Visitor
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1 Message
Internet Service Plan Not Honored
On October 13th, I signed up for "Superfast" plan. On the Xfinity website and order confirmation e-mail the plan was represented as:
InternetSuperfast | Download speeds up to 800 Mbps; Upload speeds up to 100 Mbps
However, when I check my account, it still states:
Download speed: up to 800 Mbps, Upload speed: up to 20 Mbps
So although I purchased 100 Mpbs speed, I'm still only provided with 20 Mpbs upload speed.
On November 9th, I contacted the service department via phone to inquire. They confirmed both a) that I signed up for 100 Mbps and; b) my service are supports this upload speed. Then they transferred me to tech support, who claimed that they will investigate the issue and get back to me within 42 hours. Suffice to say no one contacted me since.
Who else should I contact to ensure the plan I purchased is actually provided?
EG
Expert
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107.1K Messages
6 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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XfinityJohnG
Official Employee
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1.2K Messages
6 hours ago
Thank you for reaching out to our team here @user_0e675f. I would be happy to look into any internet speed issue from here. Could you send me a direct message with the full name and complete address for your service?
To send a direct message [private message]:
Click the "Direct Message" icon or https://forums.xfinity.com/direct-messaging
Click the "New message" (pencil and paper) icon
The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there.
- As you are typing a drop-down list appears. Select "Xfinity Support" from that list.
- An "Xfinity Support" graphic replaces the "To:" line.
Type your message in the text area near the bottom of the window
Press Enter to send it
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