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user_semz9q
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Wednesday, November 5th, 2025 8:54 PM

RE: Can't get speeds I'm paying for

I'm having the same problem.  spent hours on the phone, made an in person appointment at the store, then they scheduled a tech.  Came home early today from work to wait for the tech then got an automated message that service call was cancelled.  Now trying to get through to a person to reschedule.  I pay over $100 month for 1gb and mostly get <200mbps.  Customer service is the worst.  I want my money back!!!

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26 days ago

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XfinitySara

Official Employee

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2.3K Messages

3 months ago

Hey there, @user_semz9q! Thank you for leaving a comment with your similar concerns on this user's post. I want to make sure we properly address your particular account in a timely manner, so I've converted your comment into its own post under your own profile :) Our team would love to take a closer look and see what can be done to fully resolve this for you. Could you please send our team a direct message to continue?

 

To send a direct message:

  • Ensure you are first signed in, then you will see a chat box icon at the top right of your page. Click that or follow this link here: https://forums.xfinity.com/direct-messaging
  • From there, click the 'New Message' icon. In the 'To' field, type 'Xfinity Support'.
  • Type your message in the text area that appears at the bottom of the window and hit enter to send. An official employee, such as myself or whoever is first available, will respond.

To expedite your request, we ask that you please include your name and the service address alongside a detailed summary of your request/question. Thank you!

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EG

Expert

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115.7K Messages

3 months ago

@user_semz9q @XfinitySara

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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user_abpt3n

Visitor

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1 Message

28 days ago

Likewise here.  I got talked into the 1.2G speed.  I got new equipment to be able to handle the speed.  I occasionally hit 800-850 (and I have actually on occasion hit 1.1G) but mostly I'm running about 400.  If I plug into the router directly (at the time I'm getting 400 on wifi, I get about 500).  While that is plenty fast enough for what I usually need, why am I getting only half the speed I'm paying for.  The internet also will just sporadically drop down to nothing or very slow (like 2-4).  This is random and usually comes back up within 5-10 minutes.  What is the deal.  Is our infrastructure not able to actually handle this speed?

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XfinityMarcus

Official Employee

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2.1K Messages

Getting the speeds you're paying for is important, user_abpt3n, and we want to ensure you are getting the proper Xfinity experience you deserve. Can you send over a direct message with your full name and complete service address to get started?

 

 

Here's the detailed steps to direct message us:

• Click "Sign In" if necessary

• Click the "Direct Messaging" icon (upper right corner of this page)

• Click the "New message" (pencil and paper) icon

• Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list

• Type your message in the text area near the bottom of the window

• Press Enter to send your message. 

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26 days ago

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