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labo
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Regular Visitor

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7 Messages

Thursday, September 5th, 2024 3:27 PM

Discrepancy between billing and plan for internet speed

My bill for September 01, 2024 to September 30, 2024 is for an internet speed of 300 MBPS. I did not request an increase, and my plan still shows an internet speed of 150 MBPS and that is what I see when I run a speed test. The billing amount did not increase so I'm wondering if I should have received a doubling of internet speed at no additional cost. There is a message on the xfinity app titled 'Faster speeds are here' that seems to say my speed has been doubled. For a time in August, my plan actually showed an internet speed of 300 MBPS, but it later changed back to 150 MBPS. Any clarification would be appreciated.

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3 months ago

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XfinityChristy

Official Employee

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1.6K Messages

3 months ago

 

labo Hello and thank you for reaching out here on our Xfinity Community Forum today to bringing this to our attention! Our team is here to make sure everything gets sorted for you! I can understand how this situation may have caused some confusion, and I’m happy to help clarify things for you. It sounds like there might have been an update to your speed, and I'd love to look into this further. You’re absolutely right that if your billing amount hasn’t increased, the speed boost could very well be at no extra cost.
 

The message in the Xfinity app about "Faster speeds are here" likely indicates that your area has received an upgrade, but I’ll need to review your account to confirm. I can also check why your plan may have reverted back to 150 MBPS in August after showing the higher speed.

Feel free to send a direct message with your full name and address, and I’ll be able to investigate and provide the clarity you need. 

 

Looking forward to helping you!

 

To send a "Direct Message" message:

Click "Sign In" if necessary

Click the "Direct Messaging" icon at the top of the page (looks like a text bubble)

Click the "New message" (pencil and paper) icon

Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list that appears. The "Xfinity Support" graphic replaces the "To:" line

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

Press Enter to send it

 

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XfinityChelseaB

Official Employee

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1.2K Messages

3 months ago

Hello @labo, I'm so happy we were able to get you taken care of and answer all your questions and concerns. If you need anything in the future please feel free to make another post and a Digital Specialist, Forums Expert, or community member will help you as soon as possible. I hope you have a great rest of your day and stay safe.

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