False Advertising and Worst Customer Service I've Ever seen

Over the last three days, I have spent countless hours on phone calls, chats, and multiple trips to Xfinity retail stores attempting to get a clear answer about the internet service I have been paying for. Instead of receiving technical explanations or solutions, I have been continuously bounced between support representatives, AI chat systems, scripted responses, and retail employees who appear to have little to no visibility into the actual network infrastructure serving my address.

My issue is straightforward: I signed up for Gigabit internet under the understanding that Xfinity's Next Generation Network offered significantly enhanced upload speeds, often advertised as 100–300 Mbps depending on the plan and area. However, despite having compatible equipment, including both an XB8 and XB10 gateway, I continue to receive upload speeds of approximately 35 Mbps.

What is most frustrating is that nobody seems capable of providing a consistent or technically accurate explanation. Every conversation circles back to my plan speed rather than addressing the actual question: why am I paying for a service tier and equipment that appear incapable of delivering the enhanced upload performance that Xfinity has heavily marketed?

Over the course of this process, I have been told conflicting information by different representatives. One person suggests I need different equipment. Another says I need a business account. Another says my plan is correct. Another says my area may not be upgraded. Yet no one can provide definitive answers regarding:

• Whether my address is actually eligible for Next Generation enhanced upload speeds.

• Whether my serving node has completed the required network upgrades.

• What upload profile my modem is provisioned for.

• Whether my account is flagged for enhanced upload service.

• Why my upload speed remains capped around 35 Mbps.

• Why I was sold a service that appears unavailable at my location.

The most concerning part is that there seems to be no path to reach someone with actual technical knowledge. Most support interactions are handled by AI systems or representatives reading scripts who cannot answer network-level questions. After spending days trying to resolve this, I still do not have a clear explanation of what service is available at my address versus what was marketed and sold to me.

As a customer, I should not have to spend multiple days, make multiple store visits, replace equipment, and repeatedly explain the same issue simply to determine whether the service I am paying for is even available where I live.

At this point, I am requesting a clear written explanation of:

1. The exact service profile provisioned to my modem, including upload and download limits.

2. Whether my address is eligible for Xfinity's enhanced upload speeds.

3. If not eligible, why I was sold equipment and service that imply access to those speeds.

4. Whether there is a planned upgrade date for my area.

5. What compensation or account credits Xfinity is willing to provide for the significant amount of time wasted attempting to resolve an issue that should have been clearly disclosed from the beginning.

I am not looking for another scripted response. I am requesting factual, technical answers from someone with visibility into the actual network infrastructure and provisioning systems serving my address.

After three days of frustration, countless hours spent seeking answers, and multiple unnecessary trips to retail locations, I still do not know whether the service I believed I was purchasing actually exists at my address. That is unacceptable.