1 Message
Why is Xfinity asking me to send my rented modem back when I try to downgrade my Internet plan?
So I'm currently on the 1200 plan, but I've never seen speeds over 500-600, so I figured I'd lowered my plan and save 10-20 bucks a month. But when I try to select the 800 plan, it asks me to send my Comcast modem back, saying it's not fast enough for that? How could it not be fast enough for 800, but be fast enough for 1200? That makes no sense. How do I downgrade my plan without having to switch my already should be fast enough modem for another one?
Why is it acting like I'm not already a current customer, and it wants to send me a "welcome kit" for 15 bucks? I don't want anything new, I just want to lower my plan speed.
EG
Expert
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110.3K Messages
2 years 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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XfinityJustinC
Official Employee
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1.2K Messages
2 years ago
Hello, @Earthbound_X. Thank you for reaching out over Xfinity Forums, you have definitely reached out to the right place for assistance. When you're on the Gigabit extra 1200 GB speed tier, when leasing a modem you should receive is a XB8 which can support the highest speeds. When attempting to lower the speeds, the system is recognizing the dropping in speed, and based on technology not needing the modem to support the Gigabit extra speeds.
I completely understand looking to make the speed change without having to swap out your modem, and would be happy to help with an order. Since I will need to gather some information to locate your account, and we don't want to discuss that in a public setting please send a DM:
To send a direct message:
Click "Sign In" if necessary
• Click the "Direct Message" icon in the upper right - it looks like a chat bubble
• Click the "New message" (pencil and paper) icon just to the right of Conversations
• Type "Xfinity Support" in the "To:" line - do not use the Employee's name!
• Type your message in the text area near the bottom of the window
• Press Enter to send it
To expedite your request, we ask that you please include your name, the account holder name (if different), and the service address.
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