2 Messages
X2 removed without consent
About 2 years ago, I signed up for Gigabit Extra with the XFi Complete package utilizing the XB8 gateway. At the time, I was getting advertised speeds of 1200 up and 200 down. About 6 months ago, I received an email that my area was upgraded as a result of the mid split work and Gigabit Extra customers would now be on the Gigabit X2 plan and the speeds that came with it. I was consistently getting over 2000 down and over 300 up which is what's advertised with the X2 plan. My bills also indicated I was on the X2 plan. About two weeks ago, there was a planned outage in my area. Since then, Xfinity sent a boot file to my XB8 gateway throttling my speeds to 1200 down / 35 up. I've been on numerous tech support calls and none have been able to fix the issue. Online, it shows plans speeds are 1200/35 even though I'm still under contract for 1200/200 and was operating at 2000/300 for over 6 months.
Tech support is saying X2 is not available in my area despite 6 months of bills and speed tests showing otherwise. What's even worse is my promised speeds are slower than what I signed up for under contract.
XfinityThomasC
Official Employee
•
2.6K Messages
6 months ago
Hello, @user_mqr9xm
Could you please send our team a direct message with your full name and full address? To send a direct message:
1. In the top right corner, you'll see a little chat icon near the bell icon. Click the direct message icon
2. Click the "New message" (pencil and paper) icon
3. In the 'To' line, type "Xfinity Support" there. A drop-down list appears. Select "Xfinity Support" from that list (an "Xfinity Support" graphic replaces the "To:" line)
4. Type your message in the text area near the bottom of the window
5. Press Enter to send it. An official employee, such as myself or whoever is first available, will respond. Thanks!
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