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user_qanxrq
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08/15/2026 12:37 AM

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

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9 hours ago

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EG

Expert

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122.9K Messages

3 months 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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2.6K Messages

3 months ago

 

user_qanxrq Hello, I am sorry you are having service issues. I understand how frustrating it is, and I am happy to help you troubleshoot your service. First I will ask a few questions to better understand the root of the problem. We value you as a loyal customer and would like to resolve this issue, so you can enjoy our great service. To avoid repeating any steps you may have already taken, can you please describe what you have done to resolve your service issue? 

 

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user_qanxrq

Visitor

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2 Messages

Like I said in the post, I’m paying for the 2 gig service, but when I go into my account the Internet Speed section says “100 mbps Plan.” 

it seems you simply have me paying for the 2 gig plan but the system set me to the 100mbps plan. 

should be an easy fix. It’s not a technical issue, you’ve simply set my service to the wrong plan.

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2 months ago

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Jetben900

Visitor

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3 Messages

2 months ago

I am having the same issues and I am not setting the speeds I am paying for. Has xfinity done anything to help you?

4

XfinityThomasC

Official Employee

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3.8K Messages

Hello, @Jetben900 are you not seeing the speeds your paying for after a speed test or is your account showing a different speed tier than what you pay for? Can you describe for me any troubleshooting steps you've already taken? 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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2 months ago

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Jetben900

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3 Messages

Showing a different tier. I've had a tech come out and I've been to a store 2 times. Almost ready to just leave Xfinity after 7 years of having them

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2 months ago

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XfinityThomasC

Official Employee

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3.8K Messages

@Jetben900 Please allow me to get this poor experience turned around, so you get the proper speeds. Could you please send our team a direct message with your full name and full address? To send a direct message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon

Click "Start new conversation" (pencil and paper) icon

In the "To:" line, type "Xfinity Support"

As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

An "Xfinity Support" graphic will replace the "To:" line.

Type your message in the text area near the bottom of the window.

Press Enter to send it.

 

How to: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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2 months ago

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user_91k4bt

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5 Messages

@Jetben900​ 

Same here this is very alarming to see that this is an issue with others. 

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30 days ago

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user_91k4bt

Visitor

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5 Messages

30 days ago

I’m having the same issue. I’ve been having it for probably about two-plus years now. I finally tried to get to the bottom of it and realized I’m only getting less than 100 Mbps but paying for 1000. I go to Xfinity's website to run a speed test, but suddenly you can’t. It’s just a chat support selection; then you click the speed test, and it takes you back to where you started before chat support. Weirdly, chat support Can’t tell you how to run a speed test. They tell you to go online and do this or that, even though it says you have to do it in the app, and then they disconnect and end the chat because they do not know what to tell you about them [Edited: “Profanity”] you over. It's disheartening to realize I’ve been paying all this money for such [Edited: “Profanity”]  Internet service, which is why this needs to be investigated. It's no coincidence that a Google search led me to this forum with people having the same issues; shame on you, Xfinity. I will definitely take this further for review. This is unacceptable: charging people for High speeds and giving them such low, [Edited: “Profanity”] speeds and service is unacceptable.

(edited)

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eightbitsoul

Regular Visitor

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2 Messages

16 days ago

I have also just noticed this exact scenario with my account today. I pay for 2 Gig as shown on my bill, but am shown on my current plan on the Xfinity website that I am on 100 Mbps and when I do a speed test, I get nowhere near 2 Gig speed and hover anywhere between ~100 Mbps-175 Mbps.

It is not comforting that this appears to be a non-solitary issue with multiple affected customers.

I have already just sent a Direct Message to Xfinity Support. Here's hoping this is rectified immediately for all of us affected.

(edited)

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ritaa5

Visitor

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2 Messages

8 days ago

I am having this exact issue too

Was anyone else able to get it solved?

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Jetben900

Visitor

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3 Messages

Multiple visits to a store and techs out with no resolve. Very dissapointing

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8 days ago

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XfinityRaul

Official Employee

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3.3K Messages

@ritaa5 Thanks for making us aware of your internet speed concern via Forums. I would be more than happy help figure out a solution to this problem you're experiencing.

 

So that we don't go over something you've already done, can you please share with me what troubleshooting steps have you completed on your own? Have you by any chance used the Xfinity app to reset the modem? How about a power cycle, have you tried that?

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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7 days ago

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XfinityGabriel

Official Employee

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3.7K Messages

 

Jetben900,

Hi! Thanks for reaching out. I can definitely understand why this has been disappointing, especially after multiple store visits and technician appointments without a resolution. I’d like to make sure I’m understanding the issue correctly so we can focus on what’s actually happening. Is the concern that your account is showing 100 Mbps even though you’re paying for 2 Gig service? If so, do you live in a multi-dwelling unit (MDU), bulk community, apartment, or managed property? This detail can be important because the property’s network configuration may affect the speed or service profile displayed online, which could help explain why you’re seeing 100 Mbps instead of the 2 Gig tier.

(edited)

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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7 days ago

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ritaa5

Visitor

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2 Messages

@XfinityRaul​ Last week, I received an "offer" for 2 years of a Peacock subscription if I upgraded my plan, which I did. Suddenly, my speeds got very slow, and I come to check my plan, and it shows the 100 Mbps tier as selected. However, it showed the monthly price of the 2 Gig tier, which I was paying for. I then attempted to switch to the 2 Gig plan, it showed just fine all throughout checkout, and thanked me for my purchase. When I checked again, it was back on the 100 Mbps tier. I do not live in a multi-dwelling unit (MDU), bulk community, apartment, or managed property, and this issue of it only being limited to 100 arose after I was given the Peacock "offer".

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7 days ago

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XfinityAmira

Official Employee

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5.2K Messages

Thanks for getting back to us, ritaa5! We apologize for the inconvenience and frustration this has caused you. We would like to take a look at your account to see what the problem may be and help you get this sorted out. Please send us a Direct Message. Here are the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” (upper right corner of this page)
 • Click the “Start new conversation" (pencil and paper) icon
 • Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please mark as Best Answer.tick

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7 days ago

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user_ml0c4z

Visitor

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1 Message

16 hours ago

I'm also running into this issue. 
"100Mbps Plan
Download speeds: up to 2000 Mbps
Upload speeds: up to 250 Mbps"

Measured speed via fast.com, ~230 Mbps down, ~45 Mbps up.
Running Cat 6e from my Nighthawk router, my equipment shouldn't be the issue.

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