Visitor
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3 Messages
Switched from X2 to 2 Gig Plan - Upload Speed Cut in Half
We exceeded our data limit this month, so I asked about adding unlimited data to our plan. They suggested we switch from our old X2 plan to the new 2 Gig plan, and assured me that our internet speed would stay the same and still work with our equipment. They never told me our upload speed would be cut in half. I let them make the switch yesterday. We were consistently getting around 350 Mbps upload speeds, and after changing plans it seems to be capped at around 150. I spent hours on the phone yesterday with the loyalty team, advanced tech support, etc. and they either play dumb, tell me we're getting the fastest speed they offer (not true based on our speed test history), that it could be our equipment (not true, as we were getting twice the upload speed on this same Netgear CM2050V modem until yesterday), or pretend they're tweaking something to "fix" it without ever fixing it. The last one I talked to yesterday said he was going to look into it further and send me a text within 2 hours asking if it's resolved. I'm still waiting for that text a day later. The cherry on top is our bill went up because this is "the best they can do" as far as discounts. Frontier just ran fiber in our neighborhood, so we will have another option soon. Never considered switching until now.
EG
Expert
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115.3K Messages
12 days ago
Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.
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XfinityRichard
Official Employee
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2.8K Messages
12 days ago
Hi there, @user_x830wb ! Thank you so much for reaching your Digital Care team. I appreciate your patience while you waited to connect with me. I'm sorry for the trouble you are having with your speed. Please be assured you reached the right person to assist you. Can you please DM me your first and last name, along with your full service address so that I can assist you further.-Richard
Please send a private message by clicking the direct messaging chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.
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user_x830wb
Visitor
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3 Messages
2 days ago
I got an email reminder to mark this as an accepted solution, but unfortunately I can't do that unless they put us back on our old Gigabit X2 plan. I was escalated to a customer service executive who told me there was nothing she could do, but said that her system was showing a service error at our location and was recommending a service visit. A service tech came out and confirmed that we're getting the full speed Xfinity is delivering to us, and that this new plan they funneled us into is indeed a slower plan than what we had before. We were consistently getting upload speeds of 350 Mbps with a flat bar graph. Now the bar graph shows an initial spike over 200 Mbps that tapers down to around 100 for the remainder of the test, averaging around 150 Mbps when it's done. Our upload speed is clearly being throttled. This is so disappointing, as we've never had any issues with Comcast/Xfinity until now. Apparently they train their reps to use shady practices to trick people into switching from their older, better plans.
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