Visitor
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1 Message
Billing Dispute – Paying for 2 Gig Service but Account Shows 100 Mbps
I’m contacting you regarding a significant discrepancy with my internet service.
I recently updated my Xfinity service and selected the 2 Gig Internet plan, which is listed on my order/account documentation as providing download speeds up to 2,000 Mbps and upload speeds up to 250 Mbps for $140 per month.
However, when reviewing my Xfinity account today, I noticed that my current internet service is showing only 100 Mbps.
If my service has actually been provisioned at 100 Mbps while I have been billed for the 2 Gig plan, I would like this investigated and corrected immediately. I should not be charged the 2 Gig rate for a substantially lower tier of service.
Please:
1. Confirm what speed tier my modem/account has actually been provisioned for since I changed to the 2 Gig plan.
2. Confirm the effective date on which the 2 Gig service was supposed to begin.
3. Determine whether there has been any period during which I was billed for 2 Gig service while my account was provisioned at only 100 Mbps.
4. Correct the provisioning so that I am receiving the 2 Gig service I am paying for.
5. Apply an appropriate retroactive account credit for any period in which I was charged for 2 Gig service but was only provisioned for 100 Mbps or another lower service tier.
I have documentation from Xfinity showing that my plan is Internet 2 Gig – up to 2,000 Mbps download / 250 Mbps upload at $140 per month, and I have also provided screenshots showing the discrepancy in my account
EG
Expert
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120K Messages
2 hours ago
Concern moved here to the Billing help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityVictor
Official Employee
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2.4K Messages
1 hour ago
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