Frequent Visitor
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14 Messages
Upgraded plan but app still shows old one
I upgraded, and on the desktop site it says my plan is 1000 mbps, but in the app it still says I have the 400 mbps plan, and that is the speed I’m getting on my modem. I’ve tried rebooting the modem to no avail. Chat has told me the plan has been upgraded, so I can’t seem to get anywhere with them.
EG
Expert
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110.2K Messages
1 year 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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XfinityMichaelC
Administrator
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4.2K Messages
1 year ago
Thanks for getting this moved over, @EG!
Hello, @user_casey! Thanks for reaching out to us on the forums! I apologize to hear that you are not seeing the new speed after upgrading your plan. It seems like we might just need to reprovision your modem or make sure the order was finalized in the system to send out the right speed file. Since you have already send a DM, we will continue to assist you through there!
Please be reminded that sending unsolicited Direct Messages to an Official Employee of the Xfinity Community Forum is a violation of Forum Guidelines. In the future we ask that you please find the most appropriate public board for your question type and post it there. If needed, we may invite you to send us a Direct Message.
(edited)
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BruceW
Gold Problem Solver
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26.3K Messages
1 year ago
Ignore the app, it's hopelessly broken. I changed my Internet plan 18 months ago, yet the app still shows my old plan as my current plan. As best I can tell this particular bug, while annoying, seems harmless. For me the correct speed is shown under "Your plan" when I log in to https://www.xfinity.com/learn/internet-service/.
Please be aware that there are 2 kinds of responses in this Forum: Replies and Comments. When you Comment on a post by scrolling down to "Comment on this post here...", I am notified of your response. But if you select Reply, I am NOT notified and may not be aware of your response.
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