Regular Visitor
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5 Messages
Upgrading from Gigabit Extra to Gigabit x2 in San Jose, A - without changing my TV CableCards and keeping my current Xfinity Voice plan
Earlier today, I needed a Netgear CM3000 to receive Enhanced Speed service and move to Gigabit x2. I successfully connected both my new CM3000 and my CM2050V as my eMTA only. Both are working great and my Internet and Voice service are operating as expected. Next, I want to move to Gigiabit x2 and get up to 2100/300, as my neighborhood was upgraded this past summer of 2024. When I attempted to change my Internet, both the Xfinity Offer system and the kind individual that helped me in chat informed me that my Xfinity X1 Triple Play with Gigabit Extra and Voice Unlimited were no longer available, and I had to move to a new package. My only issue now is that my entertainment systems are complex and challenging to integrate. I use TiVo BOLT+ and Edge devices, with CableCards that are all working great with my RoomieRemote and a bunch of other multimedia items in my Movie room and Primary Bedroom. I am being told that I MUST use X1 TV Set Top boxes and return my CableCards - I cannot - I have no way to integrate the X1 boxes into my systems. HELP! Please! I only want to keep everything "as-is" and bump up to Gigabit x2, keep my setup as I have it and my CableCards. If I cannot, I'll move on from Xfinity and take the plunge to Sling and Internet - I already have my DVRs, etc. Does XFinity want a 25-year customer paying $345/month to vanish? Any assistance would be greatly appreciated! Thanks for you help, in advance!
XfinityDena
Official Employee
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3K Messages
3 days ago
Thank you for reaching out @techie301 Older plans were grandfathered on to account and any changes means we would need to completely change the package. We are unable to make changes to just 1 service. Once the package has been changed we are unable to put that package back onto the account. Therefore, if you want to keep the same Triple Play we are unable to make any changes to the account.
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techie301
Regular Visitor
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5 Messages
3 days ago
Thank you for making time to help everyone, including me, in our efforts to work through the Internet upgrades. Especially given the interconnect between entertainment and our voice services. As I shared in the message above, I have used Gigabit Extra 1200/35 for many years. This past July 2024, Xfinity upgraded my neighborhood to mid-split, and I was informed that services would move to Gigabit x2 2100/300. I recently noticed that this had not occurred on my service, and when I reached out, I was told that the CM2050V was still not supported, and the Tech suggested adding a CM3000 for Internet and keeping the CM2050V for Voice. I did that, and they work! However, I have not been able to get the 2100/300 upgrade I was told would occur in July 2024. So... I selected an upgrade... and the system attempted to "force" me to change all my plans. I did NOT process that request, as the customer service person told me it would force a complete package change. Anyway - I've been going crazy and all I want is to get the Internet up to the 2100/300 on my CM3000, keep my Voice on the CM2050V and my TV services - as-is. Can you help? Thanks much!
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