Received message "we’ve increased your speeds". plan on acct changed, speeds have not.

About 1-2 months ago I received an email/text/whatever it was (don't entirely remember and can't seem to find it now) from comcast saying my speeds were increased. I have the basic internet essentials plan. After receiving that email, the plan on my account was changed to "performance pro" 500 mbps package (not by me). However my speeds have stayed the same (120 mbps). I never get over 120 mbps, period. Not even 121.

I called comcast earlier and they claim they see nothing on their end about me having this performance pro package, despite it showing on my end under my current plan, both in app and on the website.

Comcast is claiming they don't see anything about my plan being performance pro and all they see on their end is my current plan is internet essentials lol

Using the assistant "what is my current internet plan?" Returns "Your current plan is Performance Pro 500 mbps"

yet i'm still getting billed for internet essentials and getting internet essential speeds.

What's the deal?

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XfinityPeterH

Official Employee

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1.6K Messages

15 days ago

c4p That is a great question. As far as your internet speeds go there are two plans for Internet essential:
Internet Essentials 75 Mbps and Internet Essentials Plus 100 Mbps so it makes sense why you would not be getting near 120 Mbps.

Now as for the online platform showing you have a different plan. Have you tried to log out, clear your cache and cookies then logged back in?

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c4p

Frequent Visitor

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12 Messages

According to the message my speeds were being increased, so it makes sense i'm seeing performance pro as my plan now I guess? I have/had the 120 Mbp essential plan for over a year, so the speed should have increased to something beyond 120, otherwise why send the e-mail? Seems my account was upgraded but some sort of miscommunication is going on so i'm not actually getting the faster speeds as reflected on my account. Logging in and out of my account, it still says that's my plan. Been that way for over a month.

(edited)

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15 days ago

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XfinityPeterH

Official Employee

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1.6K Messages

c4p Interesting. We don't have a internet essentials speed of 120Mbps or for that matter any internet speed at 120Mbps just the 75Mbps and the 100Mbps for internet essentials, so it does sound like there is some miscommunication. Lets take a look at your account and make sure everything is correct. Please send us your full name and complete address in a direct message:

Here is a great step by step process on how to send us a direct message.

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

Check out for example on how to send us a Direct Message: https://forums.xfinity.com/conversations/email/cant-create-a-new-email-address/605e52b726aa974d63032d02?commentId=606107ea738c7f46a02b830e

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15 days ago

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c4p

Frequent Visitor

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12 Messages

I meant to say I have the 100 mbps internet essential package but always get 120 mbps! My fault.

Will send the message now.

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13 days ago

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Customer Service

c4p

Received message "we’ve increased your speeds". plan on acct changed, speeds have not.

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XfinityPeterH

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