Fix. This. Now. – Throttled Speeds, False Promises, & Upsell Lies

This is me making a stupid post to get a direct message option because the customer service is SO BAD that you have to go thru 7483 hoops to get anyone to pay attention. Hey, xfinity! I've had enough! You've been [Edited: Language] [having your way with] my wallet for what...4.5 yrs at this particular address??? Let me break it down for you. I was upsold equipment I didn't need. Scam. Then, per standard xfinity [Edited: Language] [trash], I was conned into "increasing your speed will make it all better!" But, somehow, [Edited: "Inflammatory"] [you jokers] have me on THREE SEPARATE SPEED tiers. I have screenshots. All from the same day. Within minutes of each other. It's funny though. My bill sure [Edited: Language] [as heck] reflects the most expensive one. It's also funny how your internal speed test claims I'm getting 119% of my speed which magically vaporizes from 1500 to 500 or less the moment it reaches my device. 4 external speed tests all concur that you're full of [Edited: Language] 💩 at best. Maybe just a blatant scam all together. I feel like the FCC would be incredibly interested in these screenshots. I suggest a real human with real power to make some DRASTIC CHANGES, including one [Edited: Language] of an apology accompanied by a megapint of refunds contact me inside of 48 hours or the, already drafted emails & posts to the FCC, BBB, & the social medias find their way into the "sent/posted" folder. Oh, & for a communications business, why do I get booted out of chat Every. SINGLE. Time

That I've attempted to resolve this. I'm a working professional. Perhaps, you'd also like to pay my consult rate for the amt of hours wasted dealing with this garbage.

Tick tock, Xfinity.

Do better.

In a hurry.

Responses

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XfinityChristy

Official Employee

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2.7K Messages

10 months ago

@user_x3k83e Hello and thank you for reaching out via our Xfinity Community Forums. I am truly sorry to hear about the incredibly frustrating experience you've had. It's clear we've fallen far short of your expectations with inconsistent speeds, billing issues, chat problems, and with Xumo. This is absolutely not the experience we want for our customers.

I completely understand your anger and why you feel this way. Spending countless hours trying to resolve these complex issues, only to feel unheard, is unacceptable. I genuinely appreciate you reaching out directly.

I want to help get this fixed for you. To begin a thorough review of your account, please send us a direct message with your full name and service address. This will allow me to securely investigate your billing and speed tiers, address the speed discrepancies, and look into the Xumo charge. We're committed to making this right.

(edited)

user_x3k83e

Visitor

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8 Messages

@XfinityChristy as stated in the comment, i posted to be able to utilize direct message. Xfinity Support was sent a DM as soon as I posted this. It's a ridiculous process, fyi

. Esp when I'm already angry

10 months ago

user_x3k83e

Visitor

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8 Messages

@XfinityChristy I’ve already DM’d with my full name and service address (twice). It’s now been 3 days with no actual response, no resolution, and my forum name was changed without notice in the middle of all this.

Please escalate this to someone with actual authority to:

Review the throttled speeds and plan tier discrepancies

Address the unauthorized Xumo upsell

Correct the username change on my account

Provide compensation for the disruption and time lost

This has gone beyond frustrating. I’ve logged all interactions, screenshots, and timing. I will be sharing this with the FCC, BBB, and state consumer protection if a real resolution isn’t provided within 48 hours.

10 months ago

user_x3k83e

Visitor

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8 Messages

10 months ago

Hi Xfinity,

I noticed that my most recent comment on this thread was marked private without my request. I did not ask for this, and I believe in transparency for the sake of accountability. Please republish the comment publicly or provide an explanation as to why it was hidden.

Additionally, I want to address another serious issue: my forum username was changed without my consent. This is completely unacceptable. I expect a clear explanation as to why this was done and for my original username to be restored immediately.

I expect all future posts of mine to remain visible unless I personally choose otherwise. Transparency and accountability are non-negotiable, especially given the ongoing issues I have been experiencing.

Thank you for your prompt attention to these matters.

XfinityThomasC

Official Employee

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3.2K Messages

Hello, @user_x3k83e post are marked private and subject to moderation for possible forum violations. You can review our Forum Guidelines

which covers our community rules. A moderator will review your post and make it public again if it does have any violations. Thank you for your understanding.

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
We ask that you post publicly so people with similar questions may benefit from the conversation.
Was your question answered? Please, mark a reply as the Accepted Answer. tick

10 months ago

user_x3k83e

Visitor

•

8 Messages

Wow, so my original post got “marked private” for possible forum violations? Let me clarify: I’m not here to break any rules—I’m just here to get answers and accountability.

For context:

The modem shows 1300 Mbps speeds, but my devices barely see a fraction of that—this has been the case since December 2020 when I started service at this address.

Every time I talk to someone, it’s a new excuse or a “tech note” no one will share in writing.

And now, after an hour-long tech visit (that included an unannounced supervisor who didn’t even bother to say hello), the only suggestion was to downgrade my plan—because apparently, paying for phantom speeds is just part of the Xfinity experience.

So instead of silencing this conversation, how about actually addressing it?

✅ Where’s my written report?

✅ Where’s the plan to get me the speeds I’m paying for?

✅ And when do I see credits back to December 2020 for paying for service I couldn’t use?

Because let’s be real—if you’re moderating my post for “possible violations,” but not fixing the real issue, that’s just another excuse for inaction.

10 months ago

user_x3k83e

Visitor

•

8 Messages

Please advise which part of the following is a violation??

5 days ago (marked Private w/o my consent)

Update: It has now been 5 days since any public response without an actual resolution to the issues I raised in my initial post. Xfinity has yet to provide a real solution or refund for the misrepresented internet speeds and unauthorized upsell.

This is not acceptable. I will be finalizing my complaints with the FCC, BBB, and Tennessee Attorney General’s Office if this isn’t resolved immediately."

Holding xfinity publicly accountable is a violation? Interesting policy.

Please clarify exactly which part of the following statement violates your forum guidelines:

"5 days ago (marked Private without my consent)

Update: It has now been 5 days since any public response, and there’s still no real resolution to the issues I raised in my initial post. Xfinity has yet to provide a genuine fix or refund for the misrepresented internet speeds and unauthorized upsell.

This is not acceptable. I will be finalizing my complaints with the FCC, BBB, and Tennessee Attorney General’s Office if this isn’t resolved immediately."

So holding Xfinity publicly accountable is considered a violation now? Interesting policy you’re running.

10 months ago

Customer Service

user_x3k83e

Fix. This. Now. – Throttled Speeds, False Promises, & Upsell Lies

XfinityChristy

user_x3k83e

user_x3k83e

user_x3k83e

XfinityThomasC

user_x3k83e

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