Report agent

Thank you for sharing your feedback, user_reuwip. We want every experience to be a good one and understand how that would be frustrating to go through. We can help you further with the modem not receiving the new speed. Have you already tried the first steps of checking the wiring connection to the modem and resetting it?

If you have done that already and it is still slow, please send us a direct message with your full name and complete service address to “Xfinity Support”. To do so, click on the direct messaging icon located at the top right of this forums page.

Here's 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

Oh and also the few times agents attempted to add unauthorized charges to account like a TV service, etc. when all I have is Internet and I know they did because they try to convince me to approve the email that I was sent and it shows them trying to add something we didn't even discuss. This last occured a year or so ago. It's just absolutely unbelievable.

@XfinityRay​ done, thank you, and yes, I am actually a network engineer so I have checked all of that.

The order approval links should always reflect exactly what you are ordering and no items that you do not want included, @user_reuwip. That is why we have this process so you can see what changes are being made and approve them before we can make any changes to your account or services. Being a network engineer, I know you checked everything you could before reaching out. I will get this figured out! I see that you send over a direct message so will continue there. 

Thank you very much.