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lllkrob
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Sunday, May 18th, 2025 10:47 PM

Xfinity email about equipment replacement

I received an email about replacing my old owned modem to get faster internet speeds. I bought a new Netgerar CM 1000v2 modem and activated it online. My speeds increased from 150mbs to 400mbs for two days then went back to my old speeds. Contact with 3 customer service reps was no help. They all say my service plan "Performance Starter" is only rated for 150mbs. However my latest bill states "Download as fast as 400mbs", and the email stated " These faster speeds are included with your current internet plan at no extra cost." How do I get the faster speeds at no increase in price?

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EG

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2 days 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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lllkrob

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Followup, an Xfinity technician came to the house yesterday and checked the wiring from the street to my modem and all was good, no problems found. He also tested the modem and found nothing wrong. He called technical support and got the same run around that I did, absolutely no help. He suggested going to the Xfinity store and asking the rep there for help. I did, it was a waste of time. He acted like I was bothering him with my complaint and said to call the 800 number and request a technician to inspect the system even though I had just told him that was done yesterday. He said that's all he could do and walked away.

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