Visitor
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1 Message
Existing customer needs help downgrading 2-Gig internet plan
I’m currently paying approximately $149 per month for HSD Gigabit 2X internet, with speeds up to 2100 Mbps download and 300 Mbps upload. I want to downgrade to a 1-Gig plan while keeping unlimited data and the Wi-Fi Gateway.
I’m a verified college student and Diamond member. Please review my account for student, existing-customer or retention pricing. I would also like confirmation of the new plan’s exact download/upload speeds, complete monthly price and the length of the offer before making changes.
I have tried phone and chat support multiple times, but the agents disconnected or redirected me to the automated assistant. An official Xfinity employee’s assistance would be appreciated. I can provide my name and service address privately through direct message.
EG
Expert
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119.7K Messages
1 hour ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityOrlandoM
Official Employee
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3.6K Messages
52 minutes ago
@user_12gp7m
Thanks for reaching out. As a customer myself, I understand how important it is to find the best price for services that fit your household’s needs.
Only new Xfinity Internet members, members within 45 days of starting service, and parents setting up WiFi for a student on behalf of the student can access these offers after verification through SheerID. https://www.xfinity.com/student
The link below shows all next-generation speed plans and includes details on upload and download speeds. You can sign in to review your account, and depending on your available options, you may be able to downgrade to the plan you want online. https://www.xfinity.com/broadband-labels
Please send me a direct message with your first and last name and complete address, and I’ll be happy to help you find the best plan at the best available rate.
Here are the detailed steps to direct message us:
Click "Sign In" if necessary
Click the "Direct Messaging" icon
Click the "Start new conversation" (pencil and paper) icon
In the "To:" line, type "Xfinity Support"
As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
An "Xfinity Support" graphic will replace the "To:" line.
Type your message in the text area near the bottom of the window.
Press Enter to send it.
How to: Direct messaging within the forum | Xfinity Community Forum
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