1 Message
Text message received
Hello, recently I received the following text message:
Hi, it's Xfinity Assistant. Thank you for activating your new your Xfinity Gateway. You now have faster upload speeds, but it looks like a technician will need to make your home at ________ compatible to receive them. Schedule a free appointment to unlock faster upload speeds.
1-Yes, let's schedule
2-No, not right now
Text help or stop
Msg&DataRatesMayApply
I did nothing to initiate this. It came from the same number that has notified me of payments in the past. Why am I receiving this message? Is there some thing I need to be worried about?
XfinityJamesC
Official Employee
•
2.1K Messages
2 years ago
Greetings, @user_lqcuhp! I hope your week has been treating you well. Thanks so much for taking a moment out of your busy day to leave a post on our community forum about this unexpected text message. You have definitely come to the right place for assistance.
I have seen this specific message go out before, most commonly with customers living in an area that was recently upgraded to next generation internet service. The statement about having faster upload speeds is a strong indication this may be the case for you.
The primary requirements for receiving increased upload speeds are an advanced xFi Gateway, which was referenced in the first part of your message, and an in-Home Assessment Test, or "iHAT", which usually happens a few days after the neighborhood upgrade has been completed at the node.
If your home passes the iHAT, and you have an advanced Xfinity Gateway, you will receive a message saying your upload speeds have been increased. If your home does not pass the iHAT, then a message will be sent, asking you to schedule a free technician visit to upgrade your connection. It sounds like this may be the case for you, but I can pull up your account and confirm everything.
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 “Direct Message” icon in the top-right corner of the screen, next to the bell icon, click the "New message" (pencil and paper) icon, then type or select "Xfinity Support". Type your message in the text area near the bottom of the window and press Enter to send your message and initiate a live session.
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