Wifi plan

I pay for the 2100 download speed and when I do a test ( off of the Xfinity app) I’m only getting 1000 -900. My account was a personal account which is now a bulk account. I have the xb10. I’m paying for a service I’m not receiving. Tech support was out 2 times and tested everything and everything passed with flying colors. Even got a new modem and there is no work being done in my neighborhood that network knows about that should be causing this issue. Please if someone can help me. Also when I call the bulk phone line they say my apartment complex has zero cap for speed limits.

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XfinityCliff

Official Employee

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154 Posts

2 hours ago

Hello @user_ljp9de and thank you for reaching out to our Xfinity Community forums with your concern! We're here to help! 😀

There are four ethernet ports on the back of the modem, 2x10 Gb (top 2 ports) and 2x1 Gb ports (bottom 2 ports). Are you connecting via one of the 10 Gb ports when running your test?

We can definitely look into this further for you. For us to do so, please send us a Direct Message* that includes your full name and service address. (I've included some handy instructions on how to do so below.)

How to Send Us a Direct Message*:
(*Note: Never send a direct message to us unless requested by us.)

Click "Sign In" if necessary.
Click the "Direct Messaging" icon or visit Xfinity Direct Messaging.
Click the "New message" (pencil and paper) icon.
In the "To:" line, type "Xfinity Support".
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1…

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user_ljp9de

Wifi plan

XfinityCliff

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