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Slow internet speed both on my desktop and smartphone

Customer Question
Slow internet speed both...

Slow internet speed both on my desktop and smartphone (WiFi). Have Xfinity modum/router.

Technician's Assistant: What's the model of your XFinity router?

Someone at my door. excuse me one moment.

Technician's Assistant: What have you tried so far?

Sorry. I'm back now. Haven't tried anything yet. Looking for suyggestions.

Technician's Assistant: Anything else you want the Network Expert to know before I connect you?

Not that I can think of other than the computer is protected by GEEKZ so you might run into that.

Submitted: 7 months ago.Category: Computer
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Answered in 2 minutes by:
12/22/2017
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago
Karthik
Karthik, Computer Hardware Engineer
Category: Computer
Satisfied Customers: 519
Experience: Senior Engineer at CSS Corp
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Hello. My name is***** to JustAnswer. I'm reviewing your question now, and will post back with your reply momentarily.

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Customer reply replied 7 months ago
Model is SN###-##-####CM MAC 48F7COAE1311
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

Before we proceed further, I would like to ask you few question about this problem. Have you check the speed in the desktop computer using hardwired(Ethernet cable)?

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Customer reply replied 7 months ago
No
Customer reply replied 7 months ago
The computer is hardwired to the modem.
Customer reply replied 7 months ago
At least it used to be.
Customer reply replied 7 months ago
I just confirmed that it still is connected via cable
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

I could you that you have requested for the secure remote assistance. It will be very easy if I go ahead a take the remote access of the computer but there is some issue occurred. If you still need the remote assistance?

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Customer reply replied 7 months ago
You may take remote access.
Customer reply replied 7 months ago
I re-entered the credit card info in response to an error message.
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

Still I am have this same issue payment failed. You can contact JustAnswer's Customer Service by clicking on the Contact Us button at the bottom of your screen or by going to this link: http://ww2.justanswer.com/customer-support They will rectify this error message, please do not worry.

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Customer reply replied 7 months ago
I have re-entered the payment method with a new card.
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

Pleas give me a minute. Let me check from my end.

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Customer reply replied 7 months ago
Sorry about the credit card issue. Both cards are good but give me the "Payment Error" message. We can terminate unless you are still checking on your end.My hope was to run a speed test on the modem to rule that out. I suspect modem because my smartphone is also slow (iPhone 7+).
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

I checked from end, it seems like your bank is not authorizing the payment. Please contact the bank for further inquiry.

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Customer reply replied 7 months ago
OK. I'll sign off for now.
Tech Support Specialist: Karthik, Computer Hardware Engineer replied 7 months ago

Okay, Please let me know once you are back after checking with the bank. I am really sorry for the inconvenience.

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