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Internet Speed not upgraded

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Frequent Visitor

Internet Speed not upgraded

Hello,

 

I recently ordered a new speed increase to my interent but when I check in the "My Plan" section of my account, it states I will be recieving the same internet speed I currently have now.  Is this a mistake?  When I submitted the order, it clearly stated Performance Pro 100mbps at $49.99.  However, when i check "My Plan" it has it as 25mbps.  Can you please verify which speed I am going to get?  If it is the lower speed, I would just like to cancel since this is clearly a bate and switch.

 

I have attached some photos for your convenience.  Please let me know if you any further information.  Thank you for your reply.

 

Accepted Solution

Re: Internet Speed not upgraded

I had to figure this out on my own.
View answer in context
Problem Solver

Re: Internet Speed not upgraded

Hello Chi2,

 

I apologize for the confusion. I can confirm that you are receiving the Performance Pro internet package. When your new bill prints, you will be able to see a line item, named "Speed Increase Performance Pro". Please let me know if you need help with anything else.




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Frequent Visitor

Re: Internet Speed not upgraded

Thank you for your reply Curtis.

 

Can you please confirm the new speed (in Mbps) and the price it will be monthly?

Problem Solver

Re: Internet Speed not upgraded

Hello Chi2,

 

ComcastCurtiss is out of the office today, but I will be happy to assist you in his stead. I can confirm that you will be receiving the Performance Pro speed tier, which is 100 Mbps download/ 5 upload. The monthly rate for this is $49.99.




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Mark it as a solution!solution Icon
Frequent Visitor

Re: Internet Speed not upgraded

Hello,

 

I just checked and I am still receiving 30Mbps capped download and 5 capped upload.  They also already billed me for the speed increase.  Why is the speed increase not implemented when I am already billed for it?  When is the speed increase suppose to happen?

 

Thank you for the reply

Frequent Visitor

Re: Internet Speed not upgraded

Hello?

 

I am still receiving a 30mbps down and 5 mbps up capped speed that is no where close to the 100 mbps download that I am being billed.  Now I have to pay a bill that includes a speed increase that I am definitely not receiving.

 

I have the ARRIS SB6141 modem which can definitely handle the 100mbps speed increase.

 

What is going on here?!

Frequent Visitor

Re: Internet Speed not upgraded

I just had to pay for a bill, with a speed increase charge that I never got, since it is due and I did not want a late charge.  Will I get any kind of reimbursement for something I never got?  Will I ever get my speed increase?

 

Hello?

Frequent Visitor

Re: Internet Speed not upgraded

I had to figure this out on my own.
Contributor

Re: Internet Speed not upgraded

I'm getting a new Arris modem on Wednesday with a faster router.  I'm concerned about not getting the speed I should be getting.  Can you share how you figured it out on your own?  Thanks in advance.

Regular Visitor

Re: Internet Speed not upgraded

This is the great speed I got after upgrading my Blast to the 150 download speed. They get paid, I get nothing but counted as using more data. Yay xfinity.

 

Speedtest
18.22 down
13.2 upload

xfinity speedtest
18.15 down
12.34 up

Regular Visitor

Re: Internet Speed not upgraded

Same here:

 

Speedtest
18.22 down
13.2 upload

xfinity speedtest
18.15 down
12.34 up