Visitor
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1 Message
Need Technician - Xfinity Assistant Doesn't Work
My wired upload speed is 4 Mbps on a 35 Mbps plan, and my download speed is fluctuating. This started immediately after a recent outage. I’m using an XB7 gateway. This is a service degradation and line or node impairment, not Wi-Fi. I need a technician ticket opened to check upstream signal levels to the tap and escalate to maintenance. Please assist.
XfinityAirelle
Official Employee
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3.1K Messages
1 month ago
We appreciate the detail you included. That helps a lot.
If you’re seeing 4 Mbps upload on a 35 Mbps plan over a wired connection, and this started right after a recent interruption, that’s definitely not something we want to ignore.
You’re absolutely right that testing wired removes Wi-Fi from the equation.
Can you initiate a direct message and start with your full name and address? To start a direct message, you must be signed in. Please click the "Direct Messaging" icon in the top right of the page next to the bell, and send your message to "Xfinity Support". Talk to you there!
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EG
Expert
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116.9K Messages
1 month ago
@user_w15gu5 @XfinityAirelle
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.
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BruceW
Gold Problem Solver
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27.2K Messages
1 month ago
Once again I remind you: It's unwise to say "next to the bell" unless you somehow know that the poster is using a desktop or laptop computer. These have a "bell" icon for notifications, but many posters are using phones or tablets, and many (most? all?) of these mobile devices do not have a "bell" icon -- they handle notifications in a different way.
When employees direct the enormous number of users of mobile devices to an icon that does not exist on their screens, it's an unfortunate and confusing waste of time for those users. It also runs up the company's support costs and further tarnishes its reputation.
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