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user_s81g38
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3 Messages

Sunday, May 4th, 2025 12:21 PM

No/slow internet

Yesterday morning I woke up to no hard wired Ethernet internet from my gateway. Wi-Fi worked. I tried rebooting my hard wired desktop and gateway box several times and even changed the Ethernet cable. Nothing. So I exchanged my gateway box at an Xfinity store and got 9mb/s Ethernet. I am paying for 1 gb/s internet. Wi-Fi worked OK. I rebooted computer and gateway several times again and swapped Ethernet cables bit still 9 mb/s. This morning I got no Ethernet internet again. Please help. 

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11 days ago

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XfinityBillie

Official Employee

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3.3K Messages

18 days ago

 

user_s81g38 Thank you for taking the time to reach out to us here on our Xfinity Forums. I can understand how frustrating it can be if you aren't able to utilize the Ethernet connection. I know we definitely rely on ours if we have any major downloads to do. I appreciate you letting me know that you have swapped the gateway, as well as tried a new Ethernet cord. Just to clarify, have you tried any other Ethernet ports on the modem itself? Or tried to connect a different device via Ethernet to rule out it being an issue with the device trying to connect?

 

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user_s81g38

Visitor

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3 Messages

I tried all of the ethernet ports on the old gateway and the new gateway.  I do not have another computer that I could try to use on the ethernet.  

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18 days ago

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XfinityBillie

Official Employee

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3.3K Messages

 

user_s81g38 No worries, I'd like to do some additional troubleshooting on our end to see what's happening. Please send us a DM to Xfinity Support with your full name and address to get started. 

To send a direct message:
Click "Sign In" if necessary
Click the "Direct Message" icon or  https://forums.xfinity.com/direct-messaging
Click the "New message" (pen and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
A "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window   
Press Enter to send it

 

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18 days ago

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user_s81g38

Visitor

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3 Messages

After a couple days of trying to get some customer support or help, I finally gave up.  Nothing I had tried helped.  Then without me doing anything, the internet started working again.  I am convinced that Comcast/Xfinity just stopped giving me the internet speed I have been paying for for about a week, then it started working again.  I did nothing to make this happen.  This really [Edit: Language] that I get my speed pinched off and i cannot contact a single person to find out what is going on.  

(edited)

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13 days ago

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XfinityThomasA

Official Employee

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2.4K Messages

Hello, user_s81g38. Thank you for your feedback and for joining the Xfinity Forums community. This is not the feeling we want. Have you tried using the Xfinity app to check your account status and/or troubleshoot when you experience an issue? It works great and is easy to use. If nothing is reported, you can even use the app to troubleshoot. Our team would be happy to help too. We'll ask a few questions to get a better understanding and work together towards a fix. Have you noticed this issue in a certain room or when using a certain device?

 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

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11 days ago

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EG

Expert

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110.5K Messages

18 days ago

@user_s81g38 @XfinityBillie 

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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