Visitor
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2 Messages
Speed still the same after upgrading
I upgraded my plan from 400 mbps to 800 mbps and it’s still 400 mbps with my work computers using an Ethernet cable. I called customer support and he went through a lot of troubleshooting but it still did not work. He said he will text me in 2 hours after sending a high signal to my modem. If this doesn’t work is there anything else I can do? I’ve restarted everything through the app and still no luck.
Accepted Solution
XfinityJustinC
Official Employee
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1.2K Messages
2 years ago
Hello, @user_ed1ed4. Thank you for reaching out to our Xfinity Forums, and I appreciate the detailed information you have provided. You have contacted the right place for assistance in regard to your internet speed concern after your recent upgrade.
It sounds like you have already done some recommended steps, resetting your modem after the change in speed and basic troubleshooting. After troubleshooting, the text alert should have let you know if the system was able to resolve the issue and pushing the new speed signal. If there are still issues, the system should have recommended a technician visit.
I do want to ensure everything was able to get resolved, and you can enjoy your new 800 MBPS speeds. Working from home myself, I rely on having a solid speed and connection to be able to perform my job optimally. Please let me know if you're still not reflecting the new speeds, I can definitely continue to investigate.
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XfinityJustinC
Official Employee
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1.2K Messages
2 years ago
@user_ed1ed4, You're welcome! That is wonderful to hear that the concern was able to get resolved. If you're ever experiencing any service issues and don't have time to reach out to us, there are some great self-help troubleshooting options you can walk through inside the award-winning Xfinity App.
I use those features inside the Xfinity App whenever I have service issues, the system runs through some diagnostics, then provides an update once completed, and if needed gives you next steps up to scheduling a technician: https://www.xfinity.com/support/articles/my-account-app-internet-mobile-troubleshooting?view=app.
I do like to ensure I'm not overlooking anything, how are your other services working if you have other service with us well?
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