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user_cb8sfw
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Friday, August 29th, 2025

Xfinity support

I’ve had Xfinity for quite some time and noticed I was not getting the download and upload speeds I used to. I had a tech come over and check the coax line from the box and my Netgear CM1000 modem and determined that the issue was the modem because my download speeds were 500 and upload was 5. I purchased a brand new $500 Netgear CAX80, top of the line modem/router, and found the issue persisted. The Xfinity assistant is telling me that my modem cannot keep up with the speeds of the internet (which is simply not true.) Is there something that needs to be done on Xfinity’s end to let my modem receive the internet speeds it’s being sent?

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2 months ago

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user_cb8sfw

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2 Messages

2 months ago

I have a 1gb plan and both the modems and router were reset, power cycled and firmwares were up to date*

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XfinitySean

Official Employee

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209 Messages

Hi there user_cb8sfw! We appreciate you reaching out through our community forums! It's definitely frustrating to continue running into issues, even after replacing your equipment. Since you've already had a technician out, we'd be more than happy to look over the account to test the connection to the modem from our side. Please send us a direct message with your full name, name on the account (if different), and service address, so we can pull up your account and get the ball rolling.

• To send a direct message, please click on the chat icon in the top-right corner • of the screen, and select "Xfinity Support" to initiate a live chat. 

• Click "Sign In" if necessary

• Click the "direct messaging" icon or https://comca.st/3J0ir1l

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

• Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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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