Visitor
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1 Message
Internet slow and customer support is non existent
Been pulling my hair out because my Internet service has been abysmal for over a week. Been restarting my modem via the app and I'm convinced it doesn't even restart that way. I've reset the modem manually and the router the same by unplugging and restarting. I've tried to use the useless AI assistant that knows nothing and comes to the conclusion that it's not Xfinity's fault, it's every devices in my home's fault. Everything is fine on their end so it can't be figured out and instead just go in a loop. Apparently even calling an Xfinity store just brings you to a useless AI call that also helps nothing. So the only way to reach someone is via the forums in a public facing way. Which doesn't convince me that even the assistants here are even human. If Xfinity didn't have a monopoly to the building and allowed for other hard-line Internet providers I would switch in a heartbeat. But I get no choice in the matter anyways. I pay for 1.8gb Internet. Why is it I get 1.1mbps down and 6mbps up. It's not even close. I can barely watch a show without it looking like it's 240p and I can't game without lag.
XfinityPaula
Official Employee
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2K Messages
22 days ago
Hello user_0fdd3u! I hope that you are doing well. I'm sorry to read about the slow internet service you have had for about the last week. I know how frustrating it can be when you are trying to work or watch a show, but the speed prevents programs and shows from loading. Usually the Xfinity app is great for troubleshooting, but when it's not finding an issue when you are experiencing the issue it's troublesome to work through.
In the steps that you have taken so far to reset and troubleshoot the connection and speed do you have the option to bypass the router and connect a device directly to the modem to run a speed test and see if the issue continues with that connection? I would love to help out and ensure that we get the speeds back to where they should be for your connections. Are you using a Xfinity gateway or do you have a owned modem?
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