Skip to main content

    Support

    Offers

U
user_5i6jt2
1st Topic

2 Messages

Thursday, December 21st, 2023 4:33 PM

Closed

2000 Mbps Available, But...

I currently have spoken to a number of reps. When I go to finish the upgrade from 1200 to the 2000, it says "thank you for your purchase for the  upgrade  ,but there is an issue, one of out specially trained technician to help you with your issue. We will send a confirmation email once your order is complete. " 

The first rep was able to find the speed and go through the same process that I went through to end up not being able to complete it. The second rep, seen that I had still been listed under the XAP, which he then removed. I tried the process to upgrade to the 2000 again same thing. My modem is the XB7 I'm very fluent in technology, networking etc, I'm not sure exactly what is happening but I really hope somebody could help!!!!

Question

 • 

Updated 

1 year ago

1K

1

0

XfinityRoberto

Official Employee

 • 

1.7K Messages

1 year ago

Hi there and welcome to Comcast @user_5i6jt2. I am sorry to hear you are having troubles with upgrading your Internet service. You are in the right place and we are happy to assist you today. 

Please send us a direct chat message with your full name and complete service address to “Xfinity Support”. To do so, click on the chat icon located at the top right of this forums page.
Here's the detailed steps to direct message us: 
 • Click "Sign In" if necessary
 • Click the "Direct Message” icon (upper right corner of this page)
 • Click the "New message" (pencil and paper) icon
 • Type "Xfinity Support" in the to line and select "Xfinity Support" from the drop-down list
 • Type your message in the text area near the bottom of the window
 • Press Enter to send your message

Let me know if you have any questions.

2

0

user_5i6jt2

2 Messages

@XfinityRoberto​ I'm just wanting to know why I am able to go to the shop and click upgrade speed and choose the 2000 but never able to complete the order. I've spoken with MULTPLE reps, the last one earlier today saying there isn't a code for the package, but why am I and all of my neighbors able to choose it as an upgrade path if it doesn't let me complete it??

I want faster speeds, and low and behold imagine my suprise, I currently pay $105 for my 1200 but if I upgrade to the 2000, I will would be able to get it for $50 with ACP, Autopay and having a mobile plans

1 year ago

0

XfinityBrianH

Official Employee

 • 

1.3K Messages

That's a great question. The 2g speeds are not available in all areas, if you are interested in the increased speeds we can open a ticket to have our local team confirm is your address is capable of receiving the increased speeds or if additional infrastructure would be required to deliver them. 

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.
Was your question answered? Please, mark a reply as the Accepted Answer.tick

1 year ago

0

forum icon

New to the Community?

Start Here