Upgraded to 1.2 Gbps, App Still Shows 800 Mbps and Speeds Haven’t Improved

Subject: Upgraded to 1.2 Gbps, App Still Shows 800 Mbps and Speeds Haven’t Improved

Hi all,

I recently upgraded my Xfinity plan from 800 Mbps to the 1.2 Gbps tier, but I’m running into some issues that don’t seem to be resolving.

Here’s what’s going on

The Services section of the Xfinity app still shows my plan as “up to 800 Mbps”

Multiple speed tests consistently show download speeds around 530 to 540 Mbps

I’ve already restarted my modem multiple times

I uninstalled and reinstalled the Xfinity app

I contacted Xfinity Support over the phone. They confirmed my account has been upgraded on their end

They walked me through restarting the modem again and had me run a speed test which still came out around 531 Mbps

I was told the modem would go through a “self healing” process over the next 2 hours, but nothing has changed

It’s been a while since the upgrade and nothing reflects the new plan, not in the app and definitely not in speed performance.

Anyone else run into this or have suggestions

Any help from Xfinity support would be appreciated

Thank

Responses

Oldest First

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EG

Expert

•

114K Messages

4 months ago

Concern moved here to the Customer Service help section for greater exposure to Comcast corporate employees (The Digital Care Team) for assistance.

0

XfinityRaul

Official Employee

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2.3K Messages

4 months ago

@user_130ldc I hope you're having a great Tuesday morning. I would be more than happy to review your account to see why your internet speed hasn't increased after the upgrade. Please send a direct message by clicking the chat icon in the upper right corner of the page, click on the pen and paper icon, then enter “Xfinity Support” in the “To” section.

0

U

user_aka8cl

Visitor

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1 Message

9 hours ago

I upgraded in August, also to the 1.2 gigabit plan, and my account still shows 600 Mbps on https://customer.xfinity.com/broadband-labels

I was eventually told that my modem was not capable of the 1.2 Gbps speeds, even though it was, they sent me one of their devices and after setting it up speed tests aren't any faster and my account still shows 600Mbps. I've called comcast several times with no results. Before changing the modem they sent a tech to my house who ran a new line, and the only noticeable change was slightly faster upload speed.

1

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XfinityEva

Official Employee

•

2.1K Messages

Hey User_aka8cl! Thanks for visiting Xfinity Community Forums and also for sharing your experience on the speeds. When the tech was there did we check everything with the new modem or was this after? If this was after, we can make sure that you are set to use that new one. Also, your plan online can take some time to update, have your received your new statement since updating your plan?

Let's check out your account and make sure everything shows correct. We can return here with the findings. Can you please send us a direct message with your full name and service address?

To send a direct message:

Make sure you are signed in here in the Xfinity Forum. Click "Sign In" if necessary
Click the "Direct Message" icon (square chat icon in the upper right corner of your screen next to the bell icon)
Click the "New message" (pencil and paper) icon
Type "Xfinity Support" in the "To:" line and select "Xfinity Support" from the drop-down list which appears. The "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

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9 hours ago

0

Customer Service

user_130ldc

Upgraded to 1.2 Gbps, App Still Shows 800 Mbps and Speeds Haven’t Improved

EG

XfinityRaul

user_aka8cl

XfinityEva

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