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user_eco5ek
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2 Messages

10/19/2026 3:41 PM

Existing customer requesting 1 Gig symmetrical serviceability review

I’m an existing Xfinity internet customer interested in approximately 1 Gbps upload and download at my home.

Online chat offered to add a note to my account, but I’d like an address-specific serviceability review by Digital Care.

Please confirm:
• Whether my address qualifies for X-Class / Full Duplex (FDX) symmetrical service or residential fiber.
• If unavailable, whether your team can request a local engineering review and whether a planned upgrade date is available.
• Whether an actual ticket can be opened, with a reference number and a way to follow up.

My preference is a standard residential 1 Gig symmetrical plan. Please treat Gigabit x10 as a separate option and explain its pricing before initiating that process.

I can provide my account information and service address privately when requested.

Question

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Updated 

2 hours ago

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Oldest First
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EG

Expert

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122.3K Messages

3 hours 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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XfinityPeterH

Official Employee

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3.2K Messages

3 hours ago

 

user_eco5ekThanks for reaching out. I can certainly see why you’d want an address specific review rather than just a general answer about availability. X Class service, including the 1 Gig symmetrical tier, is location dependent, so we’ll first need to review the serviceability information for your specific address. X Class includes a 1 Gbps down / 1 Gbps up tier in eligible areas.

Please send us a DM with your full name and complete service address. From there, we can review what options are currently available at the location and determine the appropriate next steps. 

How to Send Us a Direct Message:

  1. Click "Sign In" if necessary.
  2. Click the "Direct Messaging" icon.
  3. Click the "Start new conversation" (pencil and paper) icon.
  4. In the "To:" line, type "Xfinity Support".
  5. As you type, a drop-down list will appear. Select "Xfinity Support" from that list.
  6. An "Xfinity Support" graphic will replace the "To:" line.
  7. Type your message in the text area near the bottom of the window.
  8. Press Enter to send it.

For an example of how to send us a Direct Message, check out this link.

https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514

 

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user_eco5ek

Visitor

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2 Messages

Hi I sent a DM but never got a response?

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2 hours ago

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