Went back to the local store and they said could be a bad modem (xFi Gateway from xFinity). They gave us a new one and instructions how to set it up properly.
It's all set up right, has to be done via smartphone app. There is a test via the app to show speed to the gateway, comes up at 1,192 Mbps out of 1,000 Mbps.
Yet web pages and everything are still hesitating to load. Online speed test pages are even giving error messages that the test can not complete due to a problem with the network.
Any other ideas or suggestions?