Wired and Wireless Internet Speeds

I recently upgraded to a 1 gigabit connection. It worked at nearly that speed for less than a week.

After upgrading, I noticed that my down speeds were consistently under 200 mbps, frequently dipping below 100 mpbs, so I contacted the helpful Xfinity support team in the Philippines this morning and spent an hour of my life with an agent who apologized profusely, offered to upgrade my service to a 2Gb/second connection with unlimited data for no cost. What a nice gesture.

Ultimately the agent directed me to visit an Xfinity brick and mortar to upgrade the modem, because the one that Xfinity distributed to me was "not working right". OK - done. Another hour of my life spent.

After picking up the upgraded (?) modem, I set it up and down speeds are sub 1Gb/Second on a wired connection. Wireless down speeds are between 22 and 190 mbps - about one tenth or one twentieth of the advertised and paid for speeds. I logged into my Xfinity account for support, which is totally nonexistent, and found that my free upgrade is actually going to cost me more than what I was paying.

The exchange of money for services I am asking Xfinity to respect is fairly simple: you advertise and sell a 1 Gbps connection, and I pay you for it. Upon doing so, you deliver to me a 1 Gbps connection.

As it stands, Xfinity has charged me for services advertised which you have not delivered. If I go to a restaurant and order a steak, and you deliver me a can of cat food, I'm going to want my money back. Piss on my back and tell me it's raining.

There is no customer service to contact, unless I want another hour of nonsensical chatter with a call center contractor in the Philippines who will try to bilk me out of more of my money. I'm sure this is screaming into the void, but I'd like to request direct contact from someone from Comcast who actually can 1) resolve the problem with my internet speed and 2) refund me for the excess charges applied to my account for each day that the service will not have been rendered as advertised, agreed upon, and paid for.

This type of interaction with a business is considered Consumer Fraud in the United States. In the US, consumers are protected against materially false advertising, such as stating that your product will deliver 1 Gbps (or 2 Gbps following today's "free upgrade") when in reality it consistently and repeatedly delivers substantively less than that when all prerequisite conditions are met, such as sufficient computer power and components. When a representative agent for Comcast/Xfinity promises to "upgrade my service for free," and in fact applies additional charges to my account while continuing to deliver a service that is inferior to what is agreed upon, that is fraudulent.

If someone from Comcast could contact me to resolve this I would greatly appreciate it. If not, I will be filing a complaint with the FCC at the end of week, for whatever good that will do.