Contributor
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87 Messages
Changed Internet Plan Issues
Yesterday afternoon I downgraded our Internet because our one year special pricing is done in August. A few questions...
1. It would be great to have longtime customer deals for pricing. I basically have to pay twice as much, for 5 years, as a new customer? C'mon now. No wonder I read that Xfinity is losing customers and enticing new customers with deals. Offer some deals to customers that have been around for a decade or more! I just changed insurance providers and I'm not against doing the same for Internet and TV.
2. The "nutrition facts" on the Internet I changed to said upload speeds averaging over 100mbps. But then when I switched it's speed testing at 35mbps. Before switching last August to a deal when you first updated Internet pricing last year, I was getting over 100mbps. Then you all made it slower? Why am I not getting 100 for upload like the "nutrition label" said? Our download is fine.
3. I believe it said I would get a confirmation email within 2 hours with my changes. It's been over 12 hours and I haven't received anything and under "orders" in my account it's not showing up, either. Is this something that takes a few days? Or what's going on?
Thanks!
Community Best Answer
jdawg90
Contributor
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87 Messages
2 hours ago
Thank you to Xfinity for fixing this! I feel like the technician and I are still confused as to what was going on, but something in "the system" finally pushed out the old boot file on the modem and updated it to the newer boot file. He called whatever support he connects with and they "sold" me faster Internet with 100Mbps upload, we verified a new and correct boot file and the correct upload speeds and then they "sold" me the slower Internet we wanted with the same upload speed, the boot file stayed updated, and the upload speeds are what they are supposed to be. Somehow the phone sales person the tech got has a system that updated the boot file. It was kind of a "shrug our shoulders and laugh" moment for the tech and me. Anyway, technician was awesome and professional and no matter how convoluted the process was, it worked! The stuff he tried at first to update the boot file all failed, I believe, so we decided to try upgrading and then downgrading and that worked!
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XfinityMartyR
Official Employee
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3.5K Messages
3 days ago
Thank you for reaching out to us over our Xfinity Community Forums! We appreciate your feedback regarding promotional pricing. Promotional pricing can vary by location, account status, service package, and offer eligibility. It most cases current members are not eligible for new member introductory pricing. However, we do offer our Xfinity Member Rewards loyalty program for eligible Xfinity subscribers. This value add program provides weekly perks, special discounts, and exclusive event access based on your customer tenure.
If you received the higher upload speeds before the account change, it sounds like your area has been upgraded to our enhanced speeds. However, if you're not seeing those higher speeds it could indicate a provisioning concern. I would recommend a total power cycle of your modem, to ensure the bootfile has updated correctly for your speed tier.
Confirmation emails are usually generated automatically, however you will not see your bill update until the next billing statement posts to the account. Also, if you have an autopay payment already scheduled it will not update based on your account changes. There can be delays due to provisioning, and can sometimes take up to 24-48 hours for the change to fully process.
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