Service upgrade status

I tried to update my Internet plan from Superfast to 1.2Gbs 6 days ago and strangely received 2 emails confirming a change... the first email showed and order confirming my current plan(?) and the second email (about 3 hours later) showed my actual order. On the Xfinity site there is no mention of my order anywhere and only my current plan shows. Is there a place on the site where I can see an order number or some status of my order?

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XfinityThomasD

Official Employee

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1.5K Messages

16 hours ago

user_lvttki I'm sorry for the confusion, and our team can look into this to help make sure the change was completed. To confirm if the change was completed, I'd check your services on the Xfinity website or app to see if it still shows your internet tier is Superfast or Gigabit now. So we can help with this, please send our team a direct message with your full name and address.

To send a Direct Message:

Ensure you are logged in

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_lvttki

Visitor

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2 Messages

14 hours ago

I've been on the support chat unanswered for 30+ minutes. It’s frustrating that this has taken so long, especially as a loyal customer who’s been paying more for a slower plan. What can you do to get this resolved right now so I’m not waiting any longer?

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Customer Service

user_lvttki

Service upgrade status

XfinityThomasD

user_lvttki

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