Visitor
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1 Message
1 Gig plan showing 100 Mbps upload instead of 1 Gbps
I upgraded to the 1 Gig plan specifically for symmetrical 1 Gbps download/upload service and received an XB10 gateway. If I go to "Manage Plan" -> "View & Manage Current Services" (which takes me to https://www.xfinity.com/learn/existing/offers-changeplan), my account currently shows:
1 Gig Plan
Download speeds: up to 1000 Mbps
Upload speeds: up to 100 Mbps
My actual upload speed is ~125 Mbps, which is consistent with what's currently shown on my account.
Phone support spent over an hour troubleshooting and is now recommending a technician. I believe this is an account/order provisioning issue rather than a physical line issue. Can Xfinity Support please review the order and correct my account to the 1 Gbps symmetrical tier?
Let me know if you need any additional information. Thanks!
EG
Expert
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120.1K Messages
9 hours ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityLinda
Official Employee
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2.7K Messages
9 hours ago
@EG Thank you!
@user_iszzmq We appreciate you taking the time to visit our Xfinity Forums community. We'll gladly review the account and check the boot file for your equipment to ensure it's provisioned correctly. We'll need to get your name and address by Direct Message. We look forward to hearing from you.
1. Click "Sign In" if necessary.
2. Click the "Direct Messaging" icon.
3. Click the "Start new conversation" (pencil and paper) icon.
4. In the "To:" line, type "Xfinity Support".
5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
6. A "Xfinity Support" graphic will replace the "To:" line.
7. Type your message in the text area near the bottom of the window.
8. Press Enter to send it.
You can see how to send us a direct message here, https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.
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