Visitor
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1 Message
Bait and switch. Paid for 300/300 symmetric service, but order confirmation shows 300/100
Bait and switch. Please help. Paid for 300/300 symmetric internet service as a new customer, but order confirmation shows 300/100. They issued me an XB7 modem. When I go to Account and Manage/upgrade internet speeds, they offer up to 2gb/2gb symmetric service and it says 300/300 is my current plan. What is going on and how do I get the symmetric speeds I paid for during checkout? After modem activation, speedtests are showing roughly 300/100mbps.
Plan snippet before ordering:
Speeds Provided with Plan
Typical download speed
Typical upload speed
Typical latency
353 Mbps
352 Mbps
13 Milliseconds
Network management
Review our policy.
Internet service for this plan is delivered over Full
Duplex DOCSIS, using our Hybrid-Fiber Coaxial (HFC) network. Xfinity WiFi Gateway required for symmetrical speeds and is included with this plan.
XfinitySean
Official Employee
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661 Messages
6 hours ago
Hey there user_nsq14k, thanks for reaching out here on the community forums! Sorry to hear you aren't getting the upload speeds you expected. It's possible that there are plans in place to upgrade the area soon, or it might be a coding issue in our system that's preventing the higher upload speed. Either way, we'll need to take a closer look at the account to see what may have happened. Please send us a direct message with your full name, name on the account (if different), and service address, and we'll dig in together!
Here are 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
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