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Slipknot303
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Regular Visitor

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Monday, February 23rd, 2026 5:19 PM

Not getting the speed I paid for - chat is no help

Help me customer service, you're my only hope.

On Aug 30th, 2025, I received the confirmation email of my service upgrade to 2Gig with a 5 year guaranteed rate of $85.  I noticed recently that my service has been downgraded to 400 Mbps without notice.  My xfinity app thinks I still have the 2Gig service, but online account and speed tests show differently.

I would like to have the service back that I paid for, please.

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6 hours ago

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XfinityBillie

Official Employee

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3.9K Messages

7 hours ago

@Slipknot303 Thank you for taking the time to reach out to us here on our Xfinity Forums! Just to clarify, when you look under internet on the Xfinity app, it shows 2 Gig speeds there, but if you log into your account online it shows only the 400 speeds? Or is that what the speed tests are showing? The 400 Mbps speed is now a grandfathered in speed, it isn't something we would have been able to revert the account back to unless the order fell through somehow. Does your billing statement show 2 Gig speeds?

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Slipknot303

Regular Visitor

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7 Messages

Attached screenshots of the original email, and xfinity app from today.  I am only getting 400 Mbps currently.

Looking back at billing history, it only had one month where it didn't list a speed at all, all others were 400.  The price matched what I was expecting, so didn't look at the details until now.

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6 hours ago

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Slipknot303

Regular Visitor

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7 Messages

6 hours ago

xfinity app today:

Original confirmation email:

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XfinityBillie

Official Employee

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3.9K Messages

@Slipknot303 Let's take a look at the account together to confirm the speeds you are subscribed to. That helps us determine if it is an issue with your package, or if we need to troubleshoot your connection. Can you please send us a Direct Message including your full name, and the full-service address?

  • Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
  • Click the "Direct Message" icon (square chat icon in the upper right corner of your screen)
  • Click the "New message" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which 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

(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.
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6 hours ago

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