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I upgraded my plan to 1 gig and it told me to pick up a gateway but I didn't receive any follow up information and my speeds are still 400mbps. It doesn't show an order in my account either,

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XfinityAldrik

Official Employee

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2.3K Messages

2 months ago

Thank you for reaching out to us @user_33zhzy! We can certainly take a further look at the order history on your account. We can also look at our options to ship a wireless gateway if you would prefer that instead of picking it up. Could you please send our team a direct message with your full name and full address? To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary
Click the "Direct Messaging" 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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user_6iohdo

Visitor

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1 Message

Will Xfinity arive on time for work order 1/6/26 ?

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2 days ago

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XfinityAmira

Official Employee

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4.6K Messages

Hi user_6iohdo! Thanks for visiting our Xfinity Forum. We can absolutely double-check on this for you. Please send us a direct message. Here are the detailed steps to direct message us:
• Click "Sign In" if necessary
• Click the "Direct Message icon” (upper right corner of this page)
• Click the "New message" (pencil and paper) icon
• Type "Xfinity Support" in the To line and select "Xfinity Support" from the drop-down list
• Type your message in the text area near the bottom of the window
• Press Enter to send your message

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