Visitor
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1 Message
Switching plans, prices and speeds are inconsistent
To whom it may concern:
- I recently changed plans and found that the upload speed advertised on the website was not what went through on the order.
- 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.
XfinityAmandaB
Official Employee
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2.5K Messages
1 month ago
If you could send our team a direct message with your full name, the name listed on the account (if different), and the service address associated with your account, I'd be more than happy to look into this for you. To send a Direct Message, please click on the chat icon in the top-right corner of the screen, next to the bell icon, and then type or select "Xfinity Support" to initiate a direct message.
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