Xfinity sold me 2 Gbps symmetrical service but provisioned 2 Gbps/300 Mbps

On August 27, 2026, I ordered new Xfinity residential service by phone.

Before agreeing, I specifically confirmed with the sales representative that the service would provide 2 Gbps download and 2 Gbps upload. The representative confirmed that symmetrical speed on Xfinity’s recorded line. I relied on that representation when I accepted the associated pricing arrangement and bundle commitments, including activating Xfinity Mobile.

Afterward, I discovered that Xfinity provisioned a materially different service. My order shows 2,000 Mbps download with only 250 Mbps upload, and the Broadband Facts information indicates approximately 293 Mbps typical upload.

This is not a speed-test or Wi-Fi troubleshooting issue—the service placed on my account is not the service that was represented and confirmed during the sales call.

I have already contacted support and have an existing case number, which I will provide privately.

My requested resolution is for Xfinity to:

1. Preserve and review the recorded sales call and all associated order and case notes.
2. Honor the confirmed offer by providing 2 Gbps symmetrical service under the pricing and bundle terms I accepted.
3. Escalate this to a supervisor with authority to resolve a sales-fulfillment issue and coordinate any necessary provisioning, equipment, or network work.
4. Keep my present pricing and services unchanged while this matter is under review.

If Xfinity believes it cannot fulfill the confirmed service, I am requesting a written response from the appropriate management team explaining why Xfinity sold and confirmed that service and what Xfinity will do to resolve the discrepancy.

Please invite me to send a private message so I can provide my full name, service address, account details, and existing case number.