2 Messages
Had 100mb upload w/xFi Complete, replaced modem, now get only 10mb upload. Phone rep states 100mb is not available. It is, it was, grrr!
We recently swapped up to the "Fast" package with xFi Complete. When we got the new modem and installed it we were getting 100mbps download speeds which was great! I work from home and am in the tech industry where I benefit from any extra upload bandwidth.
But the modem fan was super noisy. I sit approximately 4 feet from it and it was just awful. Since on my old plan, I was using an owned SB1683 which is DOCSIS 3.0 and capable of both the downstream and upstream speeds of my plan I thought I'd swap to it. I did so, and my upload speed dropped to 10mpbs. Okay, call the support line; kindly agent says (roughly) it won't work with the owned modem. Asks, pointedly, "Do you need the 100mbps?" and subsequently suggests getting the modem replaced so that the 100mpbs can be had. Said I should ask for an XB6 or XB7 and that either will support it.
Fine. I headed to the local store and they happily replaced it with a new modem. It's not silent (like my owned modem) but it's tolerable now. Yay.
But! I'm still only getting 10mbps upload! I called the support phone number and was told that xFi Complete didn't include speed increases. This isn't completely true; some areas get it some don't.
So, why, with a new service and a new modem am I getting the runaround? 100mbps upload clearly works in my area. It was provisioned on my account. It was insinuated on a support call that to get it I needed "official" equipment. But with the official equipment now I'm told "nope, we don't have that".
What gives?!
CCSheila
Retired Employee
•
1.1K Messages
2 years ago
@user_3zp2qu
Hi there! I know the importance of receiving the speed you expected, and I am happy to check on the provisioning and equipment details to ensure it all looks good on our end. I would love for you to take advantage of the 100Mbps upload. Please send me a private message with your full name and address to get started.
To send us a Private Chat Message, select the message icon in the top right corner and then search for Xfinity support. With our new Xfinity support chat, you do not need to input the name of a person. Just select Xfinity support and you will be able to speak with the next available specialist
0
0
user_3zp2qu
2 Messages
2 years ago
For the community: There's been no resolution. Nor, frankly, do I believe there will be one. Sadly, the subscriber agreement is written in such a way as to enable this outcome.
The initial email summarizing the service agreement clearly states 400 down and 100 up (screenshot below). Upon activation at home, the agreement was fulfilled and services were working as stated in my agreement.
As per the chat request above, the customer care team confirmed the same initial provisioning. The care team has been nothing but kind. However, they're hampered and unable to affect any change. The tools and information given to them state that my area has not yet been upgraded. Therefor, those speeds are not supported. All they can do is acknowledge my complaints and flag the engagement such that the management team should review it. In theory, they'll contact me once that has occurred.
0
0