Visitor
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2 Messages
Xfinity support
I've had issues with services received. I'm part of the bulk program with my rental community. We have a base service of 800mbps. I signed up to receive upgraded service, 1200mbps. I noticed that my Internet was slower. When I reached out for help I was told they can't see the change. I receive monthly WiFi reports and since 5/2026 I have not received the upgraded speed. My summary shows I am receiving 800mbps. I am still being charged for the upgrade service. I have not paid due to not receiving the upgrade speed service. However now I am receiving emails that I owe 3 months of service and fees. I need to have this resolved.
XfinityAirelle
Official Employee
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3.5K Messages
16 days ago
Hi there. We understand why you’re concerned, especially if you have been billed for the 1,200 Mbps upgrade while your account continues to show the community’s base 800 Mbps service.
Please restart your gateway and run a speed test to the gateway through the Xfinity app. If the plan summary still displays 800 Mbps afterward, please save a screenshot with any personal information removed.
We will need account access to review the original upgrade order, confirm how your service has been provisioned since May, and investigate the additional charges and past-due notices.
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XfinityAirelle
Official Employee
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3.5K Messages
16 days ago
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