Request for Immediate Resolution – Internet Speed Far Below 2 Gig Plan

Dear Xfinity Customer Service,

I’m reaching out regarding a serious issue with my newly purchased internet service. About a week ago, I signed up in-store for your 2 Gigabit internet package after confirming—multiple times—with the associate that both the service and the modem provided would support the advertised speeds at my address.

Despite that reassurance, after installing the modem and running several tests, I’ve only seen speeds averaging 120 Mbps—a fraction of what I’m paying for. I’ve tested this repeatedly, at different times, and the results are consistently disappointing. This isn’t just frustrating—it directly affects my work and day-to-day responsibilities, which rely on high-speed internet.

I trusted your team’s word when making this purchase, and right now I feel misled. To resolve this fairly, I’m requesting the following:

Option A:

• Provide a modem that actually supports the 2 Gbps plan I’m paying for.
• Adjust my first month’s bill to reflect the cost of the lowest-tier package, since that’s all I’ve been receiving in performance.

This is a reasonable and simple solution that restores my trust in Xfinity and allows me to stay a customer. I’d much prefer to resolve this amicably, but if not corrected, I will have to consider Option B, which would be a full refund and return of the equipment.

Please take this seriously and respond quickly. I’d like to continue with Xfinity, but only if the service I’m paying for is delivered.