Regular Visitor
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7 Messages
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.
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
6 hours ago
xfinity app today:
Original confirmation email:
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