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Gigabit Tier My Account App

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New Poster

Gigabit Tier My Account App

Using the My Account App my Gigabit Internet Tier (Speeds up to 986Mbps) just changed to (Speeds up to 789Mbps)    I was not notified of any speed reduction or changes to my service.   I asked another Gigabit customer if their (Speeds up to) had also changed using the App and his changed as well.   We are both in the Keystone (West) Region.   

Is this a known issue with the My Account App or have my speeds been reduced ?

We are both using Version 1.30.1.130 of the App

Accepted Solution

Re: Gigabit Tier My Account App

Everyone, 

 

The information for your Gigabit speeds on the website and My Account is incorrect and your service has not been impacted. We apologize for the inconvenience and are working to correct this as quickly as possible. 

 

KenF

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Official Employee

Re: Gigabit Tier My Account App

Hi, isoviux - Could you please provide a screenshot from My Account app? Your speed definitely didn't reduce. 


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New Poster

Re: Gigabit Tier My Account App

Here is what I am seeing in the App

IMG_2159.jpg
New Poster

Re: Gigabit Tier My Account App

Here is what it "used" to say

IMG_2181.jpg
Official Employee

Re: Gigabit Tier My Account App

@isoviux - Thank you so much for the screenshots. I need to investigate it further to see if there is an issue with the app or with the particular area. Please send me a private message with your full name and phone number. 


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Frequent Visitor

Re: Gigabit Tier My Account App

I'm having the exact same issue.  Today when I logged in to my account with Comcast, I can see my Gigabit tier says speeds "up to 789 mpbs" instead of 986 mbps as it had been.  I was not notified of any speed decrease, and I would expect to see a reduction in my pricing if this is indeed true.

20180301_122519.jpg
Frequent Visitor

Re: Gigabit Tier My Account App

And this is just not an issue with the mobile app, I logged on to the website via my desktop computer and I confirmed that my speeds for BOTH upload and download are showing slower than previously with the Gigabit tier (upload should be 45 mbps), with no prior communicaiton from Comcast and no reduction in my bill?  This is super crappy on Comcast's part.  

2018-03-01_12-34-56.png
Official Employee

Re: Gigabit Tier My Account App

Hi MEGRIMLOCK. Thanks for posting your screenshots as well. I can help investigate into the same issue you have experienced. They me be something cause the degradation of the achievable speed. I'd like to poll our CMTS and your modem diagnostics. Please send me a private message and include your full name and account primary phone number so I can access your equipment.


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New Poster

Re: Gigabit Tier My Account App

I live in Blacksburg, Virginia and I have also noticed this change in my Comcast app. This is a crappy way to communicate a 20% reduction in speed. 789 is hardly what you could even call "gigabit."

Official Employee

Re: Gigabit Tier My Account App

 

colinlord, as far as I know, Gigabit is still up to 940mbps/35 Mbps in your area. 
 


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New Poster

Re: Gigabit Tier My Account App

Comcast please fix your App or tell us why our speeds have been reduced
2B17AC8B-960F-4BA0-A362-E5DA070C7F22.jpeg
Official Employee

Re: Gigabit Tier My Account App

Comcast please fix your App or tell us why our speeds have been reduced

I believe this to be an issue with the app. I'll reach out to our engineers. 

 

KenF


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New Poster

Re: Gigabit Tier My Account App

This does not seem to be just an issue in only the app.

 

I see this new speed in both the app and on the Xfinity site. I also have run a speed test and compared it to when I had the gigabit plan added about 2 months ago. This is from being hard wired directly into the modem. The set up is identical. The speeds are markedly different.

 

Picture 1: when my plan said I would have speed up to 986 Mbps...2 months ago.

Picture 2: after I noticed my "gigabit" plan was now only offering 789 Mbps...yesterday.

pic1.png
pic2.png
Official Employee

Re: Gigabit Tier My Account App

 

colinlord, We are taking a look into the Gigabit speed description on the app and the site. I will update this thread when I have more info. 

 

KenF


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Official Employee

Re: Gigabit Tier My Account App

Everyone, 

 

The information for your Gigabit speeds on the website and My Account is incorrect and your service has not been impacted. We apologize for the inconvenience and are working to correct this as quickly as possible. 

 

KenF


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