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user_glmgye
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Visitor

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1 Message

10/03/2026 5:49 PM

Unauthorized Internet Upgrade Request

I am getting nonstop spammed about approving an upgrade from my 300mbps to 500mbps internet plan that I did not approve or request. An agent offered the 500mbps to me earlier today but I said no thank you and ended the chat. I have screenshots because the download transcript was "not authorized", I have screenshots of that too. Please stop sending me these messages and emails, I do not want to upgrade my plan.

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12 minutes ago

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XfinityLinda

Official Employee

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2.9K Messages

1 month ago

Oh, no. I'm sorry to hear you're getting unwanted emails and texts about an upgrade, @user_glmgye. We can look into this for you, and see how we may get things turned around for you. Please send us a Direct Message with your full name and service address.

 

To send a "Direct Message" to Xfinity Support:

Click "Sign In" if necessary

Click the "Direct Messaging" icon in the top right corner

Click the "Start new conversation" (pencil and paper) icon

The "To:" line prompts you to "Type the name of a person". Instead, type "Xfinity Support" there

- As you are typing a drop-down list appears. Select "Xfinity Support" from that list

- An "Xfinity Support" graphic replaces the "To:" line

Type your message in the text area near the bottom of the window

Press Enter to send it

 

Find instructions to reach us here: https://forums.xfinity.com/conversations/guidelines/how-to-direct-messaging-within-the-forum/697ba1e570934d009185c514.

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user_m9zt0e

Visitor

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1 Message

I updated my xfinity account on June 6, 2026 and my order was confirmed, 500 mbps, no charge for third box. I was satisfied. Bill was lowered, speed was very adequate.

Then in September or October (don't remember exact date) i tried to install the X1 system of streaming but could not get it to work so I brought is back immediately to the xfinity store and requested to go back to what i had.  They said there would be some technicalities with the billing but in a month or two all would be back to what it was. 

Also during that time i signed up for Peacock, which was free as a service for me because i am a diamond member. I don't really trust Comcast but gave it a  try and it was free.

Later in October, I signed up for espn unlimited so i could get access to espn+. AI said that since i have a linear connection to the espn channels (espn espn2, espnews) I would bet this for free.

However my bill went up and my broadband speed was bumped up to 1G, not my request.  

Was the AI wrong about the espn linear connection. 

How do i get back to my order status I signed up for last June?

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28 minutes ago

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XfinityJustinM

Official Employee

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1.2K Messages

Hi @user_m9zt0e,

You would be correct. Xfinity's members who subscribe to any TV tier that includes an ESPN channel get ESPN Unlimited at no extra cost.

Additionally, it does sound like there is some confusion around your plan right now. We'd be more than happy to provide you with some clarity by performing an account review. We'll need to gather some additional details via our secure direct message channel to locate your account. Please send our team a direct message with your full name and service address.


How to Send Us a Direct Message:

1.  Click "Sign In" if necessary.

2.  Click the "Direct Messaging" icon.

3.  Click the "Start new conversation" (pencil and paper) icon.

4.  In the "To:" line, type "Xfinity Support".

5.  As you type, a drop-down list will appear. Select "Xfinity Support" from that list.

6.  A "Xfinity Support" graphic will replace the "To:" line.

7.  Type your message in the text area near the bottom of the window.

8.  Press Enter to send it.
 

How to: Direct messaging within the forum | Xfinity Community Forum

I am an Official Xfinity Employee.
Official Employees are from multiple teams within Xfinity: CARE, Product, Leadership.
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12 minutes ago

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