To whom it may concern:

1. I recently changed plans and found that the upload speed advertised on the website was not what went through on the order.
2. I would consider upgrading to a more expensive plan, but I find that the prices have radically changed.

Background

I read the announcement of new rates and plans recently, and on July 1st I elected to switch from an existing Internet plan to one of the new plans. The advertised plans were as follows, for 1-year plans:

• 300 Mbps @ $40/mo. - actual speeds 351.86 Mbps down, 117.37 Mbps up
• 500 Mbps @ $45/mo. - actual speeds 584.04 Mpbs down, 117.37 Mbps up
• 1 Gbps @ $50/mo. - actual speeds 1167.49 Mbps down, 117.37 Mbps up
• 2 Gbps @ $70/mo. - actual speeds 2202.94 Mbps down, 250 Mbps up

Believing I did not have the hardware to support 1167.49 Mbps down, I elected for the 500 Mbps option with the idea that I could obtain new hardware later and potentially upgrade to the 1 Gbps plan or the 2 Gbps plan.

Issue 1: Order goes through claiming plan supports only upload speeds up to 35 Mbps

I did not notice this, but the email confirmation claims the elected plan supports only 35 Mbps upload. Speed tests bear this out as being the actual delivered upload speed.

Issue 2: Offered prices are radically different for subsequent plan adjustment

The prices offered to me know to adjust my plan, 7 days later, are as follows (again, for 1 year plans):

• 300 Mbps @ $70/mo.
• 500 Mbps @ $85/mo.
• 1 Gbps @ $100/mo.
• 2 Gbps @ $70/mo. (what??)

Perhaps some of that can be explained by a $40 promotional discount being taken away, but that doesn't explain the 2 Gbps pricing.

Evidence: plans for a "new" customer reflect the original pricing and speeds

It's not difficult to open a private browser window and check prices and speeds as though you were a new customer. Doing so shows the original pricing is still in effect, and moreover, all of the plans have the speeds stated, with a minimum stated upload speed of 117.37 Mbps. The 35 Mbps upload I have been given is not mentioned as an option; it does not seem to exist. And that was only 7 days ago.

Satisfactory resolutions

If it is technically possible to get the stated 584.04 Mpbs down, 117.37 Mbps up for the "500 Mbps plan," I would like that. If that is not possible because the technology doesn't actually exist at my address, I would consider that... obnoxious, given that those speeds are still being advertised today.

If it is possible to upgrade to the "1 Gbps" plan for +$5/mo. more, as I had hoped, I would like that even better. If that is not possible because the promotional pricing cannot be reapplied in this manner, I would also consider that... obnoxious, and in all likelihood, I would wait a year to see if there is new, "promotional" pricing at that point.

In other words, if the product exists technically, I would like to pay your company more money over the next 12 months for that... if the rules about pricing are not an obstacle.