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user_sjnk7c
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3 Messages

Thursday, July 16th, 2026 10:34 PM

Cant upgrade equipment and account incorrectly reports what plan I'm on.

I pay for 2gb up and 2gb down. Apparently I need a new modem because you gave me the wrong one. Additionally, my account now says it's 250mb up and 2gb which is NOT what it says when I go to the plans upgrade option. Either refund me for all those months paying for it or fix it. 

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1 hour ago

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XfinityAlyssaA

Official Employee

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2.8K Messages

1 hour ago

Good afternoon @user_sjnk7c, and thank you for reaching out on our Community Forums regarding your speed concerns. I know how frustrating it can be to feel like you're paying for a level of service that you're not receiving, and we definitely want to do our best to help.

 

I see that you mentioned you may not have received the correct equipment. Can you please confirm which model gateway you currently have and which model you were expecting to receive?

 

I also noticed that you referenced your upload speeds showing as 250 Mbps. Has your plan always reflected 250 Mbps upload speeds, or did it previously show a symmetrical speed tier with matching download and upload speeds?

 

Once we have that information, we'll be happy to advise on next best steps and work toward a resolution with you. :)

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user_sjnk7c

Visitor

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3 Messages

It shows symmetrical on the plans page. My modem is the one i picked up from xfinity but the CAT ports do not support 2gb. This has been proven with the admin portal on the modem and renders my additional speeds useless. 

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1 hour ago

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XfinityAlyssaA

Official Employee

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2.8K Messages

Got it, thank you for confirming that @user_sjnk7c. Let's take a closer look at your account, current plan, and equipment so we can help ensure you have the correct setup and assist with making any necessary changes or scheduling an appointment if needed.

 

To get started, please send us a Direct Message with your name and service address? Once we receive your message, we'll be happy to investigate further.

To send a "Direct Message" ("Private") message:

Click "Sign In" if necessary

  • Click the "Direct Messaging" icon
  • Click the "Start New Conversation" (pencil and paper) icon
  • Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "Xfinity Support" graphic replaces the "To:" line
  • Type your message in the text area near the bottom of the window
  • 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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1 hour ago

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user_sjnk7c

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3 Messages

Your account personally wasnt there so I sent it to the generic support account. 

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1 hour ago

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