Last updated: 5/3/2017
Why is my Comcast internet slow?
That’s a question that most of us Comcast customers have asked at one point, and if you’re reading this article, then we’re going to assume you’re having problems with slow Comcast internet.
Tip: Be aware that Comcast will charge you a $50 technician fee if the visiting technician deems your equipment the cause of the problem.
The aim of this article is to give you some tips in trying to avoid those fees, minimize the frustration, and reduce the time you have to spend to get your slow internet fixed.
If you have any questions, feedback, or experiences to share, let us know in the comments.
Diagnosing your slow Comcast | Xfinity internet
1. Keep a record of the date of all issues and communications.
Use a cloud storage system like Google Drive or iCloud to store a text document on your phone or computer. Keep track of the date, a summary of the issue, and any other relevant information (see our tips below for more info you might want to track).
Comcast support will be referring to notes that are recorded every time you discuss any issue with them. Being able to give consistent information regarding your issues will help prevent misunderstandings. The more clearly you can explain your issues the more time you’ll save.
The ability to refer to exact dates and times will also help ensure you get the full amount owed when asking for an account credit.
2. Confirm the download and upload speeds of your internet plan.
Call Comcast customer support @ 1-800-XFINITY (1-800-934-6489). Choose the option to speak to the billing department and ask what speed in Mbps (megabits per second) your plan should be.
While you’re on the phone:
- Clear your browser’s cache.
- Reboot your computer.
- Unplug your modem and router.
- Plug your modem and router back in.
By this time you should have the information from the Comcast rep. Once you do, just hang up. Don’t remain on the phone as the rep will likely try to upsell you. Don’t be rude, but don’t feel bad either, just simply hang up.
3. Go to testmy.net and run speed tests on your internet connection.
Be sure to log in every time you test your internet speed so you’ll have a history that you can compare and refer to should issues arise again.
- Create an account to automatically save all your test results.
- Select “Download Test.”
- Select “Manual Test Size” and select 200 MB. People have reported that certain ISPs have “burst” speeds designed specifically to give higher speeds for default speed tests. This is why we don’t use speedtest.net since it doesn’t allow us to set the size of test packets.
- Repeat the first two steps for “Upload Test.”
- Test multiple devices if you can. This will help rule out things like malware slowing down a particular device.
Tip: move away from the idea of telephone customer service
And start embracing things such as Twitter, Reddit, and other social media platforms. The public nature of these platforms usually creates an incentive for companies to resolve your problems quickly and efficiently.
The tradeoff is that these platforms are also cheaper for the companies, but hey, everyone wins so let’s embrace it.
In our experience, Twitter has been the most responsive forum for getting internet issues resolved when dealing with Comcast.
If you haven’t used Twitter, you may have a negative view of it since it’s one of the main forums that well-known personalities, athletes, stars use to embarrass themselves.
However, for our purposes here, just think of Twitter as a way to publicly text message Comcast, and we’ll give you a quick guide on how to setup and get your problem addressed.
4. Go to Twitter and select “sign up.”
- Go to https://twitter.com/comcastcares.
- Select “Tweet to” and inform them that you’ve reset your modem/router, cleared your cache, and rebooted.
Tell them the speeds you’re getting on testmy.net and be sure to send multiple tweets if you need to due to the character limit (just select “tweet to” and send multiple messages if you need).
ComcastCares will Tweet back to you within a few hours, and there’s the added advantage that they respond to tweets 24 hours a day.
Once they respond, you’ll receive a notification, but be sure to just log into your Twitter account and check in case notifications aren’t working. When they respond, they’ll probably ask you to direct message them your account info.
5. Go back to @Comcastcares and select “message.”
- Include whatever info they request.
- Follow whatever steps they recommend.
Congrats, you’ve avoided spending 30+ minutes on the phone only to be transferred multiple times and repeatedly asked to do the same troubleshooting steps over and over.
You’ll also have a written record of the interactions and instructions to refer to later for an account credit.
Be sure to ask for a credit for all periods of outages and interruptions during your billing period (you might get additional days you weren’t aware of).