thank you for the update. I understand how frustrating it is when the connection appears fine on tests, but you're still experiencing input loss while gaming, lag during online meetings, and buffering when trying to stream higher-quality video.

We'd like to take a closer look at what's happening. When you experience the input loss, are you connected through WiFi or with an Ethernet cable? Also, are you noticing the issue across multiple devices, or primarily while gaming?

Any additional details you can provide will help us better understand the issue and determine the best next steps. We're here to help!

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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4 days ago

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