Visitor
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3 Messages
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.
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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