Visitor
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2 Messages
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.
Accepted Solution
XfinitySean
Official Employee
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669 Messages
5 days 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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user_nsq14k
Visitor
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2 Messages
5 hours ago
Update: Sean determined that the XB7 that was originally issued to me was what was holding me back. They sent me a newer model and I was immediately able to reach above 300/300mbps symmetric upon activation. Thank you xfinity for resolving the problem! Shoutout to Sean!
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user_sik0dk
Visitor
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1 Message
4 hours ago
I had the same problem. Had to switch to a higher cost plan to get unlimited data where I had it on a lower cost plan previous. It is a money grab by Xfinity because the corporation is greedy and they don't care about their customers.
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user_wz9cop
Visitor
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1 Message
1 hour ago
I understand the frustration. The amount of money I spend to get limited services and nearly no bundles for existing users.
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