1 Message
Modem reprovisioning.
Changed my internet plan 2 weeks ago from an old 105Mbps plan to 150Mbps. I own my own modem. I was told the modem would be updated. Speed never changed. The modem was no longer on the approved equipment list so I replaced with a currently approved one before I attempted to contact. I've made 2 attempts through online chat to get the modem reprovisioned for the new plan. I've reset the modem multiple times after being told it would be fixed. I'm still receiving the same speed. My speed test says "You're getting all of your 105 Mbps and then some" yet I'm now on the 150Mbps plan.
EG
Expert
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109.8K Messages
5 days 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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XfinityEricB
Official Employee
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2.1K Messages
5 days ago
Can you send us a direct message with your full name, name of account holder (if different), and service address please?
To send a "Direct Message" to Xfinity Support:
Click "Sign In" if necessary
Click the "Direct Messaging" icon (speech bubble)
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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